Versa 2 tracking issues

[CarlaBV]

My heart rate is not tracking, nor is my sleep, active minutes or reminders to move every hour. Just woke up on 25th to find this. Have cleared cache and data, uninstalled and reinstalled at least 5 times.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @CarlaBV, it's nice to see you again participating here in the Community Forums! Sorry for the delay in responding your post.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting. First, for the heart rate tracking issue, can you please let me know if the heart rate sensors of your device are still flashing? Also, if you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. Such information was really helpful for other users that were experiencing the same uncommon behavior.

For the sleep tracking issue, is your Versa 2 not recording sleep information at all or inaccurately? Is it tracking Sleep Stages or auto-sleep logs? If it's not tracking Sleep Stages, it will be related to the heart rate tracking issue because this feature requires heart rate data. If no sleep at all, please restart your device and try wearing it on your non-dominant hand when you're going to sleep.

For the Active minutes and Reminders to move, can you please expand a little bit more and provide more information? This way I'll be able to investigate further and move forward.

Keep me posted.

[B_Love]

Hi!

I am also experiencing the exact same issue as @CarlaBV.  

To answer your questions regarding my situation:

1.  No. The heart rate sensors are not flashing.

2.  It is not tracking any Active Minutes.  (This could be related to the HR monitor)

3.  Although i will have over 250 steps, it never registers that I am moving every hour nor does it send me a notification as a reminder to move if I am not at 250 steps.

Please help!

Thanks so much in advance!

[RicardoFitbit]

Hi @B_Love, it's nice to see you again participating here in the Community Forums, welcome back!

Thanks for the details that were shared in your post. To move forward and because you already answers the questions from my previous post, can you please confirm that the troubleshooting steps were also tried? 

I'll be waiting for your reply so we can move on.

[B_Love]

Hi Again!

Thank you for following up.  I have tried all of the troubleshooting options I could find in the forums including re-starting my Versa multiple times.  Toggling the Heart Rate monitor On and Off while manually syncing the watch then re-starting it.  Uninstalling and reinstalling the FitBit app.  And doing a complete factory reset.  Unfortunately, nothing seems to work as it still won't track my Heart Rate, Active Minutes, or Hourly Activity.   Please advise.  Thanks again for all your help!

[B_Love]

Hi Everyone!

So I have been having issues with my Versa for a month or so now (not tracking heart rate or active minutes, suddenly turning off then on again, screen glitching, etc).  I have tried all of the following to remedy the situation:

1.  Re-starting my Versa multiple times

2. Toggling the Heart rate monitor on and off

3. Deleting the FitBit app then re-installing

4. Re-setting Wi-Fi and Bluetooth

5. Factory Re-setting everything.

Still to no avail, and it wasn't a huge deal because it was still tracking steps.  Today suddenly the screen went black and now it won't turn on at all.  HELP PLEASE!  I wear it everyday (and have been for many years) so I feel weird without it!  Thanks in advance!

[B_Love]

Hi Ricardo!

So another update actually.  Today the screen on my Versa went completely black and now it won't turn on or charge.  I tried to do a factory reset, but nothing happened.  HELP!!!!!

[RicardoFitbit]

Thanks for your reply @B_Love 

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Versa  2 is not working as the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.