(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.

[Scottd811]

My Blaze is having this issue (for past 3 nights). I look forward to your prompt fix.  

[Alicenormand]

Same has been happening to me (Charge 2) and my husband (Blaze). 

[LyndsayLeal]

I am having the same issue with my Charge 2. I have only had the Fitbit for a little over a week and everything worked until three days ago now I only receive classic sleep details. 

The sleep feature was was the main reason I purchased this particular band, so I am quite disappointed every morning that this is not resolved. 

[MamaTank]

Still happening. Didn't work this past night either. 

[runner3]

I am in USA, have had my Blaze since Feb 2017.  Sleep stages worked fine until a few nights ago, (Friday, August 31), classic for three nights in a row now. I have changed nothing, slept more than three hoursn, heart rate is tracked, and battery at more than 1/2. No error messages, and tried all the fixes. Glad it isn't just mine, and hope they REALLY solve it soon. Have a friend who is having the same issue with Blaze.

[Boldtstudio]

Yes, I've also had issues for 3-4 days now with the sleep patterns. I've checked to see if my IOS system was up to date and everything is. 

[Necroklown]

Any idea on when this issue will be resolved? It has been going on for the past 3 nights.

[FloridaTerri]

I have not been receiving the Sleep Stages. Please fix the problem with the Sleep Stages. I do not like the classic version of Sleep Patterns.

[adowney]

Thanks for posting this - I've been going crazy trying to figure out why mine suddenly stopped showing the sleep stages.  Started last Wednesday night right after I charged it.  Hope it's fixed soon - being able to see sleep stages is the reason I bought the Blaze,

[bthib]

Same is happening with my charge 2. Sleep cycles were there and for past two days are back to old style. 

[Mike.nuclear]

The message from the moderator on sleep stages suggests the issue is fixed. My blaze is still not recording sleep stages and hasn't for the last 6 nights...what's up and when will it be fixed? Thanks

[Mike.nuclear]

My Blaze stopped recording sleep stages 6 days ago and has not restarted. What is the estimate to fix this known problem? Thanks

[RickyBee]

Your note is disturbing. They say they're working on it but I'll believe it when I see it. Past experience of others is not encouraging, and I've seen this behavior from too many companies, not supporting existing products as they rush to bring out new ones.. some with very premium pricing.

The need to feel consequences of destroying their brand through crap like we see reflected in this thread. Obviously this affects a lot of people and multiple products. If they can't fix THIS quickly, what can they do right? If this goes on more than a few days (it's already been at least 3) the company deserves to be punished in the marketplace. That's how free markets work. Reviews can be placed on Amazon even if you didn't buy your device there... they're consulted by a gazillion people before they make a purchase decision.

I bought the Blaze specifically because it offered sleep stages and that ONE feature that swayed my decision is now not working... and I am not seeing any particular sense of urgency from Fitbit. If they can break it overnight, they can roll that change back just as fast if they choose. They can marshall their forces and fix it NOW if they choose. The sad situation is that they already have our money and they're more focused on taking money from new customers while not upholding their implied contract with existing users.

Yes, Fitbit, I'm annoyed. You earned it by pushing out half-baked code and causing a mess then not fixing your un-forced error promptly.

[Bryony46]

Very well said RickyBee. They have been working on a fix for the GPS issue for months now. That's the main feature I wanted in a tracker and it's been unavailable for most of the time I've owned it.

To find that the sleep stages function is now gone too makes me feel there was no point at all upgrading from Charge HR as there are no useful functions available on Blaze and not Charge HR.

I agree about reviews. I'd also suggest people complain on social media as people considering buying these products have a right to know the advertised features are not available. 

[Chicagoglen]

Obviously a very common problem as there are so many posts about this. Both mine and my fiancée s stopped tracking sleep cycles. It's can't be a device issue as I switch between my blaze and charge 2 and get no cycles now with either. This is an app issue, and it's been happeneing to thousands of users. I had planned on getting the new Fitbit smart watch but since this must not be very important to Fitbit to fix perhaps the smart move is just for everyone to switch to apple. Device issues is exactly why jawbone lost all its customers, looks like Fitbit will only learn this lesson after all their business is gone and will never return.

[Mike.nuclear]

I apologize for saying 6 days...its actually 5 straight days since it stopped working. I have also rebooted and force quit etc with no success. I also bought the blaze for this feature over others. The product has value and I like it however, its been problematic for several years. First big problem was designing a one piece device with a band that is not replaceable. My first thought was the design was purposeful to boost resales. However Fitbit has always replaced my device at no cost for this flaw. The ability to get reliable syncs is also problematic. It frequently requires rebooting to get the sync to work. Now this sleep stage issue is apparently not getting adequate and rapid attention. What's next Fitbit?

Sent from my iPad

[Dr.ALBP]

I too am one of those. Hopefully will be resolved soon. Miss the sleep stages. Thank you for the update! 

[Texas_Pearl]

This isn't solved. I still got the classic sleep graph instead of sleep stages. 

[Cyoung9612]

I had the same problem several months ago and was told to reboot my Fitbit Blaze. So when my device started doing again I rebooted to no avail. Fitbit better get with the program. There are several other trackers out there and I'm not afraid to switch if it not resolved in a timely manor!!!

[cathydarling]

My hr2 has the same problem and all the trouble shooting doesn't work!