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Unable to see sleep log information

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‎07-16-2019 09:33 - last edited on ‎07-17-2019 17:50 by Fitbit Moderator

‎07-16-2019 09:33 - last edited on ‎07-17-2019 17:50 by Fitbit Moderator

The time reads right, it shows the stages of sleep, but when i touch the screen it does not reference the stage that I'm touching, but another.  I can't even get to starting time or ending time, or see what the durations are for each stage.  I have a Galaxy s10 and a Charge 3, and this is a fairly new development.I have tried uninstalling and reinstalling the app.  Could someone help me with this?

 

Moderator edit: Subject for clarity 

Best Answer
3 REPLIES 3

‎07-17-2019 17:49

‎07-17-2019 17:49

Hello @GailB1, it's nice to see you again participating here in the Community Forums, let me give you a hand with your sleep tracking concern.

 

First, I'd like to appreciate your effort and patience troubleshooting this matter prior posting, I totally understand how frustrating this situation can be for you. Let me share with you that the Samsung Galaxy S10 is not currently listed as a compatible device with our products and services, therefore, you may experience certain difficulties with it. I'm aware that some users are able to use non-compatible devices with our Fitbit products, however, we cannot ensure a proper function of all its features due to this compatibility concern.

 

Even though your mobile device is not compatible, to better assist you with this, can you please let me know when was the first time you experienced this and how many times since then? Is this occurring only with the app or in the online dashboard too? If possible, please send me a screenshot of the situation you're experiencing and also, try the following steps:

 

  1. Force quit the Fitbit app
  2. Uninstall the app from your mobile device
  3. Make sure that the Android version of your phone is up to date
  4. Reboot your mobile device
  5. Reinstall the Fitbit app
  6. Try again

 

If by any chance you're still unable to use your Fitbit with your mobile device, I suggest you to try with a compatible device or with your computer to avoid this situation

 

Let me know how it goes, I'll be around. 

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0 Votes

‎07-23-2019 10:19

In response to RicardoFitbit

‎07-23-2019 10:19

Ricardo,

Thanks for your reply.  I see that the Fitbit app sleep tracking was working fine on my Galaxy S7 and I just recently upgraded to the S10.

I think the problem may have existed on the S10 from purchasing on July 7. The display on the s10 always reacts the same. I open sleep on the dashboard, then click on today, then click on the sleep stages graph.  In the Portrait mode, when I click on the graph, I get the correct readout for where I am touching with my finger.  If I rotate the phone to Landscape mode, when I click on the graph, the readout is for a time period that is earlier than where I am touching.  So at the right side of the graph I cannot pull up any information because I cannot click to the right of the graph.  I like to use Landscape mode because in Portrait mode the graph is scrunched up so much it is hard to select an area.

 

I do not know how to "reboot" the s10.  I see instructions online for resetting the s10 which deletes all the data on the phone, and don't want to do that.

 

Using the Fitbit app on my computer, everything works fine.

 

Going to the Fitbit Dashboard on the web on my computer, the time at the bottom of the graph reads as in a regular 12 hour clock format, but when you click or hover on the graph before 1 a.m., it displays as a 24 hour clock!

 

Taking a screenshot would only show the graph, not the action of hovering over or touching a particular place on the graph.

 

Any other suggestions you could offer are welcome.  Thanks so much.

 

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‎07-24-2019 16:58

In response to GailB1

‎07-24-2019 16:58

Thanks for your reply and all the details that were shared in your post @GailB1, I'm happy to continue assisting you today.

 

Thank you for taking the time to share more information related to the concern you're experienced, my apologies for this inconvenience. This could be related to the compatibility of your Samsung S10, therefore I suggest you to try with a compatible mobile device and let me know if this occurs. I found the steps to reboot your Samsung Galaxy S10: 

 

  1. Press and hold the Power button (right-edge) until the Power off prompt appears then release. If the device is unresponsive or frozen, you can follow these instructions to perform a reset.
  2. Tap Restart.
  3. To confirm, tap Restart. Allow up to 30 seconds for the reset to complete.

 

Let me know if you have any additional questions.

Best Answer
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