Versa stopped tracking HR and steps

[danielleb55]

Bought a Fitbit Versa last weekend. Was working great the first few days. The last couple days the battery has been draining much faster. Then this morning, it stopped tracking my HR, and any activity information. I noticed it after I got back from the grocery store and my steps are at 0 even though I walked around the store for an hour. I did a reset (3 button) but it didn’t change anything. The green HR light is no longer on. Looking for solutions or will have to return .

[DramaQueenDiva]

Thanks for doing the restart, that will save a lot of time.  Let's take a look at each issue separately:

For the heart rate issue, could you please log into your Versa settings and verify that the Heart Rate feature is enabled?

Second, could you look under the watch and tell me if there are two flashing green dots on?  This is the Heart Rate monitor, and they should be on.

For the steps feature, could you log into your app and tell me what your battery level is?  Sometimes the battery will stop counting steps depending on battery level.  This may also contribute to the lack of Heart Rate information you are experiencing.  If the battery is low, please plug it in to the charger and give it a full charge.

To save battery, you may want to turn off all notifications, All Day Sync, and Always Connected as these features will often drain battery.

As for the lack of steps in the grocery store, is it possible that you were pushing a cart?  If you were, your steps won't count, as you wouldn't be moving your arms.  You can always stuff the Versa in your pocket to count steps, but you won't get a Heart Rate reading by doing this.

[danielleb55]

The HR feature is enabled. 

The green HR sensor lights are not active. They were working last night but when I noticed the phone wasn’t tracking my steps this morning I also noticed the light was no longer operating. The factory reset did not fix this.

The battery is at about 25%. It’s charging because after the rest I not have to repair the device to the app.

I already had most notifications off and the all day sync off. Then again if the only way for your products to work is for people to not get any notifications it means your product isn’t very good since the whole point of these devices is to get notifications to keep you on track for your walking and other goals.

The grocery store wasn’t just an example and I usually park the cart in the aisle and walk up and down to get what I need. It didn’t track my steps or stairs before or after my grocery trip this morning.

After reading through all these community posts it seems like the Versa is a fairly defective product as many people have had similar issues. If I can’t get it to start working in next day or so I’ll be returning and getting a Garmin.

[danielleb55]

Also since the factory restart I can’t get the device to pair with the app anymore. I deleted the Versa from the app, deleted and re-installed the app. The Bluetooth tries to pair but never completes the pairing

[oconnortf]

Did not see a resolution on this - Yesterday or the day before my Versa stopped tracking steps and heart rate etc. of the 4 sensor lights on the back I only get 1 occasional fast flashing green in the second position of the four. 
     I shutdown and restarted - then after trying a few things did a factory reset and that did not correct the issue either.
     not sure what steps to take from here.

[lalyda23]

I just started having the exact same problem about 3 days ago - completely stopped tracking my steps and heart rate on the watch. I also only have 1 fast flashing green light in the same position.  However, when I look at the app on my phone, the data is there.  I've tried resetting multiple times, connecting the watch to the computer, letting the battery die completely dead and starting again.  Nothing is working.  I've had it for 6 months and have never had this problem before.  While I realize the problem often lies between the keyboard and the chair on obvious issues, I've had it long enough to know how it usually works and this is a complete anomaly and I can't figure out how to fix it.  Would be a shame to have lost usefulness after just 6 months  😕  Any help would be appreciated.

[Marrrmaduke]

@lalyda23 Try performing factory reset.

@oconnortf Unfortunately, at this point you may need to contact Customer Support to guide you through the next steps. This might be a hardware issue.

[LHanna123]

This happened to mine.  Changing the clock face fixed it.  Give this a go.

[KStan]

Yes!!! This is the only thing that fixed the issue for me. Thank you for commenting with this fix idea. It worked like a charm.

[LHanna123]

Excellent, glad it worked.


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[SunsetRunner]

Thank you so much. I also tried restarting, shutting down, etc. Changing the clock face worked for mine too. So glad I found your post. 

[LHanna123]

No worries, glad my post was able to fix it.

Cheers



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This email is confidential and may be subject to legal or other professional privilege. It is also subject to copyright. If you have received it in error, confidentiality and privilege are not waived and you must not disclose or use the information in it. Please notify the sender by return email and delete it from your system. Any personal information in this email must be handled in accordance with the Privacy Act 1988 (Cth).

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[lissa673]

Changing the clock face worked for me too! Thx!

[lauralj]

My fitbit watch still tells time and counts steps but no longer shows my heart rate

[lalyda23]

Mine did that too. I changed the watch face and that fixed it. Good luck!!!

Sent from my iPhone.

[lauralj]

Thank you but I forget how to do that.

[lalyda23]

You can google it, that’s what I did 🙂

[Loved]

Tried resetting my Versa Lite several times. Nothing worked--almost nothing. Someone mentioned the clock face and how that might have an effect on the performance. I changed the clock face and everything works again! Note: I had restored  my iPhone the same day as my Versa stopped registering steps, etc. Not sure if that was a factor.