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. 

[LeahLL]

Thank you! I sent them a screenshot as well. Mine will show a heart rate when it stops working and just be stuck at the heart rate until it decides to restart (it's been stuck at 68 all afternoon with no green lights until I just restarted it)

[LiliyaFitbit]

Hi @LeahLL, thank you for your reply. 

Thank you for sending a screenshot to our Support team. I appreciate the additional details and your efforts to resolve the issue. I recommend you to continue the assistance with our Customer Support. You're in good hands now. 

I'll be around if you need further assistance. 

[BSUGirl]

I am having the same problem and have gone through all of the troubleshooting steps.  Green light on back is blinking, but I still have the 2 dashes next to BPM.  I already used my extended protection to get a replacement after my first Versa fell on the floor and the screen cracked.  Any assistance is greatly appreciated.  

[Morrigan]

@LiliyaFitbit 

Thank you for forwarding my case. You and the support team have been a lot of help. 😁

[LiliyaFitbit]

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

@BSUGirl thank you for joining the conversation and sharing your experience and the details of the issue with the heart rate monitor on your device. I appreciate your troubleshooting efforts and would like to confirm if the heart-rate setting on your device is turned on: Open the Settings app on your watch and find Heart Rate. Make sure Heart Rate is On. Let me know how it goes!

@Morrigan thank you for your time and feedback! Looking forward to seeing you around the forums. 

I'll be around if you need further help!