(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.

[LynnKi]

PS. Mine is not a Blaze, it's a Charge HR.

[NessieNattrass]

Hi Matthew

I have the Alta HR and I've had this issue for the past 5 nights. I emailed Customer Support who sent me a link to your post.

However, your post states that it's a Blaze issue, are you aware that it's also affecting Alta HRs?

I've had my device since April and it's worked perfectly until this week..

Many thanks

[ChinYing]

Is this also the same issue for the Alta HR? It was tracking my sleep stages fine until 4 days ago, but now it's not working. 

[Batezy]

Hi,

i have a Fitbit Charge 2 and it has happened to me. This issue occurred from 02/09 onwards. Can you confirm if the Charge 2's have this issue too? If not I will have to spend another 30mins on the phone to Fitbit. Kind regards

[Wilwaters]

from what I've gathered its the blaze, alta and charge 2. They have been
putting out notices, but doing a rather weak job of it. They said they are
working on it.

[Timgilp]

NO NO NO !!! Alta Hr users started this whole protest it is not just about blaze ! Please tell us all what on earth is going on . Both myself and my wife have no sleep pattern again last night !!! why ??

[Timgilp]

Yes but why put a red notice saying Blaze users ? It's Alta Hr too !!

[Debsroo]

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@Timgilp wrote:

Yes but why put a red notice saying Blaze users ? It's Alta Hr too !!

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Grr so annoying. One issues gets fixed (steps not resetting at midnight) and the sleep issue starts again. 3 nights in a row now I've had simple sleep stages on my Alta hr. I'm wearing it no differently! Yet again not impressed with this 😞 

[Bryony46]

Not working again, for the 5th night now.

And laughably there's now a message in my app suggesting some things *I* should do to fix the problem. Please stop lying to your customers Fitbit - you've already admitted this is a software problem and nothing customers do is going to fix it. 

[bee247]

I believe so.

Sent from my iPhone

[Batezy]

It's a shame they couldn't have just sent out a simple email. This would have stopped hundreds if not thousands of people ringing wasting their time and employees time. 

[JPJOZI]

I have also just been receiving classic sleep graphs since the 1 September. 

Did everything that forums recommended: reinstalling app on phone and restarting my charge 2. Nothing helping...

When will this problem be resolved??

[Devadude]

This is still happening. Happened to me last night.  When will it be resolved? 

[SteveH]

@Devadude see the first post in this thread for the latest update from fitbit. Seems the fix will take a few more days.

[SteveH]

@Timgilp this issue is affecting the Blaze, Alta HR and Charge 2. There is a thread like this one in each of the forums. See the first post in this thread for the latest update from fitbit. Seems that the fix is still a few days away.

[Devadude]

Ah. Having seen posts going back to March, I think, I had assumed 9/3 was March not Sept.  So much for localisation! 


Sent from my Samsung Galaxy smartphone.

[Liefling84]

My sleep is not tracking! Tried changing sensitivity but still not working!

[bee247]

My exact sentiments!

Sent from my iPhone

[kh2867az]

I'm having the same problem with my Fitbit Alta HR.

For the last four nights I have been seeing/receiving my sleep pattern, rather than sleep stages. Prior to this sleep stages had always worked perfectly. How I wear and sleep with my Fitbit has not changed. My Fitbit has a sufficient amount of charge.

I have tried resetting my Fitbit to no avail. 

[Colinm39]

It will be fixed..be patient..

Today is only my 3rd " old sleep reporting" since 29th Match and those were only single day hiccups.