Alta HR not syncing sleep cycles anymore

[vervex]

Hello there, I've had my Alta HR for about 2 years now and it's been working almost flawlessly the whole time. Unfortunately recently I've started experiencing issues with recording sleep cycles - they simply aren't available anymore. 

Now I'm aware that when a Fitbit device cannot detect your heartbeat for an extended period of time at night, it simply foregoes sleep cycles. That being said, this problem started abruptly a couple of weeks ago and does not get better even if I'm careful to adjust my Fitbit snuggly before I got to bed.

I haven't swapped bracelets and everything is the same as it was, except now my Alta HR doesn't record my sleep cycles anymore. Same bed, same everything.

Is this a known issue or is it just my Alta HR slowly kicking the bucket? 😞

Thank you!

[SunsetRunner]

Hello and welcome to the Fitbit Community @vervex 

Well I certainly hope it doesn’t mean it’s kicking the bucket 😳 I have an Alta HR as well and love mine. Let’s try restarting your Alta HR to see if that resolves the problem. You will not lose data doing this. 

Here’s how:

1. Plug your charging cable into a USB port on your computer or any UL-certified USB wall charger.
2. Clip the other end of the charging cable to the port on the back of the tracker. The pins on the charging cable must lock securely with the port. You’ll know the connection is secure when the tracker vibrates and you see a battery icon on your tracker’s display. Your tracker will begin charging.
3. Press the button on your charging cable 3 times within a few seconds, briefly pausing between presses. The button is on the end of the charging cable that is plugged into your computer. When you see the Fitbit logo and the tracker vibrates, this means the tracker has restarted.
4. Unplug your tracker from the charging cable. Now try sync your Alta HR

Hopefully restarting your Alta HR resolves this problem. If not there are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the “Begin Sleep Now” option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

This help article is great in helping you understand sleep stages better:https://help.fitbit.com/articles/en_US/Help_article/2163/?q=Sleep&l=en_US&fs=Search&pn=1

 
😃 Please let me know if this resolves your issue. Do keep me posted. 

[apinkard]

I've tried this it doesn't solve problem

[SunsetRunner]

Hello again @vervex 

I just wanted to check in with you to see if my suggestions helped with your syncing issues as well as your sleep cycles. Please let me know 😃

[SunsetRunner]

Hello and welcome @apinkard 

Can you share with me what is going on with your Fitbit? Knowing more details can help me. Please let me know if your using an Android or an iOS to view the Fitbit App as well as the model and version of the device. 
😃 Keep me posted

[apinkard]

I am using iOS . Someone suggested clearing the cache in Safari. I also reset it three times. It worked last night. Hopefully it will work again tonight
Thanks

Sent from my iPhone

[SunsetRunner]

That’s awesome @apinkard! 😃

[niddikarani]

Hi @SunsetRunner

I am using a Xiaomi Mi Note 3 and Android version 9 along with MIUI Global 11.0.3. So far never had a problem with my Alta HR's sleep cycle readings, however the issue started last week. My Alta HR does not give sleep scores or show the sleep cycles anymore. I have tried restarting using the cable. Please advise.

[SunsetRunner]

Hello and welcome @niddikarani 

My only suggestion would be to refer to my previous post (shown above stamped “12-21-2019 13:04”) Have you read through that previous post above? 
😃 Hopefully that will resolve your issue as well 

[vervex]

Tried rebooting my Fitbit at least 4 times, unpairing and repairing it several times, restarted my phone as well for good measure, and basically followed all the written instructions.

I had a LOT of trouble syncing my Alta HR. I was able to repair it after numerous unsuccessful attempts and it seems the sleep cycle information is just not syncing anymore at all. I have empty slots where sleeping information should be for the last couple of nights. I'm hoping over the next few days this will resolve, otherwise I will have to assume my Alta HR is officially broken. Will keep you updated.

[SunsetRunner]

Hello again @vervex 

Thank you for keeping me updated. If you don’t see a change in obtaining your sleep cycle information I would certainly call Fitbit Customer Service. Here are ways you can contact them: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs 

😃 I’m truly crossing my fingers that things change for you. 

[niddikarani]

Yeah I read it and tried it a few times as well. Nothing worked. Also made sure my Fitbit was snug on my wrist before going to bed. 

[Lovesweets]

Like OP I had my fitbit Alta HR for nearly 24 months too and it was syncing working fine until I change phone - to a Samsung A20, I stop receiving phone & sms notification on my fitbit. I did the pair/unpair, reinstall app etc and still didn’t work. I did more searching on forum and came across NellyG Supported Devices List and realised my Samsung Galaxy A20 is not supported device. But before I found NellyG supported device list I read suggestion on forum and did the “plugged device to charger and press 3 times in 8 seconds” , it response with “device could not be found”. My fitbit still count steps but the app on my phone now show calories instead of steps and no sleep or HR details. When I try to add Sleep or HR it come up with *sleep stages require a Fitbit device with a heart rate sensor…. Should I reset to factory settings? If so how do I do it?

[SunsetRunner]

Hello and welcome @Lovesweets

You’re correct the the Samsung A20 is not on the list of compatible devices for the Fitbit App. Here is the list you were speaking about: https://help.fitbit.com/articles/en_US/Help_article/2315 Because your particular device is not compatible you may experience issues like you are describing. I’m not sure that resetting your Fitbit to Factory settings will resolve the issue because it doesn’t change the compatibility issue. I would call Fitbit Customer Service before proceeding with something like that. 
You mentioned your steps are being counted but it now shows calories instead. If I understand correctly you can change that back to steps. Here’s how: 

open your Fitbit App

just under the notifications envelope tap the word “edit” 

now find Steps in the list at the top and make sure it is checked

just to the right of the steps are three lines, press on those lines and drag steps to the top

now tap save on the upper right

your steps should now be in the main large circle. 
😃 I hope that helps 

Hello @niddikarani 

Do you have the Premium Subscription? If you do not that would explain why you no longer have sleep scores. Some individuals were seeing sleep scores without premium service but that is no longer possible. Is that what could be what your experiencing? 

[niddikarani]

Hey, no I don't have premium subscription. But that shouldn't mean I can't see my sleep stages as well right?

[SunsetRunner]

Hello again @niddikarani 

Lets make sure I’m not getting confused with what your looking for. (I say that because I have had individuals use different terms for different things....example sleep stages, sleep details, sleep scores etc) Look at this article and scroll down and read the “What’s the difference between Free and Fitbit Premium Sleep Information” :https://help.fitbit.com/articles/en_US/Help_article/2437/?q=Premium+sleep&l=en_US&fs=Search&pn=1

My understanding is that to get Sleep Scores you need Premium now: https://help.fitbit.com/articles/en_US/Help_article/2439?q=Premium+sleep&l=en_US&fs=Search&pn=1

😃 Keep me posted

[SunsetRunner]

 @niddikarani but if you feel your still experiencing issues I would call Fitbit Customer Service here: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

[Holsteiner]

Every few days my Fitbit dies not track my sleep

[Holsteiner]

I have tried all of the above dolutions including restarting my devise.  three days later it does not get sleep again. 

[apinkard]

Unfortunately, it appears that we now have to purchase fit bit premium for 9.99 a month to get sleep evaluation. I’m am thinking about buying a Apple Watch. They don’t charge a monthly fee. Google purchased Fitbit and now it is a way to get extra monthly income from customers