Versa crashing when running

[Jillb53]

In the last couple of weeks my versa has really started acting up. It went black for a few days and I had to reset it. Yesterday I went for a walk for 2hrs and it crashed halfway through. Despite recording large chunks of the walk on GPS it only recorded around 4k steps. The last two nights it recorded only basic sleep data and when I woke up it thought my heart rate was over double it's normal resting rate. The heart rate has continued to track high all day to the point the fitbit thinks I have been active for over 600 minutes but has only recorded 3k steps! Can somebody please help me??

Thank you!

Moderator edit: format

[Marrrmaduke]

@Jillb53 By reset do you mean restoring to factory defaults? What's your Versa firmware version, your phone model and OS? Also, does it still crash if you turn off connected GPS? Also, have you tried regular reboot (several times in a row) by pressing and holding the left and bottom right buttons until Fitbit logo flashes.

[JuanJoFitbit]

@Jillb53 Welcome to our Fitbit Community! I'm sorry to hear that your Versa stops tracking your stats all of a sudden and crashes even though you have restarted it. My friend @Marrrmaduke is right, please let us know if you did a factory reset or if it was a normal restart. This information will help us to proceed accordingly.

Looking forward to your response! 

[Jillb53]

Thank you both for your responses. I have only restarted rather than done a factory reset. I have restarted it several times over the last week but it's not right. The heart rate monitor is not working at all now - the light at the back isn't  flashing. I have a Samsung s8 with android OS 8.0.0. My versa firmware version is 32.32.10.15. I will try turning off connected GPS tomorrow when I go out and see if it makes a difference. I'm mostly concerned now that the heart rate function has completely stopped working 😕

[Marrrmaduke]

@Jillb53 Can you see any HR recorded in the Fitbit mobile app? Also, when you swipe up on the main screen of Versa and scroll down to HR can you see it there, or does it show "--"? Try toggling HR monitor ON/OFF on your Versa with a reboot of the tracker in between. Also, you can try shutting off your Versa for several hours to see if that helps. If you cannot restore HR monitoring, I would perform a factory reset hoping that an update of a firmware that will automatically happen will help.

[Jillb53]

Hi @Marrrmaduke the heart rate wasn't showing on the app and when I swiped to see heart rate on the phone it showed -- rather than any data. The lights at the back were still not flashing. I have just completed a factory reset but the heart rate monitor is still not working. Is it worth trying again or do I just have a broken versa? 😥

[MarioDings]

When riding my bike it's more than regular that the GPS function is stopping. My commute is 20+ km 

 There are gaps in the TCX, sometimes of a few seconds. It's because the phone doesn't  log. It just sends. The watch some times (or more ) has no connection to the phone. 

I would suggest that you do your logging on the phone. (with an extra app)

Activity History
Date	Activity	Distance	Duration	Calories
28 Nov, 16:30	Bike	13.99 kilometers	37:50:00	317 cals
28 Nov, 07:04	Bike	20.25 kilometers	51:56:00	434 cals
26 Nov, 16:50	Bike	11.6 kilometers	31:50:00	331 cals
26 Nov, 07:01	Bike	16.28 kilometers	43:56:00	447 cals
24 Nov, 17:06	Bike	8.8 kilometers	23:25:00	240 cals
24 Nov, 16:20	Bike	1.62 kilometers	05:14:00	46 cals
22 Nov, 17:00	Bike	15.01 kilometers	39:28:00	318 cals
22 Nov, 07:14	Bike	16.42 kilometers	43:18:00	331 cals
21 Nov, 16:25	Bike	17.2 kilometers	45:46:00	411 cals
21 Nov, 07:04	Bike	13.38 kilometers	38:43:00	388 cals
19 Nov, 13:03	Bike	13.47 kilometers	35:02:00	265 cals
19 Nov, 06:56	Bike	16.68 kilometers	45:44:00	335 cals
13 Nov, 16:42	Bike	12.93 kilometers	35:29:00	265 cals
13 Nov, 06:53	Bike	17.01 kilometers	42:11:00	334 cals
08 Nov, 17:11	Bike	14.12 kilometers	01:04:10	363 cals
07 Nov, 15:57	Bike	17.85 kilometers	55:23:00	460 cals
07 Nov, 07:05	Bike	19.27 kilometers	55:10:00	441 cals
06 Nov, 16:33	Bike	20.5 kilometers	57:57:00	466 cals
06 Nov, 06:57	Bike	20.78 kilometers	52:26:00	463 cals

[Marrrmaduke · Accepted solution]

@Jillb53 I'm afraid at this point you need to reach out to Customer Support to guide you through the next steps. This might be a hardware issue and you might need a replacement.

[Jillb53]

Thanks @Marrrmaduke for your help. I'll get in touch with customer support ☹

[Marrrmaduke]

@Jillb53 Sorry I couldn't be more helpful. Good luck.

[JuanJoFitbit]

@Jillb53 I'd like to follow up and would like to know if our Support team provided a solution.

@Marrrmaduke Thank you so much for your help my friend!

See you both later!

[Jillb53]

Hi @JuanJoFitbit turned out to be a hardware issue so customer support sorted me out a replacem3nt versa which arrived today. Its a shame my versa onlh lasted 6 months but problem solved and the customer support and forum help has been great

Thanks again @Marrrmaduke for your help!

[JuanJoFitbit]

@Jillb53 I'm sorry about the experience you had with your Fitbit Versa. However, I'm so glad to hear that you were sent a replacement. Thank you for posting the update here.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 

[Marrrmaduke]

@Jillb53 I'm glad it all got sorted out! 😊

[Londonsje]

This has been helpful to me since my Versa is about the same age as yours and seems to be giving me the same problem.

[JuanJoFitbit]

@Londonsje I'm sorry for the late response. However, it's great to see you in the Fitbit forums.

I would like to follow up and would like to know if your Versa is still crashing when you go for a running activity or if it got resolved.

In the meantime, please restart your watch as advised in this help article. After this, monitor your Versa and see if the issue gets fixed.

Keep me posted on the outcome! 😀

[AQ1]

my versa crash eveydau since sept. my device have usrd a little less one year.

l have to install the soft ware every day, runing once which get the data from device ok. but it crashes eith after an hour, or when close/reopen it.

what should do?!

[JackieAnn]

Mine is doing the same thing after a recent update and customer service is giving me a run for my money. They say my warranty just expired but this is clearly a hardware issue. I'm livid. If I had broken it myself it wouldn't be an issue. This is unprofessional I feel cheated.