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Versa shows high heart rate

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‎10-16-2019 20:41 - last edited on ‎10-17-2019 08:04 by Fitbit Moderator

‎10-16-2019 20:41 - last edited on ‎10-17-2019 08:04 by Fitbit Moderator

My issue with HR on my Versa has started on Oct-07.
Looking at my HR graphs, they suddenly started to be constantly going in maximum range and cardio range while I was not performing any activities that would generate these numbers.
Before Oct-07, my graphs did not include any red and very limited orange. Since that date, my HR graphs are in these colours the majority of the time.
In fact, I had never been in the red zone (maximum) ever before and for the last week, it shows maximum several hours each day...?!?

 

Looking at many posts on the Community Forum, I could see that the problem started as early as in 2017 for the Ionic!!!

I was also deeply surprised to find that this malfunction started in 2018 for the Versa, more than a year ago!!!

 

I was astonished to see the large number of people having that problem and how long ago this has started.

The problem has been known by Fitbit for a very long time.

Since all that time, Clients keep being told that "It is a known problem and Fitbit Support are looking at it...

 

This problem is not just a minor issue.

Because of that, several key functions of the watch are useless: Sleep Monitoring, Activity Tracking. Burned Calories tracking. This make the watch pretty useless...

Considering all the above, it is not acceptable that we are still getting the same answer: 

"it is a known problem... it is being looked at by Support...".

 

 

Moderator edit: updated subject for clarity

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‎10-17-2019 08:12

‎10-17-2019 08:12

@A.J.Pat A warm welcome to our Community!

 

Let me help you with your hear rate readings on your Versa. Have you tried any troubleshoots? I suggest you clean the back of your device with cotton and rubbing alcohol and restart it. Turn the heart rate off, save and sync then turn it on save and sync again. Also check these tips to improve the heart rate reading on your device. 

 

Let me know how it goes.

Alvaro | Community Moderator

If a post helped you try voting and selecting it as a solution so other members benefit from it. Select it as Best Solution!

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‎10-19-2019 10:12

In response to AlvaroFitbit

‎10-19-2019 10:12

Hi,
I had seen many comments of owners that had tried the proposed cleaning process, but did not see anyone reporting it had worked.
Nevertheless, I have performed the cleaning and resetting steps that were suggested.
Great surprise, after observing it for 24 hours, it looks like the HR reading is now behaving has it was originally when I got the watch. The HR graph is now consistent with my activity. My sleep tracking/analysis is back to expectable results.
So all seems back to normal.
Thank You!

IMPORTANT FEEDBACK about Fitbit Support
I think that the Fitbit Support via Tweeter has done a very poor job on my problem. Here are some supporting facts:
1. Initial suggestion was only to review wearing guidelines and possible environment factors even if my issue involved HR readings that were extremely higher than expected.
2. I was asked 2 times to provide info to create a case. I provided the info twice. I was finally told that there was no point to create a case because it is a Known Issue...
3. I was told that it was a Known Issue and that the team was working on it, but may not be able to provide a fix in the near future.
4. I was told to follow Community Forum in order to have news on this problem. I was given the following link: https://community.fitbit.com/t5/Ionic/Inflated-heart-rate-reading/td-p/2238920
That link points to subjects from 2017 and talking about HR issue with the Ionic. So I understood that this is a 2 year old known problem with no solution yet... I am highly frustrated at that point.
5. The last message I got from Support definitely looked like a "pre-canned" message: <>
More frustration!!
6. I have searched (google) for high HR reading issues with Versa. I found many cases, mostly coming from Fitbit Community Forum. I see cases from 2018, more than 1 year ago. In these cases, I see that some people were asked to take some actions, including cleaning the back with rubbing alcool. All the ones I saw reported that it made no difference. So I concluded that I all these people are waiting for a fix that never comes?!?
Adding to frustration...
7. To sum up the weak moves:
- I reported a problem with Versa and I was given a link to issues with Ionic in 2017.
- I was given divergent answers regarding the pertinence of creating a case.
- The final message from Support (inserted in 5. above) was basically excuses and little hope for a resolution.
Maximum frustration!!
At that point, I entered the Community and created my subject, mainly to express my frustration and without expectation.

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