Versa doesn’t track steps

[ritakate]

My versa refuses to track any steps. I have reset it several times. It will track for about two minutes and then get stuck. Every existing forum says to reboot but that has done nothing. It is updated to the latest firmware, which was done yesterday. It was also factory reset and transferred to a different phone yesterday. This has been happening for 3 days. 

[JuanJoFitbit]

Hi @ritakate, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

I would like to follow up and help you with your Fitbit Versa since it stopped tracking steps properly. By the way, thank you for troubleshooting this issue before contacting our forums.

I'd like to know if the issue persists or if it got resolved. Also, let me know how the factory reset was performed. This will help me to avoid providing the same information.

Looking forward to your response.

[ritakate]

The issue seemed to resolve itself and for a while, it was working. Now, all of a sudden, just today, it is failing to track steps again. I have even reset it several more times and now it does not even track for a second. 

[JuanJoFitbit]

Hi @ritakate, I'm sorry to hear that the issue persists, Please let me know if you performed the factory reset as below:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Set up your watch from scratch and see if it tracks your steps properly

Keep me posted on the outcome.