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Versa screen not responding and heartrate is way off

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‎10-15-2019 18:58

‎10-15-2019 18:58

Starting yesterday my versa screen isn't responding most of the time and it has my heartrate really high for no reason- saying I'm burning 4000 - 5000 calories while doing nothing. It has always been very accurate so not sure what the issue is. Have reset multiple times and it hasn't helped. Did the update Sunday- anyway to go back to the previous version? Have a factory clock face btw.

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‎10-16-2019 07:29

‎10-16-2019 07:29

@Jessilee5671, welcome to our Fitbit Community! I'm happy to assist you with your Fitbit Versa since the screen is not always turning on and it's tracking high heart rate readings. By the way, thank you for troubleshooting this issue before contacting our forums.

 

I'd like you to try a factory reset. To do so on your device, open the Settings app > About > Factory Reset or Clear User Data. Please sync your watch before this in order to avoid losing current data. If your screen remains blank let me know and I'll be happy to follow up.

 

Keep me posted on the outcome! 😀

JuanJo | Community Moderator

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‎10-16-2019 14:35

In response to JuanJoFitbit

‎10-16-2019 14:35

Took about an hour to get the screen to respond to my touch good enough to start the reset and when it was done and set back up took hours to get through the start up tips. The hr is still way off and obviously the screen is still not responsive most of the time. Any reasons why it would suddenly have these problems? I also cleaned the back and screen hoping something was just blocking the sensor and touch screen, but no difference. Bought it soon after the release, so I've had it for awhile and have never had any issues up until this point. 

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‎10-17-2019 05:45

In response to Jessilee5671

‎10-17-2019 05:45

@Jessilee5671 thank you for getting back and trying the the recommended troubleshooting steps.

 

Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

 

Let me know if you have any questions.

JuanJo | Community Moderator

Running with music makes you happy! Share Your Story

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‎10-17-2019 05:55

In response to Jessilee5671

‎10-17-2019 05:55

Mine done this too. No matter how many steps others in the forum tell you to take none of them work.

 

Start a live chat with fitbit and tell them you have tried them all and they dont work and they will send you a replacement. It happened my versa twice. They tried to tell me it was a software issue but it isnt the case. The versa is faulty. Nothing you do will fix it.

 

Hope this helps 🙂

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