Versa heart rate monitor stopped working

[jiitee]

Yesterday, out of the blue, my Versa stopped monitoring heart rate. The led behind the clock stays off. I’ve tried rebooting, factory reset and switching the heart rate setting on/off. Nothing works. Anything else I could try? Or just admit that Versa has a quality issue and go and buy an apple watch?

Moderator Edit: Clarified subject

[randmel]

I wonder why you were offered a discount on a new one, but no one else having the same issue was.

[Abm3273]

Not true--I was offered a discount. I have 30 days to decide to use or or I will have to jump to another brand. I don't have an iPhone (nor do I want one) so the Apple watch isn't an alternative for me. Might have to go back to Suunto.

All other functions work so it seems kind of wasteful to order another watch (Fitbit or not). 

[Abm3273]

Update: Watch screen is now completely black which confirms my original suspicion that the watch was dying. Oddly, my alarm works and the occasional notification vibrations too. It appears to still be syncing with my phone. 

I went thru the boards to see if there was a solution for black screen but they all rely on being able to see the screen...so any advice is pretty much useless. The troubleshooting boards are scary; lots of issues I (thankfully) never experienced. Really makes you think about the quality of the product. I did just order the replacement this morning but the boards have me worried and am seriously debating returning it as soon as it's delivered. 

[kody1096]

There are a lot of us in the same boat with the HR monitor not working anymore.. mine stopped on July 11 and hasn’t worked since.  Basically I’ve given up as there isn’t anything that helps on the forums, and the posts/chats ive been involved with haven’t gotten any responses back in the almost 10 days.

[Danny_it]

Good evening.

I had the same problem. I noticed that the backlights were off only after some days. At first I thought it was the last app update issue, (suddenly the Versa -battery- worked only for 1day maximum and the heart rate wasn't recorded for the last week. So the sleep monitoring). After various reset and change of mobile (LG android 5.0.2 and Samsung 5.1.2) the situation didn't changed. It even took a lot of time and attemps to update the version of my Versa, with various errors shoqing out. I even notice that it is impossible to change the appearance of the screen (the only change possible is the colour...so at first I though the draining battery problem was due to the default screen that require more power, likely). I started using my Versa only 1year and half ago, so I think that the lifetime of this little jewel is definitely too short...hope You can help me out.

[Danny_it]

Well, Fitbit team supported me almost immediately via phone and mail. I followed their instructions and they checked my Versa via app. They were very kind and cope with the problem as after sale service for my tracker (still has the manifacturer' warranty).

[Blondienanni]

Hi, I having the same problem with my Versa. I bought it last Christmas but few weeks ago the heart rate stopped working. I don't know what to do and how to solve it...

[VarunMand]

Hello @MarreFitbit , 
I had my Fitbit Versa delivered a few days back. I am also facing the exact same problem. The heart rate sensor was working initially, however it stopped after a while. Then i did the restart after which it started working again for a short duration of time. I have tried every way possible - restart, factor reset, cleaning the watch and everything I could find on the internet. It is still not working. Could you please look into this and suggest me a way to get it repaired or provide me with a replacement ?

[Merys36]

I have experienced this too, since performing a software update, have you fixed it? 

[Strickla]

I have a Versa also and I have rebooted, done a factory reset and tried changing setting and nothing I have done has re-started the heart monitor again.  I see no green light on back. This is one of the main reasons why I bought it was to monitor sleep patterns and heart rate.  I was going to purchase the Premium Health Subscription while it is 33 percent off but that makes no sense now.  Is it the settings or the watch?  From this forum, it looks like many people are having the same question?  Thanks.

[Merys36]

Unfortunately wasn't able to fix this, despite factory reset etc. Worked with the online chat help and my Fitbit was still in warranty, so I've opted to order a replacement. I am still worried that there is a link to the update, but I guess its wait and see.

I hope this helps

[SelimNYC]

Yesterday, out of the blue, my Versa stopped monitoring heart rate. The led behind the clock stays off. I’ve tried rebooting, factory reset and switching the heart rate setting on/off. Nothing works. Anything else I could try? 

I have the same problem, what should i do?

[Dianawhittebort]

Mine it’s not working and today the screen it’s not working 😕

[decurtin]

My Fitbit "problems" started with the Heart Rate not working, next the
Footsteps stopped working, then not charging, etc.

I tried all the same procedures you mentioned without success.

Eventually after a Customer Rep tried to walk me through some of the same
steps, it was decided that my device (1 month past the 2-year guarantee) was
"dead". So, he offered a discount coupon towards a new Fitbit device
(special email with the authorization).

So, now using a new device, again with a 2-year guarantee.

Not sure the mode of failure, but it was sudden, with no recourse.

Regards, Dennis