(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.

[Helen310889]

This has been happening on my charge 2 for the last 4 nights 😞 hope it is fixed soon!

[KraKree]

Same here Helen I agree with you. 

[kristi_k]

Just wondering if this is an issue for all of the Fitbit Trackers? I have the Charge 2 and my sleep stages stopped getting generated on Saturday, 9/2. It looks like an overall issue, but wanted to make sure. I was debating on getting my tracker replaced but if it's an overall bug in the FitBit sleep system I'll wait to see if it changes once it's resolved. I just want to confirm if it's for ALL trackers, not just the Blaze tracker specifically. Thanks!

[SteveH]

@kristi_k it's affecting all trackers that get sleep stages: Blaze, Alta HR and Charge 2

[Mrbond]

It's been noted to be Fitbit's server issue.


Sent from my iPad

[Xyverz]

I don't have a Blaze, but I'm now having this exact issue with my Charge 2 HR. Will the fix you guys are pushing out for Blaze also apply to my Charge 2 HR?

I see from a post before mine that this is affecting all trackers due to being a back-end server issue.

[Arlyne]

I've also had this problem and I've noticed that with the classic sleep it shows significantly more awake time. Is the new version more accurate? (Huge difference, like 3-4 hours awake per night compared to an hour or less!)

[Xyverz]

@Arlyne – I've had the opposite, actually. with Classic mode, it shows me as having far more sleep and much less awake time when compared to Stages.

[Pumacat]

This post is for Blaze devices only! Please post on your own corresponding device posts about the issue. Thank you

[SunsetRunner]

I agree with you! This is my last fitbit
(Have blaze) i just tried to vote for your post. I had to log on to
Fitbit to do so. Then they gad some questions i didnt answer and was bounced out.
Pat

[kristi_k]

Thank you!

[Xyverz]

[deleted]

[KraKree]

I do have a Blaze which is my current one now. 

[KraKree]

Sorry disregard you were talking to someone else

[Pumacat]

And did you miss Matthew's post where he said to post in your respective device post or are you being ignorant as well as rude?

[KraKree]

The sleep stages is happening on Blaze is this is not Blaze I do apologize. 

[MatthewFitbit]

Please keep this conversation respectful. I know we're all eager to see Sleep Stages working properly again, but the Community Guidelines still apply.

The issue affects all devices capable of Sleep Stages (Charge 2, Alta HR, and Blaze) and will be resolved across all devices at once. It does not affect everyone with those trackers, so some users may still be seeing Sleep Stages while others do not. We're hopeful that it will be resolved soon for everyone.

[KraKree]

Matthew is your post pertaining to me? If so I will starting deleting any more email coming to me. 

[MatthewFitbit]

@KraKree No, I was not referring to you.

[Xyverz]

@MatthewFitbit Apologies. I will delete my replies and not comment further on this forum topic.