Ace 2 says No Data on sleep screen

[TazzieD]

The device says No Data on the sleep screen when synced with the phone. The app is showing all the correct data, but the sleep part isn’t getting synced back to the Fitbit. It only synced the first time and then not again. I have tried changing clock faces, I have made sure the app is up to date and I have also tried restarting the Fitbit. Hopefully you are able to help me resolve the issue please?

Moderator edit: subject for clarity

[Steve9879]

This was my first purchase of a fitbits for both kids. Have a garmin myself. Experience wasn't good at all especially with the lack of interest from fitbit. Obviously there is a software bug that fitbit don't seem to be that interested In fixing and seem to think that keeping your kids by your side all day so that their fitbit can be connected to your phone is a good solution. Why anyone is persisting with these is a complete mystery. Vote with your pockets. Return and buy from someone who gives a hoot. 

[GPro]

Why doesn't my daughter see her sleeping hours on the Ace 2 itself? Always the message: no data. It is only visible after synchronization in the app on my iPhone.
Second question: I read a lot about sleep scores (in addition to hours of sleep). Where can we find that?

Moderator edit: subject for clarity 

[Jrdubyakc]

For the display issue...make sure your phone has the most recent Fitbit app version installed. If up to date, log out of the app, restart your phone, open the app and log in. Restart the Ace - restart info in this help article. Hopefully that will do the trick.

As for viewing the data, you can see hours slept, awake and restless by switching to kid view in the app. Sleep scores aren’t available for the Ace because it doesn’t monitor heart rate. 

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community.

I appreciate everyone's feedback, I understand that this can be very frustrating. I recommend confirming if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app? 

If you continue experiencing this issue, please provide your phone's model and OS version for further investigation. 

Looking forward to your comments.

[TazzieD]

Hi,

Yes we are continually doing the Fitbit updates when they come through, but it is still happening.

We are using an iPhone XS.

Look forward to hearing back from you with a fix.

[Steve9879]

Tazzie

There is obviously a problem with the devices that instead of addressing customer fitbit have chosen to ignore and fob customers off with useless advice such as updating apps etc. What any decent company would do is look at one of the faulty decvces and look at fixing the bug rather than constantly claiming the devices are OK and telling the customer they must be doing something wrong. Why persist with such shoddy service? 

[kittycat2021]

Mine is grayed out to  and it says no data under the moon and i don't know what it means please fix this 

[LiliyaFitbit]

Welcome to the Fitbit Community, @kittycat2021.

Thank you for joining the thread and sharing that you're experiencing the same issue. It seems that the tracker is not showing your sleep information. I would like to confirm if you've tried the steps from this post and if you see the sleep information in the Fitbit app? 

Looking forward to hearing back from you.

[kittycat2021]

I see the sleep in  the fitbit app an yess i use it for sleep and i have tryed all  the stuff mine says no data but no 2 gray dots and i got it last year in december 2020 please get back to me :]

[LiliyaFitbit]

Thank you for your reply, @kittycat2021.

I appreciate your efforts and the additional details. Please provide the model of your phone and the OS/software version for further investigation. 

Looking forward to your response. 

[kittycat2021]

I use a ipad samsung galaxy tab A

[LiliyaFitbit]

Thank you for your reply, @kittycat2021.

I appreciate the additional details. Please share the operating system of your devices for our team to investigate further. Thank you for your time and efforts. 

Looking forward to hearing back from you.

[kittycat2021]

  what do u mean . ?          is on   Google's Android

[Mummytay]

Hi I’m using iPhone 12 mini, current version of Fitbit app is 3.43.1. Did restart of Ace 2 and my iPhone mini but the sleep data on my kid Ace 2 still shows now data. 
I only came to know about other users are experiencing the same issue when I chance about this forum because I brought another Ace 2 for my 2nd child. Both the Ace 2 brought 1.5 years ago and the recent one I got shows no sleep data. 
Please advise. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Mummytay.

Thank you for joining the thread and sharing that you're experiencing the same issue. I understand your concern and appreciate your troubleshooting efforts. Thank you for providing the additional details as this will help our team to investigate the issue and work on the resolution. 

I’ll be around. 

[LiliyaFitbit]

Thank you for your response, @kittycat2021.

I appreciate your efforts. You can check the operating system by doing the following: open your device's Settings > tap About Phone or About Device > tap Android Version to display your version information.

Looking forward to your reply. 

[kittycat2021]

modle SM-T510

seria number

R52M80N2ZZ4

android 10

[LiliyaFitbit]

Thank you for your reply, @kittycat2021. 

I appreciate the additional details as this will help our team to investigate the issue and work on the resolution. Thank you for your time and efforts. I'll post back once I have more details to share.

I’ll be around. 

[kittycat2021]

any update yet?

Hello are u going to reply ?   I need a reply sooon

Moderator edit: merged reply

[LiliyaFitbit]

Thank you for your reply, @kittycat2021. I am sorry for the delayed response. 

I understand your concern and would like to advise that I have escalated the reports to our team and they are currently looking into what might be causing the issue. I will be sure to keep you updated as more information becomes available. I appreciate your patience and understanding.

See you around.