Versa crashing/ restarting itself while sleeping

[meresydotes]

I've been having a problem at least since the last firmware update (15 version) where my Versa restarts itself while I'm sleeping. The vibration when it comes back up wakes me up. I'm wondering if anyone else is having the same problem. Random additional details:

1) So far, it seems to only happen when I'm lying on the side with the Versa. I would have my hand between two pillows under my head. Support has suggested that I might be somehow pressing the correct buttons for the correct amount of time in order to restart it in my sleep. I find this pretty absurd. I would find it slightly more likely if it was being turned off, because holding in all 3 buttons turns it off. It can't be that it's off for a period of time, as there's not noticeable break in my sleep data. Last night, though, I'm pretty sure it happened when I was lying on that side and my hand was not under me.

2) I've had the problem with two different Versas. Fitbit wanted to replace the one I had with their unacceptable slow boat procedure. So I got a replacement from Amazon - same thing.

3) Sometimes, I only know it happened because it loses time when it restarts and it won't get the correct time again if it can't sync with my phone, which I leave in the living room. Maybe it only wakes me up when I'm lying on that side, because it being under my head amplifies the vibration, but it actually happens more than that?

4) I've tried two different clockfaces, so I don't think it's that. I haven't tried a Fitbit clockface, cause those suck.

5) I did factory resets on both devices I've had and it kept happening. It took a few days to happen after the factory reset on the current one. Unfortunately, Fitbit doesn't give us access to all of our data, so I have to contact support to find out if it's crashed or not, unless I'm positive it did.

6) The current one hasn't crashed during other times of the day since the factory reset. It crashed once right before bed before the reset. At least the first one crashed in the exercise app once or twice, but this is apparently a known bug (I feel like Fitbit is calling lots of stuff known bugs so people feel like they're working on them when they're not, though).

7) Final, funny anecdote - support asked me to send them a video of the Versa crashing. More absurdity.

Anyone else? If it didn't wake me up, I wouldn't mind so much, except that excessive restarting can make the battery drain faster.

[AlvaroFitbit]

@meresydotes Welcome to the Fitbit Community! It's great to have you here! This is odd that your Versa is restarting this way. How do you know that your Versa restarted (I am just trying to understand what it is happening)? Do you see anything on screen or just feel the vibration when it crashes/restart? I do suggest you try the Fitbit clockface for a couple of days to see if this happens during that time. Another thing that crosses my mind is that your Versa will notify with a vibration when it loses connection to your phone's bluetooth and since you leave your phone in a different room this could be the cause of all this vibration. Try leaving your phone in the same room for a couple of nights too (different nights than the ones were you test a different clockface). 

I look forward to your reply!

[meresydotes]

@AlvaroFitbit 1) My Versa does NOT vibrate when it loses connection with my phone. If it did, it would be vibrating all day and all night. 2) If you read my post, you would know that I know it restarted because it vibrates and wakes me up and loses time until it syncs again. 3) I've tried two different clockfaces. I haven't tried Fitbit clockfaces, because they're terrible. 4) It seems to only happen when I'm lying on that side, even if I'm not lying on top of it. This seems more like it must be a coincidence, though. 5) It seems clear it's a slow memory leak. After the first time or two, I started manually restarting every evening and it stopped crashing overnight, but not while in the Exercise app. However, this made the battery start to drain too fast, so I had to stop.

Since I did a factory reset on the replacement on 21 May, it's crashed on 24 May while I was sleeping. I restarted manually on 26 May. It restarted in the Exercise app on 27 May. Then it restarted last night at (29-30 May overnight) at about 1 AM. I may start manually restarting twice a week, since the pattern seems to be every 3 days or so. But it would be nicer if Fitbit would work on fixing bugs.

[ChiLib]

My Versa has also had issues since the recent update with syncing even when next to my phone with the app. And then yesterday morning I realized it had shut off while I was sleeping. I had to restart myself and it was okay for a few hours and then the display was nothing but a series of multi-colored lines. A call to customer service resulted in several attempts at a factory reset, all failed. There is no response, not even vibration. I was also instructed to submit a video of my attempt. I did but have not had a reply as of yet.

