Versa not recognizing active minutes or calories burned during exercise.

[KristinaHi]

I have had my versa for just over a month. It has suddenly stopped recognising my actives minutes for today (i have done about 1 1/2 hours of vigorous exercise.) and calories burned while exercising. I have rebooted my versa with no change. Any ideas?

[singaporeray]

I have the same issue.  My Versa has recorded active minutes very well for over a year.   Today it stopped.  Today I skied 4 hours, lifted weights, and spent an hour on the elliptical.  It says no active minutes and no calories burned.  Interestingly it picked up the hour on elliptical but did not count it as active minutes or calories burned.  I have reset the watch but no change.  PLEASE HELP

[KristinaHi]

Hey,
So glad Im not the only one. I hope someone can come up with a possible solution. So annoying!

[singaporeray]

I just spent 30 minutes chatting with tech support online and they finally said it is a known problem and they are working on a solution.  As mentioned mine worked fine until today when it recorded no active minutes or calories burned even though it recorded my steps and 60 minutes on an elliptical.  Hopefully they come up with a solution soon.

[ActiveEagle]

I have the same issue. Device was recording activity and tracking fine for a few months. Then around week of 1/7/2019 the heart rate started to not pick up, and then days later, the battery started to drain quickly. This is my 3rd Fitbit Versa replacement. I got the first one as a gift May 2018. I'm really annoyed at the quality of this device.

[silvergirlsails]

Same.  I’m having a couple issues just today.  The first is that the Versa stopped tracking calories burned and active minutes.  The second is that the app will not sync the 250+ steps per hour dots.  I have them on my Versa, but the app shows none.

EDIT: Now I’m seeing that I’m missing steps and the heart monitoring as well.  It’s giving me some steps but mostly showing 0 as a baseline the whole day.  And the heart monitor has just been gone for the entire day.

[KristinaHi]

Hi,
I was having the same issues this morning and now , suddenly, its working again. Perhaps a glitch with Fitbit?
I hope yours is working now too.

[KristinaHi]

Hey Singaporeray,
Just in the last few hours my fitbit has “magically” repaired itself and is now working properly again.
I did contact Fitbit Support but I haven’t heard back yet.
I hope yours has done the same!!!!

If not, its probably worth a quick email.
Good luck with it.

Thanks for your moral support!!!!
Cheers,
Kristina

[KristinaHi]

all good now.
It has ‘mysteriously’ fixed itself.
Hope yours has too

[silvergirlsails]

It seems to be working today!  Yesterday’s data never did sync up correctly, so that’s gone. 🤷🏻‍:female_sign:

[TheBadWolf420]

Mine is still doing it today, calls and texts don’t show up on the watch either today or yesterday. 

I did manually add my workout yesterday to keep 6 days goal going but, today’s workout 2 hours ago isn’t reflected still. 

I see a few people’s are working today, so I am assuming they are working on the issue. 

[singaporeray]

Yes mine also started working again.

[singaporeray]

Mine also started working again...I wonder if Fitbit did something or it just started working?

[lberg929]

Mine was working yesterday, but now again it is not working. Anyone else's not working today? Planning to call FitBit customer support in a bit. Also, I have noticed my battery is draining super quick recently.

[silvergirlsails]

I did find a short term fix, at least for me... 

I had the issue pop up again the other day (for a second time since my original post / issue).  I had most things sync, but it would not sync active minutes nor hours with 250+ steps.  And data within categories was missing (heart rate, calories, steps, etc. on the pages where you see the individual graphs - data was just blank).  I was able to make them all show up eventually by taking my phone off WiFi and syncing that way.  Not sure this will work for everyone, but maybe give it a try? 🤷🏻‍:female_sign:

[shelliewear]

Did you get any help? Mine won't do active steps and calories. I turned it off and on, logged out and in, and all of the other things people said to do. I did get my heart rate but that is it. 

[SunsetRunner]

Hi, if you are using a Third Party Clock Face, this can happen due to the fact that some of these are not always fully compatible with the new Firmware version. If you use such one, install a clock face by Fitbit itself ("Layers for the Versa as default and "Light" for the Versa SE). After that, restart your Versa and see if the problem is solved. 

[shelliewear]

No I am using a Fitbit clock face. The problem seems to have resolved itself.

[lberg929]

I spoke with FitBit support last night. Switching the clock face fixed the active minutes issue. However, it is still not recording my steps per hour and hours of steps. They are also doing a battery life test on my watch.

[HeydyF]

Hey guys! I appreciate you are bringing this issue  to our attention! 

For those who already contacted our Support team, I want to thank you for taking the time to do so. As they already informed, this issue it's being investigated, so I will ask you to be patient while our team founds a solution as soon as they can. 

For those whose Versa is tracking active minutes again, thanks for the update. 😉 

Let me know if you have further questions or comments!