Versa 3 step count and screen wake issues

[eenamoe]

First issue that I encountered was the steps are not being recorded correctly. I went to the mall for a whole day and it only recorded 66 steps. It has been like that everyday. Sometime it only records 17 steps, 211 steps but in fact I am out the whole day. I tried restarting the Versa 4, uninstalling the Fitbit App, disconnecting and reconnecting the bluetooth but to no avail.

2nd issue is the screen to wake feature. The display settings is set to BUTTON & MOTION but the screen does not wake in any motion that I try to do. I tried troubleshooting again but to no avail.

Has anyone of you experienced the same?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @eenamoe. Welcome to the Community Forums. Thanks for trying to troubleshoot the issues with your Versa 4 before reaching out.

If you feel that your step count and distance are inaccurate, confirm the following are correct in the Fitbit app:

• Make sure that your Luxe has been linked to your Fitbit account. For more information, see How do I set up my Fitbit device?
• Your wrist settings (For more information, see Does the wrist I wear my device on affect accuracy? )
• Your height (For more information, see How do I manage my Fitbit profile?)

Since we use height to estimate your walking and running stride lengths, you may want to measure and manually adjust these values if your legs are longer or shorter than average. For more information, see How does my Fitbit device calculate my daily activity?

Sometimes, when you start walking, your steps may not update on your device right away. After about 10-15 continuous steps, you'll notice the steps catch up and start updating in real time with each step you take. For more information, see: How accurate are Fitbit devices?

As for the screen wake feature, please make sure your Versa 4 is not in sleep mode. When the sleep mode setting is on:

• Notifications, goal celebrations, and reminders to move are muted.
• The screen's brightness is set to dim.
• The Always-On Display clock face is turned off.
• The screen stays dark when you turn your wrist.
• The sleep mode icon illuminates in the quick settings.

To turn off Sleep Mode, please swipe down from the clock face on your watch to access the quick settings. For more information, see How do I navigate my Fitbit device?

If the above doesn't describe your issue, please go to your quick settings and check that screen wake hasn't accidentally been turned off. Swipe right from the clock face on your watch to access the quick settings. Change whether the screen turns on when you turn your wrist.

[eenamoe]

Hi Maria,

I tried troubleshooting again and I noticed something. The red light at the back of the device wasn’t lighting up. It only had a green light. So when I put the device on the table (it hit the table a little hard), the red light suddenly appeared and the device was okay again. The steps and screen to wake features are working again. 

But I will be bringing this to the store where I bought it because it seems like a defect. 

I Appreciate your inputs though. Thank you.