Versa tracking way too many active minutes

[Jonz23]

Hello I have had my Versa since October and it had been working great till up until last week it has been tracking way too many active minutes. I had read some threads on the issue and I already tried turning off the heart rate and restarting and logging out of app and turning off the phone and that didn’t work. I reset the Versa back to factory settings and re installed and that didn’t work. I’m so frustrated with this. I love Fitbit products this is my 3rd one but don’t know what else to try. 

[Marrrmaduke]

@Jonz23 Can you please post some screenshots of heart rate recordings and corresponding active minutes per hour histogram?

[Lynzee64]

I have been having this exact issue the last few days! It’s the heart rate monitor causing the excessive active minute reading. I’ve tried all the same things as you to fix it with no such luck. Also, because of the inaccurate heart rate reading causing the excessive active minutes, it is showing my calories burned to be way more then is true. Very annoyed with this. I have had my Versa since May 2018 and this is my first issue with it. Hoping that Fitbit has a fix soon!! 

[Lynzee64]

Yesterday mine said I had 482 active minutes, when in reality, I had 45 active minutes. When I was sitting down, relaxing with a cup of tea, it said my heart rate was 127. I tracked my heart rate the old fashion way and my heart rate was normal. 

[Jonz23]

Glad I’m not the only one having this issue 

[Jonz23]

[Jonz23]

I sent some of the active minutes and calories burned with some showing my previous counts when it was working properly 

[Marrrmaduke]

@Jonz23 @Lynzee64 I need to see histogram (calories burned per hour - tap on calories tile in the Fitbit app then tap on a specific day) and detailed heart rate recording for that day.

[Monsterpage]

I bought my husband a versa last June and it kept telling him he had used 6k calories by midday. Everything was out heart rate, calories, distance etc. He tested by wearing my flex (reset for him) and his versa and the readings were massively out on the versa. After a few weeks I spoke to someone and they told me to check all the usual things - dominant arms etc and really were no use.

i bought from boots so tried to take it back but the staff said I couldn’t return in store as I had bought online and I don’t want to send and lose in the post. It has been sitting in a box for months and I don’t think my husband will ever use one now after all the negative press this week. 

Im so disappointed with it. 

[Lynzee64]

Here is a ‘normal’ day of active minutes and calories burned.

[Image]

[Image]

And here is the day it started going crazy. I only have the one day because I turned off the heart rate monitor.

[Image]

[Image]

Get Outlook for iOS

[Jonz23]

[Jonz23]

Will this work

[Marrrmaduke]

@Jonz23 perfect. Can you also attach corresponding heart rate recordings and active minutes per hour? Thx!

[HeydyF]

Hey guys, I hope you are doin' great! 

@Jonz23 and @Lynzee64, I appreciate the time you have taken to try to fix these inconveniences with your Versa and also, that you have posted the images that @Marrrmaduke suggested. Considering that the issue persists, I have escalated your cases with our Support team so they can further investigate this and find a solution. So please keep an eye on your inbox. 

@Monsterpage, I'd like to know if by any chance, did you contact our Support team for further help? 

Keep me posted guys! 

[_ryno_]

Exact same issues here. Started my own thread as well. 

[Lynzee64]

I did contact support via the online chat. They told me they are award of the issue as others had complained about the same thing. Honestly, I’m very disappointed that nothing more was really said. I can’t use my Fitbit properly. I can’t use it to auto recognize my workouts as I have to keep the heart rate monitor off. Also, it doesn’t track my sleep properly anymore either I have noticed. Not without my heart rate. For the amount I paid for this Fitbit and it only being 8 months old, I’m not very happy.

Get Outlook for iOS

[Marrrmaduke]

@Lynzee64 @Jonz23 At this point I would perform a factory reset (or several). This will wipe your Versa, so please sync first. You will also need to delete your tracker from your Paired Devices list in your phone Bluetooth settings. You can perform factory reset by going to Settings on your Versa, scrolling down to About and tapping Factory Reset. Once Versa resets to factory defaults, you will need to set it up again by adding it as a replacement device in the Fitbit mobile app. Good luck!

[HeydyF]

Hey guys, thanks for your replies! 

@_ryno_, if your Versa is tracking so many active minutes, I'd like to know if you have already tried some tips to make it work fine, as restarting it. If you haven't, please follow the instructions in this post. And let me know how it goes. 

@Lynzee64, thanks for contact our Support team for further help. I will appreciate your patience into this matter.

Thanks for your help @Marrrmaduke! 

[_ryno_]

@HeydyF

Yup, I’ve done everything on that list. I’ve spent several hours on the phone with support as well. 

Im getting excessive active minutes because the HR is reading through the moon. A  (false) HR of 180 for hours on end throws a monkey wrench into the entire algorithm. 

I started my own thread. It’s been a few days,  so by now it’s likely buried with other threads with the exact same problem that Fitbit will likely ignore as well . 

[Minimyy]

Hi! I’m having the same problem as well. The HR has gone crazy since three days. I’v already gone back to factory settings but the problem persists. Keep me posted when you have a solution, this is really annoying.