Versa 2 stopped working altogether

[Liz_319]

Over the last few months my Versa 2 has stopped tracking my sleep, heart rate, zone minutes, any exercise, and the left button doesn't seem to work. Any suggestions??

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Liz_319. Welcome to the Community Forums. Thanks for the details provided in your post about the issue with your Versa 2.

As a first approach, I'd recommend trying the following steps to make sure your heart rate is working:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see What factors can affect my heart-rate reading on my Fitbit device? 

Keep in mind that in order to get sleep stages and AZM data, you need to get accurate heart rate readings. 

With that in mind, I recommend considering the following in order to get sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

For more information, see What should I know about Fitbit sleep stages?

As for the button, if you haven't done so yet, I recommend trying to remove dust or dirt by gently using a toothpick around the button. If this does not improve the button performance, you can try to clear debris using canned air. Hold the tracker at arm's length and spray once to loosen any dirt or dust that may have accumulated around the button. Once you've done that, please restart your Versa 2 once again by following these steps How do I restart my Fitbit device? 

Hope this helps. 

[Liz_319]

So you mentioned the sensor lights on the bottom & I've noticed that they have not come on in several weeks. Is there something that I can do about this?

[MarreFitbit · Accepted solution]

@Liz_319 Thanks for the update!

As suggested in my previous post, I recommend trying to reset the heart rate settings by following these steps:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Versa 2. To do so, open the Fitbit app, tap on the Account icon, tap on your Versa 2's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

These steps should help to bring back the heart rate sensor to work again, hence the sleep data should start working too. 

See you around. 

[Liz_319]

None of that helped. I'd already tried cleaning the button, but it's lost it's spring-back, so I'm pretty sure it's broken. The HR reset didn't work. Still no sensor lights on the underside. This is all slightly disappointing, but I just purchased a Versa 3 and I'm eagerly awaiting its delivery!

Thanks for trying to help. 

[MarreFitbit]

@Liz_319 I appreciate you had followed the tips and recommendations provided above. I'm sorry to hear the issue still persists, I understand how you must be feeling. 

At this moment, I’ve reached the limits of what I can do for you here on the public community forums. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

We hope your issue is solved soon.