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Versa 2 won't count steps or log sleep

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‎08-03-2020 15:25 - last edited on ‎08-04-2020 21:16 by Fitbit Moderator

‎08-03-2020 15:25 - last edited on ‎08-04-2020 21:16 by Fitbit Moderator

Hi 

Upgraded from my Versa to Versa 2 yesterday and it appears that my steps and sleep aren't being recorded. I have refreshed several times and managed to record 7 steps this morning. 

My fitbit app says it is syncing but it's only logging heart rate and calories.

How do I get it to work ? my "old" versa worked perfectly !

thanks

 

Moderator Edit: Clarified subject

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‎08-04-2020 21:10

‎08-04-2020 21:10

Hi @SunsetRunner, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for the details that were shared in your post. To fix this uncommon situation, I recommend you to restart your new Versa 2 and let me know if the issue persists.

 

I'll be here if further assistance is needed. 

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‎08-04-2020 21:34

In response to RicardoFitbit

‎08-04-2020 21:34

Hi thanks for that. I have just restarted it and now have gone from zero steps to 4 steps after moving on the spot.

I have done 2 factory resets with no steps being recorded after trying yesterday and again twice today.

I have cleared the Versa 2 from my iphone 7 plus , twice and resynced twice and still no steps are being recorded.

its now been 2 nights and no sleep has been recorded either.

what else can I do ?

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