Versa HR sensor stopped working

[Wags265]

A few days ago my versa sensor lights stopped working. It still counts steps but is not tracking heart rate at all. I have restarted my versa and done a factory reset and it still will not work. Any suggestions?

Moderator edit: subject for clarity 

[Chrisgill]

• I’m having the same issues! 
  tried updating turning off and on but nothing works !

[LiliyaFitbit]

Welcome to the Fitbit Community, @Wags265 @Chrisgill.

I am sorry to hear your devices stopped tracking your heart rate. Thank you for trying to resolve this and providing the additional details. I understand how you are feeling and I am here to help. I would like to confirm if you've followed the complete troubleshooting instructions from this help article: What factors can affect my heart-rate reading on my Fitbit device?

Let me know how it goes. 

[Wags265]

I have completed all the troubleshooting instructions from the articles and the problem  continues.

[patwilli]

 My heart rate portion stopped working several weeks ago. This was one of the main benefits for purchasing the Fitbit versa 2. I am noticing many people with the same problem. There should be some kind of fix for this.

[Chrisgill]

Hi
My Varsa 2 is not registering Heart Rate and Sleep.
The rear light sensor is not working.
I have disabled heart rate and sleep
In settings rebooted the watch then turned the two functions back on again in settings and rebooted the watch again but still the rear light sensor is not working and it’s not registering Heart Rate or Sleep.

[Jessamy91]

I’ve got the same problem? The sensor lights are not working what can be done or how can I contact Fitbit direct? 

[Wags265]

@LiliyaFitbit Any other suggestions or should I contact Fitbit directly?

[LiliyaFitbit]

Welcome to the Fitbit Community, @Jessamy91 @patwilli. Thank you for your replies, @Wags265 @Chrisgill.

Thank you for your efforts and the additional details. If after following the troubleshooting instructions from this help article the issue persists, I recommend doing a factory reset. Please note that you'll need to reinstall any apps on your device after the reset, and if you couldn’t sync your device, then any data on the Fitbit device will be lost. In order to do the factory reset, please follow the steps from this help article: How do I erase my Fitbit device?

Keep me posted on the outcome.

[Chrisgill]

Hi
Thank you for your advice
I have done a full factory reset and all the problems still exist.

No green lights flashing, no movement tracking (Hourly activity) no heart rate tracking, no sleep tracking, no zone minutes.

I have also uninstalled the app on my phone and reinstalled it, still nothing.

As my device is under 12 months old I think I’m going to ask for a replacement.

[Wags265]

@LiliyaFitbit I have already done a full factory reset, uninstalled and reinstalled the app, and followed all of the troubleshooting article instructions and the sensor lights still do not work...?

[LiliyaFitbit]

Thank you for your replies, @Wags265 @Chrisgill.

I am sorry to hear the issue persists, thank you for your efforts. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting replies soon.  

Let me know if you have any questions.