Versa not tracking sleep, HR, calories burned or active minutes after app update.

[JoGord]

Updated the app on my iPhone 2 days ago and now my Versa is not tracking a variety of activities such as sleep, HR, calories and active minutes.  All worked great before I updated.  I have restarted Versa several times, deleted the app and reloaded.  Have entered activity in manually but annoying having to do that.  Anyone else having issues with the new update?

Moderator Edit: Clarified Subject.

[SunsetRunner]

Hi @JoGord. Which iPhone do you have and which iOS version are you now on? Is your iOS at the latest version? Fitbit needs the Apple iOS to be at least 10.  That may be an issue. Please let us know. 

[JoGord]

I have the latest version always keep my phone up to date.

Joanne Gordon

[JoGord]

I have an iPhone 7 and iOS 12.1.4 so that is definitely not the issue.  The problem arose when I updated my Fitbit app so it definitely is a direct result of the app

[SunsetRunner]

Hi @JoGord. You’ve certainly done a good job of troubleshooting. Thanks for the additional information. I have nothing to add to what you’ve already tried so at this point, I suggest you contact Support. Please let us know how it goes. I’m curious as to what the “fix” will be. 

[MarcoGFitbit]

Hello @JoGord, thanks for joining the Fitbit Community! It's nice to see you too @SunsetRunner, thanks for all your help. 

@JoGord, I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know you've already tried to troubleshoot this issue. 

At this moment, in case you haven't done it yet, I would like to suggest you to set up your Versa as a new device to reset the connection between the app and your phone. Note that all the information already stored in your account will still be available when you set up the Versa again. 

To set up your watch as a new device:

1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
3. Choose your tracker and follow the onscreen instructions to continue
4. When the app asks you to replace your current tracker, please replace it and continue with the process.
5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

I hope this can be helpful, give it a try and let us know the outcome. 

[April_G1975]

My Versa stopped working as well since the latest IOS update (12.1.4). Since the update my Versa will not track my HR, steps, or exercise. I’ve tried the mentioned fix with no luck..... any other suggestions? Very frustrated with my Fitbit. 

[SunsetRunner]

Sorry to hear this, @April_G1975. Have you tried the steps recommended by @MarcoGFitbit? 

[April_G1975]

Thank you for replying! Yes I did and it didn’t help. 😔

Sent from my iPhone

[kimavh]

Mine doing the same thing. Any suggestions? 

[MarcoGFitbit]

Hello @kimavh and @April_G1975, have a warm welcome to the Fitbit Community. It's nice to see you around too @SunsetRunner, thanks for all your help. 

Thanks for takingt the time to report this situation. At this moment, our team is aware of this situation and are working to identify a resolution as quickly as possible. 

We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

Please let us know if there's anything we can do to assist you in the meantime.

[April_G1975]

I hope the problem is resolved soon. Not only is my Versa not tracking my HR but now it’s just going non stop adding steps. I woke up this morning with 30K+ steps. 

Thank you for your assistance, hopefully a solution is found soon. 

[HeatherBerg]

Mine is doing the same. Doesn’t track sleep or heart rate on the device or app and my active hours track on my device, but don’t show up on the app. I didn’t have any problems until I update the app a couple days ago and I have and IPhone 8plus with the newest IOS. 

[MarcoGFitbit]

Hello @HeatherBerg, thanks for joining the conversation, it's nice to have you on board the Fitbit Community. It's nice to see you too @April_G1975, I hope you're doing well. 

I appreciate you have joined us and let us know you're also experiencing this situation. As mentioned earlier, our team is aware of this situation and is working towards resolving it as fast as possible. In the meantime, I would like to suggest you to restart your Versa by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen.

I hope this can be helpful, give it a try and let us know how it goes. 

[kimavh]

As of yesterday mine started tracking sleep again. Yea. Am missin several days but at least it is working againn

[April_G1975]

I’ve done that multiple times and nothing has changed. I am getting extremely frustrated with your product. It is still not tracking heart rate, sleep, exercise, or active minutes. The only thing it is tracking is steps but they aren’t mine because I’ll wake up with 30k and I do not sleep walk. Please fix this!!

Sent from my iPhone

[MarcoGFitbit]

Hello @April_G1975  and @kimavh, I hope you're doing well, it's nice to see you around. 

@kimavh, I appreciate you have come back and let us know your issue has now been resolved. I understand you're missing several days of sleep, please log your sleep manually for the days missing and if you experience this situation again, please let us know. 

@April_G1975, I appreciate you have tried the troubleshooting steps provided earlier. As mentioned above, our team is still working towards a prompt and proper solution for this situation. Please keep an eye on the Versa board for future updates about this situation as we'll make sure to post them there once we have them. 

Thanks for your patience and understanding, have a great day.