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Versa not tracking heart rate data

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‎02-26-2021 08:54 - last edited on ‎03-01-2021 13:55 by Fitbit Moderator

‎02-26-2021 08:54 - last edited on ‎03-01-2021 13:55 by Fitbit Moderator

The other night my Versa stopped tracking my heart rate. I restarted it three times but it still showed nothing. Instead, it shows two light gray dashes where my heart rate should be. I had cleaned the back of my watch, I had the band as tight as it could go but still nothing. I contacted Fitbit support through live chat yesterday (which seems to not be working today) and the person I was chatting with had me do a factory reset and told me it should work again when it was done. After the factory reset it still was not reading my heart rate. I have even checked settings on my watch and it says heart rate tracking is on. When I look at the back of my watch I notice the heart rate sensors no longer flashing. Anyone else experiencing this problem and know how to fix it? 

 

Moderator Edit: Clarified subject

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‎02-26-2021 10:10

‎02-26-2021 10:10

Check with a magnifying glass that there isn't condensation in the little windows in the back.

Make sure to know your watch and Fitbit App versions.

 

If there isn't any condensation it seems like it could be a common issue if it has been updated and was working before.

If the heart rates sensors aren't working after a factory reset, seems there is now a fault.

In which case its probably best to inform Fitbit Support directly. They may be able to help you, or replace it under warranty.

Author | ch, passion for improvement.

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‎03-01-2021 14:33 - last edited on ‎07-05-2024 13:05 by Fitbit Moderator

In response to Guy_

‎03-01-2021 14:33 - last edited on ‎07-05-2024 13:05 by Fitbit Moderator

Hi @clb129, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps with our Customer Support team. Since you already received assistance from them, I recommend you to contact them back if you require further assistance with your Versa or if you have any additional questions about the outcome of your case. 

@Guy_ Thanks for the helpful information that was shared on your post.

I'll be around.

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