(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.

[Lukeskywalker23]

Having same problem. This is one of the best features of the blaze. Will be happy when you have this feature fixed

[cabz360]

same here...i thought it was just me, but has been 3 nights now that I'm unable to get reports on my sleep cycles. I just got this last week and did wonder if mine was defective.

[Altapat]

Glad to hear it's a bug and not malfunctioning Fitbit. Presumably they'll fix it and we'll have sleep stages again. Hopefully before too long 

[Altapat]

Can't believe how addicted I am to my Alta HR. Still, could be worse!

[jckuhn]

Is this also an issue with the Charge 2? My Charge 2 has not been tracking sleep stages for the past 4 nights.  My husband has the Blaze and his is not tracking sleep stages either.  Do we know when this issue will be resolved?

[tomcgraves]

My wife's Charge 2 is tracking her sleep correctly, but my Blaze has reverted to the old way for the last 3 nights. Weird.

[tomcgraves]

I just got off the phone with Mario in support and he didn't seem to know that this is an issue that's being fixed. He asked me to send screen shots of my sleep graph. I agree that the support staff should be informed of ongoing issues, and an email to registered users would be a good idea.

[wlpe01]

There are 3 of us in this house 2 Charge 2 and 1 Blaze all having the same issues with both dleep and steps for the last 3 days as well.  Hopefully they correct this as soon as possible!

[Mags1703]

I have had the same problem please keep as informed about this bug. Hope you sort it soon .

[GySgt_Seidell]

Matthew our Fitbit Moderator is doing a fantastic job keeping us up to date. I think if we all just take a breath and give Fitbit some time to resolve this matter, we can all go back to being Happy Campers. Patience folks, Patience. Just a thought!

[KraKree]

I am in the same as you with the same problem. Fitbit has responded asking in being patient as they fix the problem.  

[Beezy1978]

Don't worry! This glitch has nothing to do with the other problem! ❤️

We WILL get Stages restored- this is a new problem presenting itself with the same symptom, but we were assured they are not related. 🌹

[davidf100010]

I hate to say it but I'm tired of waiting for Fitbit to fix all these issues. I bought the blaze back in February expecting the GPS and notifications to work and I'm still waiting fot it to work like advertised. Now the sleep stages are not working and they want more time. I called Fitbit to return my blaze because I have never received the product I bought. Nope can't return it even with Fitbit stringing use along for 7 months they still can't get things working right. Now with Ionic coming out will we have to wait a year or more for that to work right and still get the same song and dance? 

I hate to be harsh but this is flat out false advertising when it comes to the blaze and gps connected to a windows phone. I even ordered the Ionic but I'm thinking of canceling that due to really bad customer support. I dont mean that they dont reply to questions they do that great its just nothing gets fixed and we get stringed along and cant return a device that has never worked the way it should.

Ok done ranting 

[Smartwatchuser]

Seems kind of odd. How can a "bug" cause this issue? If firmware or software doesn't change and other software or firmwares don't affect the Fitbit firmware/software (such as an iPhone update) how does a bug materialize? One day it works fine and the next day it doesn't. Suspicious.

[cratzinger]

I can second the step count being off. My schedule is pretty fixed around 4k (not great but not horrid). Given that its always that, why it tracked 800 has me at a total loss. I even tried swapping wrists (and changing to dominante hand).  The Sleep stages are all reporting as "awake" making it look like I am sleeping half time, kind of funny but at least we're all in it together!! ❤️  And they know its a problem and are working on it. Murphys law anything that goes wrong will happen on the long weekend 😉

[KraKree]

Regarding the problem the moderator who been speaking about the problem the person name is Matthew. There is a post regarding his statements of the problem regarding the sleep stages. Of your problem if you wish in contacting Fitbit. For as long as you been going with it I can not imagine. I pray that it will be corrected. 

[KraKree]

Regarding the problem the moderator who been speaking about the problem the person name is Matthew. There is a post regarding his statements of the problem regarding the sleep stages. Of your problem if you wish in contacting Fitbit. There has been more than you and I having the same problem. 

[KraKree]

What has been said already by the moderator name Matthew that as new information is known  it would be passed on to us. Of this posts that was sent of those who have been waited a long time for things to be fixed. 

[tomcgraves]

I'm assuming all the individual user data are kept on their cloud server and maybe it's getting swamped? Or just some bug in the server processing routines? They clearly have access to all our individual data, so they must have us on their cloud.

[BeccaBarry]

I have a fitbit alta hr and my sleep stages are also not working, are you looking into this as well as the blaze?