Versa all of sudden will not hold charge or track HR or Sleep data

[Melissa1886]

For the last couple of days my Versa will not hold a charge pass 12 -15 hours.  In addition as of yesterday, the HR and sleep data is not tracking.  I have restarted the device and looked to make sure pins are clean and clear.  Is anyone else having this issue???

[AlanSuCraw]

My heart rate and sleep data doesn’t update. My HR sensor lights don’t work. And, my battery life has decreased, all since the latest update. 

[MarreFitbit]

Hello there @Melissa1886, welcome to the Community Forums. I'm sorry to hear about your Versa's recent behavior. I've seen you contacted our Support Team after posting here and saw that they suggested you some troubleshooting steps for you to try. Also, you were given your case number in case you needed further assistance. If the steps provided didn't work, please contact them back so they can continue helping you.

Hi there @AlanSuCraw, thanks for stopping by. If the battery on your Versa is not charging or it's draining quickly, I'd recommend making sure you did follow as described below to solve the issue: 

- Restart your watch as follows: How do I restart my Fitbit device?

- If your Versa does not charge, see: Why isn't my Fitbit device's battery charging?

On a side note, as per the description of your post, it seems that your watch may have insufficient power source. Where do you charge your tracker? Have you checked if by any chance the USB port or outlet is faulty? If you haven't done so, try a different port. A UL-certified wall charger will also work. Don't use a USB hub. 

Here are some of the best tips to charge your Fitbit:

• Use only genuine Fitbit charging cables
• Use only UL-certified wall chargers
• Avoid USB battery packs
• Charge at room temperature

For charging purposes, your charging cable can be plugged into any USB power source, including but not limited to:

• A computer
• A Wall A/C to USB adapter, commonly found with smartphones
• A DC to USB adapter (vehicle power port)

If your Versa's battery is or keeps draining, see: Can I extend my Fitbit device's battery life?

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

If the heart rate on your watch starts working but it's still not providing you with your sleep stages, take in consideration the information provided here: Why don't I see sleep stages today?

I'll be around, keep me posted. 

[AndrewMurdock]

I woke up the other day and did update. Since then, my Versa is non functional. Called CS for help. Nice person but very basic   advice/tech knowledge. Didn’t help in the end. 
Rebooted and factory reset. 
Let battery drain (and tried all again). Nothing is working to get back any functionality. Device continues to try to reset itself; though does seem to sync on App, actual device continues showing Fitbit logo, going dark, the repeating. 
Checked all your suggestions and have done them all. 
This firmware update is the problem. Not all of our watches all of a sudden—this isn’t user failure, not on this level. 

[Melissa1886]

When I contacted customer support previously I was able to resolve the issue by changing ports. This is an additional issue.  I have tried all recommendations.  The green light on the back of the device is no longer lighting up and since I charged the device this morning it now stands at 40%. I don't have any additional features running and this is not the exact same issue as previously reported. It does in deed involve the lack of sufficient charging but now I am experiencing the lack of hr data and sleep data. 

[AlanSuCraw]

The heart rate sensor lights no longer function, even after a factory reset. I have used all of the help files before doing the factory reset to try to fix the issue, which is why I have reached out in the forum. 

[MarreFitbit]

Hello @AlanSuCraw, thanks for getting back and for the update. We created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

Hi there @Melissa1886 and @AndrewMurdock. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

Since we've exhausted all the troubleshooting steps here and you're already working/ed with our team, I'd suggest to keep your conversation with them as they know what's the next step to try after everything you have done together. Please reply to your case so they can continue with the follo-up on this.

We hope to get you back on track soon.

[AlanSuCraw]

This is my third Fitbit with an issue. If this is not resolved, I have already decided to discontinue with Fitbit as a company and move on to an Apple Watch. 

[Alfordmalones]

I agree. Hope they fix it soon. I now have to charge twice a day.

[SunsetRunner]

Since the update I am having the same issue. I charged it all night and 4 hours later it is down to 50% battery. 

I have tried all the troubleshooting,  I am charging it on a fitbit charger , this only started since the last update I did 3 days ago

[sdian1]

I am having the same issue since the operating system update.  My Versa will not hold a charge and no longer tracks heart rate thus impacting sleep, activity and accurate calorie tracking.  I've tried all the posted fixes I've found in the community - restarts, enabling/ disabling, removing app/ reinstalling, etc. to no improvement.  I basically have an expensive step tracker that has to be charged twice a day, very frustrating!!!  Has anyone found a solution?

[MarreFitbit]

Hello there @sdian1 and @SunsetRunner, we understand where you're coming from. Thank you so much for the details provided about your Versa smartwatches' behavior and for taking the time to troubleshoot them prior to posting here. I created a case for you and someone will respond as soon as possible. Due to recent events affecting our operations, we may need more than 7 business days to respond.

We hope to get you back on track soon. I'll be around if you have any questions present. 

[Alfordmalones]

Stop putting this automated post response on our issue. You sound like a broken record.  We know we are now living in a pandemic. But that does not not stop all the essential workers from doing their jobs. Since you are at home behind closed doors. Give us sound advice on when the the firmware to fix what your last update messed up will be. Not this mess. I am an essential worker. How would you like it if I gave you some hocus pocus feedback on why you can't  get gas, or food, etc. Tired of everyone using this pandemic to not do your job.

[MarreFitbit]

Hi @Alfordmalones. We acknowledge the limitation we have on our part particularly on what you have experienced. We‘re taking into consideration your comments and sentiments with regards to our products and services.

[Bobber]

I’m sure all of you are being advised to do a factory reset.  Don’t waste your time as that does not work. Fitbit will you acknowledge there’s a firmware issue or is the response to suck it up and get 25% another unreliable product?

[cwdrake]

I am also having same issue since the last firmware update. No green lights on the back, heart rate monitor not working, battery not holding a charge. 

[Jereangstangl]

Same for me!  I thought I was going to have upgrade to Apple but not wanting to spend that $. Hoping this issue gets resolved. I hate having to charge so frequently!  

[DarciC]

I'm also having the same issue with the battery no longer holding a charge. I charged it all morning, and then before going to bed it was down to 15%, which won't make it through the night... I found that out the hard way when I woke up the last two days to a dead watch. 

It seems to have all started after I updated the watch........

C'mon Fitbit! Sounds like a lot of us are having similar problems after the update. Hurry up and fix it, please!

[MarreFitbit]

Hi @cwdrake, @Jereangstangl, and @DarciC, welcome to the Community Forums. I'm sorry to hear that you're having difficulties with your Versa smartwatches after the firmware update. We understand where you're coming from. 

Before I can move forward with the next step, would you mind checking this post and try the tips and recommendations provided? Also, please make sure you're charging your watches correctly, you can try this time charging them in a different source to see if that improves the battery life.

I'm looking forward to your responses, keep me posted. 

[Jereangstangl]

I tried the restart yesterday and still needed to be charged again.  I started to charge it and within 5 minutes it went straight from 0% to 65%?