Versa heart rate monitor not working - two dashes, no lights

[RadioDorothy]

I've had my Versa since October 2018, and it has worked perfectly up until this morning when my heart rate started showing as unusually low (56 when I'd just hauled my fat carcass up a hill), then simply stopped working altogether. The display shows 2 dashes, and the LEDs are not flashing at all.

I have checked that HR is on; restarted; toggled HR off/on and saved and synced; shutdown the device altogether and switched back on; no luck, the sensor seems to have died completely.

Anything else I can try? I received it as a gift 9 months ago so I think it'll be under warranty. I'm using the android app to sync. 

[Julia_G]

Hi, @RadioDorothy , it sounds like you have already tried the usual troubleshooting steps.  I have flagged your post for Moderator attention and someone should be here soon to help you with Customer Support.

[sannr]

Mine is doing the same thing and I’ve only had it a month!  It stopped one day after I charged it. Settings are on. I’m very frustrated. 

[Julia_G]

Hi, @sannr, have yu tried all the trouble shooting steps mentioned above?

1. Turn HR off, wait a moment, and then turn back on again.
2. Turn your Versa off completely, and then turn back on again.

When the HR is set to on, are the lights flashing?

[RadioDorothy]

Thank you Julia! 

[LiliyaFitbit]

Welcome to the Fitbit Community @RadioDorothy @sannr ! It's nice to see you around @Julia_G ! 

@RadioDorothy I appreciate your participation in the Forums and sharing the details of the issue you're experiencing with your Versa heart rate monitor. Thank you for your troubleshooting efforts. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to assist you further and provide a solution. Please keep an eye on your inbox for further instructions.

@sannr thank you for joining the conversation. I am sorry to hear you're experiencing the same issue. I appreciate your efforts to resolve this and would like to confirm if you've tried the complete troubleshooting steps provided by @Julia_G ? You can find additional troubleshooting steps here. 

@Julia_G thank you for your support!

I'll be around if you need further assistance.

[kcar]

My Versa is also not displaying HR, but in addition the display is flashing continuously.  I have shut down the watch through the setting feature "about" and turned it back on several times.  Also turned the HR feature on and off several times.  Nothing is solving the issues .  Please help!

[TwiHope]

Same problem here.  Soft reset many times as well as factory reset.  Nothing helps

[LiliyaFitbit]

Welcome to the forums @kcar! It's nice to see you around @TwiHope. 

@kcar thanks so much for taking the time to troubleshoot the issue you're experiencing with your Versa's heart rate monitor and the display. Upon checking with our Support team, I was told that you have already contacted them and that they were able to help you. I appreciate your time and efforts. 

@TwiHope thank you for joining the conversation and sharing the steps you took to resolve the issue with your device. I could see that you got in touch with our Support team about this. I know they will be glad to help you out and provide you a solution, please keep working with them. 

If you have any questions, feel free to let me know.

[TwiHope]

There is no solution for mine 😑 still won’t track heart rate and can’t be replaced since I already used the warranty for my first versa when the screen digitalizer blitzed

very frustrating for this device to not last more than a year with its price tag 😓

[LiliyaFitbit]

Hi @TwiHope, it's nice to see you around.

I appreciate your participation in the Forums and sharing your experience. I am sure Customer Support tried to help you in the best possible manner, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I totally understand how you are feeling and appreciate your feedback. We're constantly working on improving our devices and user experiences and hope to keep you in the Fitbit family.

I'll be around if you need further assistance.

[Beks86]

Hi there, I’ve also purchased my Fitbit in October and I also have the same problem with my heart rate. It either shows two lines or my heart rate it at 180 while I’m sitting in or laying in bed. Ive also tried all the things suggested online such as check heart rate monitor, turned it off and on, synched the Fitbit. 

[TwiHope]

Mine does not even have the lights on the back working any longer.  Very Frustrating as the heart rate monitor is what I want to watch while working out, otherwise I could track my steps with my phone!  Yours should still be covered under warranty tho if it was October. 

[LiliyaFitbit]

Welcome to the Fitbit Community @Beks86. It's nice to see you around @TwiHope. I am sorry for the delayed response. 

@Beks86 thank you for joining the conversation and sharing that you're experiencing the same issue with your Versa's heart rate monitor. I appreciate your troubleshooting efforts. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to assist you further. Please keep an eye on your inbox for further instructions.

@TwiHope thank you for your input. I'm sorry to hear about your experience, I apologize for any disappointment.

Let me know if you have any further questions.

[Morrigan]

@LiliyaFitbit 

I am reading this issue with the Versa all over the forum. In the German and the English version.

And I have the same issue. After resetting my Versa it measured the Heartrate again for a bit more then a week and now it startet all over again 🙄

Could it be that there is an issue with the current software on the Versa? 

[LiliyaFitbit]

Hi @Morrigan, it's nice to see you again in our Community Forums!

Thank you for joining the thread and sharing that you're experiencing the same issue with your device's heart rate monitor. I appreciate your troubleshooting efforts. Thank you for letting me know that a restart helped you to resolve the issue before, but now you're experiencing the same difficulty. Several factors could be the reason of the issue and our team is constantly working on improving our devices and user experiences. Be sure to keep your device and the app up-to-date. In order to update your app you can follow the steps provided here.

I would like to confirm if you've checked the complete troubleshooting steps to resolve the issue: Why don't I see my heart rate on my Fitbit device?

If 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?

Let me know how it goes.

[Morrigan]

My app should be up to date with version 2.95

I did the steps and also turned HR off for a while, did turn the Versa off for a few minutes, turned it back on. HR back on. It was good for a day and than again, no HR measured sometimes. 

I did nit do the factory reset yet. But I will try this too.

But still, how can it be that so many Versa users have the same HR measures issue at the same time? And I am also sure a lot of the Versa users didn't even see it yet....

[LeahLL]

Mine is doing the same thing. I've tried everything you mentioned as well. I've only had it since December (got it for Christmas). Not sure what else to do.

[Morrigan]

@LiliyaFitbit 

I am about to get angry. I really like my Versa. And I had no issues so far. But this Heartrate not working is going on my nerves. Big time 😠

I did the factory reset yesterday morning. And what should I say? HR stopped working again yesterday evening throughout the whole night. 

And btw: after scrolling though the first pages of the forum I think I am wright. There is a software issue. How else could it be that so many Versa users have the same issue?

We really need help here. Because I bought this Versa also for it's HR

[LiliyaFitbit]

Hi @Morrigan, thank you for your reply. Welcome to the Fitbit Community @LeahLL. I am sorry for the delayed response.  

@Morrigan thank you for sharing the additional details and screenshots. I totally understand how you are feeling as you would like to continue using your device and all its features. I appreciate your troubleshooting efforts and understand your concerns. Since the steps you tried didn't work, I've gone ahead and escalated your case to our Support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

@LeahLL I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue working with them. I know they will be glad to help you out and provide a solution.

If you have any questions, feel free to let me know.