Versa not tracking sleep or heart rate

[twin02199]

Hi,

My Versa is not tracking my sleep or heart rate.  It stopped doing both 2 days ago.

I have reset my the device a couple of times, including a factory reset, unpaired the device and went into the app and basically started over.

One thing I have noticed is that the light on the back is not lit up when I remove the versa.

Does anyone have any suggestions on what I can do to troubleshoot? 

Thanks

[NellyG]

Hi @twin02199  Id suggest you go to the Settings app on your Versa and check that the Heart Rate is still turned on. If it is, turn it off and restart the Versa several times, then go back to the Settings app and turn it on again. If that doesnt fix it please come back here.

Restart your tracker

[LiveWires]

I'm having the same problem. Restart-cycled it about a dozen times, some with HR setting off, some with it on, nothing seems to get the sensor going again. Factory reset - didn't do anything. Still seems to track steps, but not HR or anything depending on HR (sleep, activity, etc.). Maybe a hardware failure? Running out of things to try...

[NellyG]

Hi @LiveWires  I have flagged a moderator to come and help you as you have tried all possibilities!

[Piatpt]

I have exactly the same problems - also with the light, and I have also tried resetting it several times

[twin02199]

Thanks everyone.  I tried restarting again and did the factory reset.  I then called Fitbit Support and they saw everything I have done and they are sending me a replacement device.

I suggest if anyone can not get their device to work after trying the resets and other troubleshooting things to contact Fitbit to see if they can help at (877) 623-4997.

Thanks

[AlejandraFitbit]

Hello guys, thanks for your participation in the Community and @NellyG the input.

@Piatpt and @LiveWires, I appreciate all the efforts in trying to fix this heart rate issue. Once we get to fix this, you will be able to see your sleep information.

In the meantime, I recommend taking a look at the help article: Why don't I see my heart rate on my Fitbit device? and make sure you have followed the instructions provided there.

@twin02199, those are great news, I am glad to hear that you will be receiving a replacement. At the moment of receiving it, you can follow the instructions provided in the help article: How do I set up my Fitbit device? to set it up.

Let me know the outcome.