Realizing this is a new product, I was reluctant to purchase. I own several different Fitbits and have had no problems before the Versa. I feel like the update caused more bugs than it fixed. 

[AlvaroFitbit]

Hello @ChiLib, it's nice to have you in the Community for the first time! Sorry to hear that you are experiencing the same issue as @meresydotes. Since you already tried the instructions on this thread then the best thing to do is contacting our Support team as you did. If they haven't replied then please send them a reply through the email you got from them to inquire about the status of this case.

Keep me posted!

[meresydotes]

@AlvaroFitbit I do have some updates on this:

1) It (crashing/ restarting) actually doesn't only happen when I'm lying on the side with my Versa. I think it seemed like it, because I'd been lying on that side more often. It's also a little more noticeable when I can feel the vibration through the pillow.

2) It really doesn't seem like the random vibrations are caused by losing connection with my phone. I turned off always connected and it still happens. I would think that it wouldn't complain if it lost connection if I didn't ask it to maintain connection. Again - this only happens at night, though my Versa often loses connection with my phone all day, too.

3) I also turned off notifications during sleep. Did not help with either problem.

4) I haven't noticed a problem with this happening "every 3 days," as I mentioned above. It does seem to be irregular. It restarted at least 3 times last night. I haven't been manually restarting, because restarting  too often can negatively affect the battery life and I'm never positive that it didn't restart overnight. I would presume I wouldn't notice if I was really deeply asleep. Sometimes I imagine it restarted when it didn't, too. That's the nature of weird things happening when sleeping.

5) This has happened with at least 3 different devices. I have another replacement on the way that should hopefully arrive tomorrow. I do not believe this will resolve the problem. I would like to know what your next steps are if it does not.

6) My Versa did lose about a minute during 10 minutes of charging the other morning. I haven't noticed this before or again, but losing time without syncing is a symptom of restarting.

[ChiLib]

My video was finally viewed and it was determined my Versa had indeed crashed. I received instructions on returning it for a replacement and a return label to print and affix to the package. The email said to allow 5-10 days for the package to reach the warehouse and then I would receive further instructions. Yesterday, twelve days after mailing, I had heard nothing. I sent an email and today was told my tracking number indicates it is still in route to warehouse and once it is received, to allow five more days for an authorization to replace. And then they will send me a replacement.

Needless to say, I am disappointed more in the company's quality of customer service than the actual product at this point.

[meresydotes]

@ChiLib The same thing happened to me with my second (3rd, sort of; also 4th, sort of) replacement. For the first one, they just sent it to me, I think because it was the first one (actually 2nd, since Amazon replaced one, too) and it was just outside the 45 day return period, so I couldn't have extras around to send back to demand a refund. Then they sent me another one, because bands wouldn't attach to the first (2nd) and I guess that's a known issue with some replacements. But to replace it again (because, again, this isn't a hardware issue, they just don't want to admit that), they wanted one back. That was fine, because I had the one that bands wouldn't attach to. I just want to keep this moving, so maybe they will actually fix it eventually.

Anyhow, they told me it could take "up to a week" for them to receive my return. After 2 weeks, because it had been sitting with FedEx with no movement for 3 days and it was 3 days past the expected delivery date, they agreed to finally just send the new one. And because I'm a complainer, they're actually sending it overnight.

I think the mistake we both made was giving the return to USPS, rather than FedEx. Mine sat at the USPS in town for almost a week before FedEx even picked it up. And I know we have to option to give it to either.

Boy am I wordy! TL/DR - for anyone who hasn't made the mistake yet, if Fitbit gives you a label, give the package to FedEx, not USPS, it could save you a week.

[ChiLib]

Returning via Fedex location is probably a good idea. Unfortunately for me,
that is a 30 minute drive. I'm going to continue to be a squeaky wheel.

[meresydotes]

@ChiLib I don't even think it needs to be an office. The envelope would have fit into one of their drop boxes. Those are all over.