(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.

---

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.

[Chrisgrant2001]

Does this also apply to Charge 2? I am having the issue but this post specifically mentions Blaze only. 

[SteveH]

@Chrisgrant2001 this problem is affecting Blaze, Charge 2 and Alta HR users.

[Chocbanana55]

This has also occurred on my Alta HR for last 2 nights

[Batezy]

Yeah it must be every device that receives the extended sleep pattern thingy-bob that is affected. They should make it clear via email or change the header to this thread!

[GySgt_Seidell]

My Blaze is working again. Sleep pattern in all of its glory has returned.

Blaze OS version;  17.8.401.3

[TheHollyDog]

It's not just the Blaze. My charge 2 hasn't worked for the sleep analysis since I did the last update. Not happy and hoping for a fix soon.

[SteveH]

@Batezy you're right. It's affecting the Blaze, Alta HR and Charge 2. They have created a thread like this in each of the relevant forums, plus threads in the app forums and the sleep discussion board. This does seem to have caused some confusion but if they had just one thread, where would they put it?

[TheHollyDog]

Thanks, fingers crossed it's sorted soon!

[Riobhca89]

Is there a time scale of when this will be resolved? I have only had the Blaze for 1 week, it tracked sleep stages for one night and then has not since. 

It very frustrating considering I have now had 3 FitBit products, 2 Charge HR's and now this and they have all been faulty.

[BarbB61]

I just checked my sleep from last night and I am getting the sleep stages again... first time since last week. 

Won't hold my breath about it lasting thought.

[WittyScientist]

I got my sleep stages back for the second night in a row so hopefully more people will start seeing sleep stages again in the next few days!! 

[Dtunnecl]

My Baze hasn't given me sleep staging for the past 5 nights. I have grown to rely on it. I hope they get it fixed soon. 

[Gingersview]

I'm really disappointed in the customer care here, no email has been sent to explain that there's an issue and everyone is searching the internet, turning phones on and off, reinstalling apps etc. Surely we deserve better. I bought two of the FitBit Alta HRs two weeks ago and so far the very feature I bought it for has been missing.  Poor show. 

[SunsetRunner]

I hope their "software" problems are resolved soon. It's upsetting.
Good luck with your fitbit!

Pat

[tboll01]

Mine WORKED last night (east coast USA, Blaze fitbit).  First time since last Thursday night/Friday morning.  There is hope that the fix is propagating through the fitbit servers.

[ghrad]

My Blaze hasn't given me sleep stages since 9/1.

Sent from my iPhone

[Tarinski]

I have lost sleep stages on my Charge 2.  Is this also due to the issue you are working to resolve?

[Peachz08]

Just wondering if the original Fitbit Charge is able to receive the sleep stages? I gave my old Fitbit to my mom and she has never been able to see the sleep stages since it has been available.

[Booga711]

My Charge HR hasn't given me sleep stages data for the last 4 nights. Thanks 

[Droether]

Sleep stages hasn't been working on my Charge 2 since Saturday, September 2. Just so you know it's not just blaze.