(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.

[ldolin]

It has now been 3 straight nights.  When????

[Thatparksgal]

My Charge2 is also not showing sleep stages. It is just showing sleep patterns like my old Flex did. 

[cudjh1]

Please note that this isn't limited to Blaze users - my wife and I both have charge hr2 fitbits and haven't gotten the sleep stages for several days (but they worked fine before)

[SteveH]

@cudjh1 you are right - this issue is affecting the Blaze, Alta HR and Charge 2 fitbits. There is a thread similar to this one in each of the forums but the updates from fitbit in the first post of the thread is the same in each case. The expectation is that when it's fixed for one it will be fixed for all three trackers.

[SteveH]

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@Peachz08 wrote:

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.

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I'm afraid the only trackers that support sleep stages are the Blaze, Alta HR and the Charge 2. The Charge cannot work as it required heart rate tracking.

[SteveH]

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@Tarinski wrote:

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

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yes, the issue is affecting the Charge 2, Blaze and Alta HR

[SteveH]

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@Booga711 wrote:

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

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Do you mean Charge 2? The Charge HR doesn't support sleep stages at all. If so, then this issue is affecting the Charge 2 as well as the Blaze and the update in post 1 of this thread will apply to you too.

[SteveH]

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@ldolin wrote:

It has now been 3 straight nights.  When????

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keep on eye on the first post in this thread for the latest updates from fitbit. According to the last update from yesterday, the fix is still a few days away.

[lotsofsushiusa]

Thank you so much for the update!! 

[kesgardner]

Sent from my iPhone

[KraKree]

Well we hope and pray that the problem will be fixed 

[KraKree]

Had not check on mine yet but believing on a good thing. 

God bless 

[KraKree]

At this time I have the Blaze before I had the Charge 2. Whatever the problem is hoping for it to be fixed. God bless 

[KraKree]

I am sorry that you misunderstood I am not the one involved in the repair I have not that long have the Blaze but there were other post that came on here that others had the same problem. So like you I waiting for the problem to be fixed. God bless

[KraKree]

For those on here let me make this clear. This is nothing against all of you. I am one of the customers like you recently purchased a Blaze before I had the Charge 2 and the flex. Forgive if I have you the wrong impression. I came on originally on question on my battery. I just did a full charge and wore it until the battery was drained. I had charged informing the moderators. I am like you all also not yet checked on the sleep stages this morning. Hoping just like you, that will be fixed God bless. 

[NS123]

Does this also apply to Charge 2? I have not been receiving sleep stages for the last 5 nights. 

[SteveH]

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@NS123 wrote:

Does this also apply to Charge 2? I have not been receiving sleep stages for the last 5 nights. 

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yes, this is affecting the Charge 2, Alta HR and Blaze

[TPMINIL]

Lost thirty minutes of my life speaking with Fitbit support.  Had to go through this step before Amazon would accept a request for refund.  Even though I have nearly four years of data in Fitbit, I'll be leaving because of this.  Perhaps this is why they are struggling as a company.

[Kmbickel]

Will this be fixed for the Charge HR2 as well?

[SteveH]

@Kmbickel the thinking is that this is one bug that's affecting the Charge 2, Alta HR and Blaze and that when it's fixed it will be fixed for all