(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.

[SteveH]

@REB46226 keep an eye on the first post in this thread. Fitbit will post the latest updates there.

[Timgilp]

Join the ever increasing club ! 

[SteveH]

@Roren this bug is affecting all 3 fitbits that have sleep stages (Blaze, Charge 2 and Alta HR). There is a similar thread to this one in each of the boards (along with the app boards and discussions) but they all have the updates. The assumption at the moment is that when it's fixed for one it will be fixed for all.

[Roren]

Thanks, @SteveH, I just realized after posting my comment that I had not read enough of this thread to see that my comment was redundant and they are aware of the issue.

[Beezy1978]

Strange, if they are working on fixing this... my husband's charge 2 got classic last night, and HE had an "anointed device" < (what we called operational FitBit's back in the dark days of Spring '17, when Stages was SUPPOSED to be launched...

Well. So much for that...

[Nicole3303]

I wear a charge 2 and have had simplified sleep data for the past 4 nights. Apparently, the bug isn't limited to the blaze

[PHReader]

This is not just a Blaze issue though.  My Charge 2 stopped showing sleep cycles and only showed the classic sleep screens a few days ago.  I thought it was just my fitbit and tried everything; changing location on my wrist, cleaning contacts, etc.  Nothing worked.  Then my husband said this morning that his sleep cycles have not been showing up correcting for 3 days on his Fitbit Blaze.  Okay - not I realize it is not a problem with my Charge 2 but rather a Fitbit issue.  

[Karatekicksefm]

I'm having the same problem with my charge 2 as well, it started recording using the old sleep graph Saturday night and I restarted my Fitbit and it still is not working correctly

[LarissaNolana]

Hi Matthew. I saw this post re: Blaze and the Charge 2 and just wanted to make sure you are aware that the Alta HR is doing the same thing as well.

[Alicenormand]

I wonder if it is a software bug that will be worked out soon. How many others are having this issue?

Sent from my iPhone

[SteveH]

@Alicenormand fitbit think it is a bug in their software affecting sleep stages for users with Charge 2, Blaze and Alta HR. By the number of posts it seems like a large number of people are affected. Let's hope they get it sorted soon.

[Timgilp]

Many Alice . Just read the message boards . It has joined the international community more than world peace  would ! 

[jjsims]

While fixing this can we please get a toggle to use sleep stages or back to old way of asleep, awake, restless?

[Belli001]

I don't know if it is related or not, but suddenly my step count is about half what it was before the weekend.  I noticed by sleep stages were not being reported and my step count seemed very low for the weekend, but it wasn't until I returned to work this morning that I was able to document the step count is off.  Every hour, I take the same "stroll" to ensure I am up and moving.  Normally, this records between 300 and 325 steps.  However, this morning the same stroll only recorded 178.  Did it twice and had the same bad result.  I counted my steps the second time around and personally counted 354, so it appears to only be giving credit for half.

[Truper]

How will we know when it will be resolved and what if any actions we need to take?

[halemalibu]

I am experiencing the same issue with my Tracker 2 Fitbit device

[MatthewFitbit]

@Truper This thread will be kept updated, and we will be sure to announce when the issue is resolved. You do not need to take any actions - we're working to fix it for everyone!

[Wynston]

I called customer service yesterday and the woman I talked to apparently knew nothing about the bug. We were on the phone for ever and all I got was reboot which did nothing. Think it would be nice if the people in customer service knew about this and wouldn't keep people on the phone for so long when nothing they tell you to do is going to work.

[Wynston]

Why doesn't customer service know about this bug? I was on the phone for ever yesterday because they were blaming me and then had me reboot which did nothing. It would have been nice to have heard "bug" yesterday.

[MatthewFitbit]

@Wynston Sorry you had that experience. This bug emerged over the weekend, and we are doing our best to keep the entire Support Team informed.