Versa suddenly not tracking sleep

[KRT200]

I’ve had my Versa for several months and it’s been working fine, but for the past two nights it hasn’t been tracking sleep at all. It’s still detecting my heart rate and syncing with other data like steps and heart rate. I’ve reset it, updated the ap from my phone, and checked to ensure the HR is set to “on.” None have fixed the issue. Is there anything else I can do? Should I try a factory reset? Thanks!

[missmouse65]

My Versa also stopped tracking sleep 2 days ago. Although I also have lost heart rate. I have noticed that the green light on the back isn't flashing.

[SunsetRunner]

I'm having the exact same problem... hasn't tracked my sleep in 2 days. In addition to that, the active hours of 250 steps or more registers on my Versa but does not sync to the app or the dashboard on Fitbit.com. This is extremely frustrating, as I just upgraded to the Versa at Christmas. Also, I have shut it on and off, uninstalled/reinstalled the app, logged out. Is a factory reset different from all of that?

[JessiDenver]

Same here! It didn’t track my sleep last night and my heart rate isn’t working. I also reset the watch and the app. It claims to be syncing. I have an Apple phone. I don’t know if that makes a difference. 

[Abel0923]

I just noticed it isnt track my hr either and the green light on the back isnt flashing. 

[JessiDenver]

I’m also not getting notifications. 

[EdsonFitbit · Accepted solution]

Hello everybody, I'm sorry to hear about the difficulties you experienced with your Fitbit Versa. Please make sure that your phone is part of the list of supported mobile devices which is very important to be able to sync your information.

@KRT200 Welcome to the Fitbit Community. Thank you for trying to resolve before contacting us. Before going any further I would appreciate if you confirm that you have followed our recommendations to resolve issues with sleep stages. Please check out this article over the section Why don't I see sleep stages today?

@missmouse65 @JessiDenver @Abel0923 Welcome to the Fitbit Community. If you haven't done it already, please be so kind to go to the Settings on your Fitbit Versa > Heart rate > turn it off and then back on. Following this, perform another restart by following these steps. In order to resolve difficulties with notifications, please confirm that you have followed this guide.

@SunsetRunner It's great to see you in the Fitbit Community. Thank you for the time you spent trying to resolve the issue with the sleep tracker. The factory reset is definitely a different procedure than the regular restart. If you want to give it a try, please be aware that your apps and all personal data will be erased from the device, including credit or debit cards you added. Here are the steps:

On your device, open the Settings app > About > Factory Reset or Clear User Data.

Hope this helps. Please let me know how it goes.

[603d]

I'm glad I'm not the only one having this issue. No sleep record over last two nights, today I realized HR also was not recording, as well as green lights not flashing.  I read through the suggestions from the Fitbit rep, and one thing did get mine to work: turning it off and on again.

https://help.fitbit.com/articles/en_US/Help_article/1257

[JessiDenver]

I called and they had me reset the watch, sync, turn the heart rate off and back on in the settings, sync, turn off the all day sync and back on, and sync and it’s working now. Hope that helps! 

[missmouse65]

I was able to restart my Versa and I now have a heart rate and green light on the back. I will see if the sleep feature works tonight. Any idea why all the sudden it stopped working? It was working perfectly until Friday.

Sent from my iPhone

[KRT200]

Thanks! I did these things and the sleep tracker is now working. 

[JMTM]

I am not getting minutes of activity, sleep data, HR. The green light not flashing on the back of my Versa

[kdputah]

I have had my Versa since last August. The sleep tracker has worked since then, but never accurately. Each morning the sleep tracker shows 1-2 hours of sleep. Each day I delete that log and recreate a new one. 99% of the time the recreated log shows an accurate sleep period. If an accurate log can be recreated each day, why can't it be automatically tracked each day?

[EdsonFitbit]

@603d @JessiDenver @missmouse65 @KRT200 Thanks for your responses. I'm glad to hear that you have resolved the issues you were experiencing with the sleep and heart rate readings. 

@JMTM Welcome to the Fitbit Community. Could you please let me know if your Versa does turn on? Have you tried our troubleshooting steps to resolve charging issues?

@kdputah Thanks for visiting the Fitbit Community. We appreciate that you have been manually logging your sleep while this situation gets resolved. Your Versa should do track your sleep automatically each night. Please try wearing your watch on the other wrist tonight to see if anything changes. In addition, please perform a restart by following these steps.

If you have any question, please don't hesitate to contact us back.

[JMTM]

I had 71 active minutes not counted, 5 of 10 250+ not counted plus sleep and HR. Hopefully the restart will fix these issues as I have not had a problem since I went to Versa from Blaze

Get Outlook for iOS

[Sandra2627]

Not helpful  I go to settings in my phone and the only way I can find the word About is under General and then there's no factory reset button anywhere.

[MarcoGFitbit]

Hello @Sandra2627, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you too @JMTM, thanks for taking the time to reply. 

I appreciate you have come back @JMTM, please keep us updated in case you experience any more issues after performing the factory reset. @Sandra2627, please note that when you tap on the Settings app in your Versa, you will be able to scroll down and tap on About. While inside "About", scroll down and you will be able to see Factory Reset. Remember that factory reset will delete the apps you've installed, reset the settings on the watch and remove any information that hasn't synced yet. 

Also, keep in mind that you will need to set up the Versa as a new device after a factory reset. 

I hope this resolves your inquiry, if there's anything else we can do for you, please feel free to reply. 

[Terrycw]

I am sudden;y having the same type of issue everyone here is having - not tracking sleep - but here is the weird part: each morning I check my sleep from the previous night on the app.  I noticed that the dashboard view was showing that I slept 6 hours 8 minutes and went to bed at 10:55pm and woke at 5:36AM.  But if I scrolled back a few days - they ALL showed the same exact thing! But if I went to the detailed sleep view it was fine.  This morning it did not track any sleep from last night, and in my detailed view, it now shows only Weds. and Thursday and not the rest of the week!

What the heck is going on!?

Tonight when I am home I will try the whole reset to factory, uninstall app and reinstall, etc. and see if that works.  

I have to say - this is FitBits last chance with me.  I had an Alta for a year that had to be replaced three times: overheating while charging, wouldn't wake at all and the last one was the same and they refused to honor another replacement because they don't extend your warranty if it it is a defective tracker.  So in November, I  decided to upgrade and get the Versa.  By the end of December, I was contacting them again - it simply stopped all functions.  Would not come on at all.  The replaced it with the one I have now which has worked well since December - until now.

[JMTM]

I just did a restart and mine is working fine now. Recording sleep, HR, minutes.

Get Outlook for iOS

[SunsetRunner]

I did the factory reset and was able to get everything recording properly again...HR, activity hours, and sleep activity.