Time Asleep is not calculating correctly

[AlessFitbit]

Fitbit Update: 9/30

Hi everyone,

We're aware of an issue where your time asleep is being miscalculated. 

You might have noticed your sleep duration has increased and time awake/restless are being included in the time asleep calculation. In addition, some of you might have seen sleep duration had increased, but now it has changed back to the previous calculation. 

As mentioned, we're aware of all these sleep miscalculations and are working to identify a resolution as quickly as possible. 

Thanks for your patience. Once we have identified a fix or resolution, we will update these threads. 

[Xandrushka]

Just got feedback via Twitter messages from FitBit. I asked:

Me: "The sleep tracker is now including restless/awake time in my sleep total. This has thrown all my sleep tracking off. Many others are having this problem, see here: [link to this forum]."

They asked for my email to see my account. After sending my email, I added:
"Last night, e.g., I was awake/restless over an hour and a half, but that time is included in my sleep total. For years insomnia was not captured in sleep total - why the change? I am not the only one, this is happening to many people."

They replied with this: "Thanks for providing your email address. Upon checking, your Charge 2 last sync was 20 minutes ago using iOS device and showing your last night sleep total of 5 hours & 54 minutes. Please review the troubleshooting steps in our help article: https://help.fitbit.com/articles/en_US/Help_article/2163…. Hope this helps! Let us know if you have any other questions or concerns."

Last night I started sleeping at 11:55pm and woke at 5:52am. That's a max of 5 hours and 57 minutes of sleep. I was also awake in the middle of the night and showed 1 hour and 37 minutes of restless/awake time. It is IMPOSSIBLE for me to have slept 5 hours and 54 minutes, but that's what FitBit replied with. They completely missed the point and shared a useless link. (The link is about how sleep tracking works and how I can manually change the log. This doesn't really help when years of data is retroactively changed to include times I'm awake.) This is not support.

I track sleep for insomnia, pain, and heart issues; I have spreadsheets based on Fitbit data. When they change things, it throws everything off. Fitbit, please fix this!

[Unicorno]

That is so frustrating!!! 

The last time I had a problem they completely missed the point too. I kept relying trying to explain it in different ways but it's almost as though they were doing it on purpose because they didn't have a good answer 😞 

The fact that so many people seem to be having the same issue and they're a) not aware of it and b) not able to even understand the problem really puts me off wanting to continue using fitbit (maybe I will until my tracker dies, but I can't see myself ever buying another one). Such a pity because they used to be so good! 😞

[Xandrushka]

Ok, the most recent response I got is promising: "Thanks for the report. We’re aware of this issue and working to identify a resolution as quickly as possible. Thanks for your patience while we work to get you back on track, and let us know if you have any other questions."

[sandiclarke4]

Finally! Thank you

[Unicorno]

Ok that's much better!! I just checked my fitbit and it seems to have reverted back to the old method of measuring sleep, maybe it's been fixed? 

[Kristin_Leigh]

Mine has corrected itself.  I watched the numbers change back while it was happening.  Glad to see fitbit corrected this quickly!

[RChiGirl]

Confirmed that the new update (Version 3.7) just came out today & fixes this issue

[sandiclarke4]

Still don't have weekly average but maybe still to come?

[partytime]

Wow! 1st no text notifications since mid-July on the Fitbit Charge 2. Now it has me sleeping during the middle of the day when I am teaching.  PLEASE SOLVE NoW!!!

[partytime]

Wow! 1st no text notifications since mid-July on the Fitbit Charge 2. Now it has me sleeping during the middle of the day when I am teaching.  PLEASE SOLVE NoW!!! You are batting a 0 %!!!

[crackerb]

I have the same problem on my Inspire HR and am glad to know you are working on it.  The example I have, which I don't know is the same as you are working on, is that it does not combine the night before (when I go to bed) with the actual time I wake up.  It has, for instance, Monday night 9:30 (sleep) to 11:55 pm (supposedly wake up time but not really) and then 1:05 am (Tues) to 5:52 (wake up time)....so the Monday time is just sitting there, not included with Monday or Tuesday.....it should combine it as it did with my Alta.

Is this the same thing you are working on?

[partytime]

I put the question out to the Fitbit community and hoping that Fitbit employees work work on the issue. I have sent them emails and they never respond.  My Charge 2 records the time I sleep at night fine. Over the last 3 days, it says I was asleep from 5:40 a.m. to 12:40 p.m.  I was wide awake and teaching by early morning.  I am so disgusted with this Fitbit Charge 2 right now. This is my 3rd Fitbit.  I have a Fitbit 1 and a Flex 2 which have always worked fine. 

[AlessFitbit · Accepted solution]

Fitbit Update: 10/1

Hi everyone!

The bug we experienced with sleep calculations has now been resolved. You should all see your sleep duration will not include time awake/restless anymore. 

Thanks for your cooperation. We appreciate all your efforts in reporting this bug to us!