(RESOLVED) 9/3 - Received Classic Sleep rather than Sleep Stages

[MatthewFitbit]

9/7 Update:

Thanks everyone for your patience while we investigated this issue. We acknowledge there was an abnormally high number of users not receiving sleep stages since this past weekend. Our team has confirmed this issue has since been resolved. It's still possible for users to receive the simplified sleep patterns due to the reasons mentioned in this help article. Thanks again for your patience and understanding.

9/5 Update:

Hi, everyone! We are expecting a fix for this will take a few more days. This means you should anticipate receiving the classic sleep patterns for the coming days. Our team is working hard to get everyone their Sleep Stages back! We know how important this feature is and hope to have it resolved soon. Thanks for your patience and understanding. 

9/4 Update:

We are continuing to investigate this issue, and understand that some of you are still not seeing Sleep Stages. Thanks again for your patience while we work toward a resolution. Here are some answers to questions that have come up around the issue:

Q: Is there something wrong with my tracker? Does my tracker need to be replaced?

A: No, there is nothing wrong with your tracker. This is a bug within Fitbit's sleep system.

Q: Am I not receiving Sleep Stages because of my app version or tracker firmware version?

A: No, this is not directly related to your tracker or app. This is a bug within Fitbit's sleep system.

Q: Do I need to contact Fitbit to get this resolved?

A: No, you do not need to contact Support. This issue is not specific to any accounts, and we are working to get it resolved for all customers.

Q: When will I see Sleep Stages again?

A: We are working hard to implement a fix for this top-priority issue, and hope to have it resolved as quickly as possible. We will update this thread as soon as we have more definitive information.

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We are aware of an issue that resulted in some Blaze users receiving Classic Sleep graphs rather than Sleep Stages over the past few nights.

We apologize for the inconvenience, and our team is looking into this to prevent it from recurring.

[RickyBee]

I also called customer service.

I pressed them to tell me WHEN it will be fixed and got nowhere with that. They broke it, they can roll it back or fix it! Geez. I tried to impress upon the CSR that a lot of people are having this issue and they need to fix it fast.

I urge anyone having this problem to continue to share it here so fitbit will know.

[jknight]

Yes your system has been glitching off and on since your new sleep stages was introduced.  Great when it works, and when it doesn't not so great to hear of people being told it is something they are doing wrong.  Glad to see you acknowledge the glitch.  This happens with new systems, computers are like that and computer programmers, software programmers probably go bald tearing their hair out.  They work very hard.  I am disappointed, but when it works it works.  It doesn't stay bad forever. So while I do tell people about the problems, I tell them I do still have mine and unless I find a brand that is doing sleep stages reliably and far more reliable w/o telling everyone it is them that needs to fix things, I do not intend to change.  But I will not pay $300 for a fitbit.  From what I have observed thru the years, this takes time, people put their programs out there and then try to fix the glitches.  No way to always have them fixed before you set them out in the publics eyes.  That is the way it works.  Microsoft does it too.  So, as long as your willing to admit to the glitches/bugs you will stay on my wrist.  I admit I probably have looked at a lot of OLD posts and was getting pretty disappointed in hearing so many people being told do this and that.  So I will try to make sure I stay with the current posts.  Sorry this is a long windy post, but that is me.  Keep working on it and keep acknowledging.  Having a , click on this to update, or restart, w/o going thru community posts to find it would be helpful.  I might not be looking in the right place.  So far I don't need to fix or update. But back in June I did and it wasn't easy to find the "how to" page.  I do admit, I hate navigating a lot.

[MatthewFitbit]

Hi everyone - just to reconfirm, we are aware of this issue, and you don't need to open a support case. We appreciate your patience while we work to get this resolved.

[Mex83]

Hello! I have the same problem with my alta hr. This is also for my parents in law (also the alta hr and the charge2). It is not working for the past 2 nights. Can we expect an update? 

[Rich_Laue]

Just saying i didn't get sleep is not enough info to diagnose, pleas post a screen shot of the sleep info in question. 

@AJ89 it usually is the origanal poster that marks the post as a,solution when they found the info corrects their problem.

[bettertimes]

9/3/17

2 week old Fitbit Blaze has never received "stages". I assume I have latest load since I set up my account only 2-3 weeks age. Deleted app and reloaded (android) to see if it shows up. Will have to wait until I see a good 3+ hours of constant sleep.

[Tmented]

Does that mean there is nothing wrong with my blaze??? It has been very frustrating.  I have gone through troubleshooting several times.

[MatthewFitbit]

@Tmented Correct - the issue is with Fitbit's server, and not with your device itself.

[Coastie]

I've got the same issue with my Blaze. 

[Geenatea]

I have a Charge 2 and the same thing has been happening to mine.

[JulietBau]

This is happening to me for a three nights in a row now and my Blaze is less than a month old

[RickyBee]

It's good to see some acknowledgement from Fitbit.

Thanks.

[Mr-P]

Mine worked last night! Woo hoo! Thanks fitbit.

[KraKree]

 All the good reviews that I've read, regarding the charge to in the blaze, seems to have been contrary to what has been written. Are used to have a charge to before I switch to the blaze. Sad to say all sad to hear that the same   Problem going across the board. I have gotten a reply from the fit bit customer service saying that they are looking at it and going try to fix it as soon as possible 

[Mrbond]

I will be awaiting an update.

[Karrianne]

I have the Alta HR and my husband has the charge 2, and for the last two nights we also received "classic sleep" rather than sleep stages.  Please fix this!  I use this feature daily to help monitor my sleep and it is difficult not having it.

[LynnKi]

I have a Charge HR and for the past two nights I got the classic sleep review, not stages. SUCH a bummer once you get used to stages. Hope it's fixed soon!

[Dave-]

Will this server fix retroactively populate sleep stages for the last few days currently showing only "classic" stages?

[Leneesh]

Same issue with my Fitbit blaze as well. Good to know that Fitbit is already working on the issue.

[KraKree]

I have informed the Fitbit service on this in which it has happen on the Charge 2 plus the Blaze as if it has gone down all at once. Wonder of the other watches having the same problem?