Problems with showing sleep patterns in versa

[Janine18]

Since my fitbit app updated on my Samsung s8 yesterday, it's now not showing the sleep stages from last night (showing it how it used to when I had the charge hr2). I had the issue with the app showing 0 minutes sleep however that's been resolved and has been working properly past few nights but this morning it has reverted back to not showing the stages. I have posted pictures to show what is happening.

[EdsonFitbit]

@Janine18 It's great to see you in the Fitbit Community.

I'm sorry to hear that your sleep stages are not showing up. Thank you for the attached pictures. In this case I would recommend uninstalling and reinstalling the Fitbit app.

If this doesn't help, try restarting your Fitbit Versa by following these steps. Additionally, please make sure your case doesn't belong to any of the scenarios mentioned in the section Why don't I see sleep stages today?.

I moved this thread to the Android app board because it is more related to the topic.

If you continue experiencing the same problem please let me know.

[Gordon23]

I am having that exact same issue where me sleep stages are not showing. This is on the heels of a similar issue earlier this week where the sleep time was not shown at all.  It has been frustrating that these issue keep coming up all of the sudden when there were no issues at all prior to the week.

[Janine18]

Thanks for replying. Sleep stages worked fine yesterday morning however same thing has happened again this morning! It worked fine yesterday after another fitbit app update happened on Saturday night so I thought the issue was resolved but it appears it's not resolved! I surely shouldn't have to keep deleting the app and reinstalling or restarting my versa  to get my sleep stages??

[Janine18]

Also checked to make sure it wasn't related to what you posted and it's not. I set sleep now through the app every night so that's not the cause of it as it's worked every other night!

[EdsonFitbit]

@Gordon23 @Janine18 Thank you for visiting the Community.

I have created a case with Customer Support for each one of you. Please check out your inbox on the next days for further assistance. They will let you know how to proceed.

Keep on stepping.

[JaneWebster]

I'm having exactly the same problem with my blaze and not only is it not showing the sleep stages. It's not calculating the hours I sleep properly.  I slept from 1.27am to 7.22 and it only calculated 2h 56 minutes asleep. I had the 0 minutes problem too which was fixed and now this for the last 2 nights. 

[EdsonFitbit]

@JaneWebster Welcome to the Fitbit Community.

The engineering team has detected an issue with sleep data and difficulties to sync. They have communicated recently that those issues have been resolved. Please test you Blaze to see if everything is working fine.

Please let me know if you need further assistance.

[Janine18]

It worked for two nights (friday night and saturday night) now back to the same problem! Issue doesn't seem to be resolved

[Tvoyak]

Mine is doing the same, worked Friday and Saturday but not since.  It's recording my heart rate separately so that isn't the issue.  Its just not putting all the data together on the graph.

[JaneWebster]

The issue was resolved it logged my sleep correctly from Wednesday through to Sunday but the issue has re-surfaced last night and is only logging awake, restless and awake/restless minutes again.  Why does this issue keep re-surfacing when for so long there was no problem?

[EdsonFitbit]

Hi @Tvoyak @Janine18 @JaneWebster, thanks for visiting the Community and thanks for the update.

Could you please be so kind to confirm that you are not using the "begin sleep now" function on the Fitbit app to track your sleep?

Using this function will prevent you from seeing Sleep Stages and from receiving a message that could help us explaining why you didn't receive Sleep Stages as shown in the image below, (in order to receive this message is necessary turning on all-day sync.):

Additionally, please make sure that you have downloaded the latest version of the Fitbit app. Once you've completed the steps above, please attach a screen shot of the message you are receiving in order to further investigate.

I'll be waiting for your response.

[Janine18]

I have been using the begin sleep button since I upgraded to the versa over 2 weeks ago and I have been seeing the sleep stages so it's not the button as surely every night I used the begin sleep button I wouldn't see the sleep stages?! My app is up to date aswell. Seems to work for a couple of nights then reverts back. Actually getting a bit annoyed with this now! Screenshots are below

[EdsonFitbit]

@Janine18 Thank you for the screen shots.

I've seen users syncing with not compatible mobile devices, which is not intended to work but sometimes it does. This might be one of those scenarios. Definitely, you were getting the sleep stages using the begin sleep button, however this is not the way how it works. You can check out the few scenarios where you might see just your sleep pattern in the section Why don't I see sleep stages today?.

I would recommend giving a try to record your sleep without using the begin sleep button to see if your sleep stages show up.

Let me know how it goes.

[Tvoyak]

I have done both, using the begin sleep button and no begin sleep.  Both record my sleep times fine and both sometimes give me full sleep records.  I have not used the begin sleep since Saturday and these are my results.  

It almost seems like it's only working properly if I meet my sleep goal as it only worked on those days.  I'm going to lower my goal and see if that works tonight to test that theory.

[Tvoyak]

My message was the same, couldn't get a consistent heart rate.  But, my heart rate tracked perfectly all night as shown below in the screen shots.  The only time my versa didn't track my heart rate was while I had it on the charger yesterday, otherwise I have a continuous record.

[Tvoyak]

Changing my sleep goals did not fix anything, I still did not get the normal sleep tracking stats last night.

[Tvoyak]

I took a long afternoon nap and it worked after not working last night.  I didn't change anything, I'm stumped.

[Tvoyak]

Still doesn't work.  Should I contact customer support?  Is there any hope?  I've tightened my band, changed the sensitivity to normal for last night..which made it worse even though the documentation says that doesn't matter if you have heart rate tracking on your Fitbit.  I've changed my heart rate zones because I know my heart rate falls into the 50s when I sleep but the graphs weren't showing those lows until I changed my range.  That didn't help with the sleep graphs but I can see those lows in my data now.  I've also uninstalled and reinstalled the android app.  The only thing I haven't done is wipe my versa and re set it up and I don't want to do that because it seems to work fine, it's just the sleep info isn't getting calculated with the available data.  Does the calculation to determine remember, etc happen on the watch or in the app?  Here's my data...

[EdsonFitbit]

@Tvoyak Thanks for getting in touch.

I'm about to open a case with Customer Support for you, but before going any further, please let me know which phone do you have?

To answer your question, the registration of the sleep happens on the watch.

I'll be waiting for your response.