(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.

[MatthewFitbit]

@Xyverz I wasn't referring to you either. Please don't feel unwelcome here.

I simply saw our thread becoming unfriendly and wanted to post a reminder that we're in this together, and expecting a fix soon. I completely understand that software bugs are stressful, and I'm making sure our team knows how important this feature is to all of you.

[Amanda2202]

You are saying this is happening with balze fitbits however this is happening with my charge 2 too.

[MatthewFitbit]

@Amanda2202 This is affecting everyone with Sleep Stages. You'll see a thread at the top of the Charge 2 forum.

[KraKree]

Okay just to let you know I am not the only that has been cross post. There were those from a husband relationship reporting for instance one has a Blaze another a Charge 2 having the same problem. I know that it is stressful and anger is expressed. Oh yes I understand 

it is all good now 

[Pumacat]

Then it says to post in your devices thread otherwise they won't see it here in Blaze. Thank you

[AlessFitbit]

I wanted to clear up some confusion about this affecting multiple trackers. We're aware of this affecting not just the Blaze, but also Alta HR and Charge 2. Please follow along on the thread for the tracker that you own. All three threads will be updated with the same information, so you only need to follow or subscribe to one. I also wanted to mention that you do not need to take any action with your trackers or the app to have this resolved. The fix will happen in the back-end on our side of things. Once the fix has been officially released, I will make sure to update this thread. Thanks to everyone for patiently waiting! 

[MatthewFitbit]

@Pumacat I appreciate your effort to keep things organized. Just to be clear, there is no need to post in any of these threads in order to get this issue resolved. Our team is working on a fix that will apply to all affected users using any device. You are welcome to post if you like, but it's not necessary to do so.

[bee247]

Just got up. Yay, I got Sleep Stages for last nights sleep! Hopefully this means the problem is resolved !!

[Pumacat]

Thank you for clearing that up for everyone Matthew!

[bee247]

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@AlessFitbit wrote:

I wanted to clear up some confusion about this affecting multiple trackers. We're aware of this affecting not just the Charge 2, but also Alta HR and Blaze. Please follow along on the thread for the tracker that you own. All three threads will be updated with the same information, so you only need to follow or subscribe to one. I also wanted to mention that you do not need to take any action with your trackers or the app to have this resolved. The fix will happen in the back-end on our side of things. Once the fix has been officially released, I will make sure to update this thread. Thanks to everyone for patiently waiting! 

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Just got up. Yay, I got Sleep Stages for last nights sleep! Hopefully this means the problem is resolved !!

[haytur]

I am having the same issue with my Charge 2. Working on a fix for this as well???

[kristi_k]

I didn't mean to get people fired up by posting in the Blaze thread...I just googled my issue with the sleep stages to see if others were experiencing it too and it brought me to this page, I didn't notice until after my original comment that it was for the Blaze, not the Charge 2 (which is the device I have), I was just trying to clarify if I was reading it correctly when I posted originally. Sorry for causing any confusion. I'll stick to my device page for further questions. 

[KraKree]

It is okay Kristi well in knowing from other people in different watches seems in having problem. 

[ChrisH3040]

I called into Fitbit customer care who told me they are aware of this problem and looking for a solution. He suggested I set my Charge 2 sleep setting to "sensitive" (account>advanced settings>sleep sensitivity>sensitive) and try it again.  It worked!  My sleep stages reappeared after 4 nights of classic sleep and one lost night. This may help others until they fix the problem.

[KraKree]

There is a post under Charge 2 perhaps they may something that unknown to us here. Hope that you find some answers. If you have red some of the posts here, so Kristi you have not been the only one be at peace. 

[Colinm39]

All working this morning.  Also I deleted yesterdays sleep log and recreated it and I have the sleep stages.

[MatthewFitbit]

@ChrisH3040 Glad you are seeing Sleep Stages again - however, I can confirm that this is not related to your sensitivity setting. Apologies for the miscommunication from our team. Only some users are affected, and nothing in your settings or software has an impact.

We're hopeful that it will be working normally again for everyone very soon.

[KraKree]

Great may I ask which watch you have? Can you show us how it was done? Did you tell this to Fitbit moderator? 

[ChrisH3040]

Matthew,

Thank you for confirming that it was a fluke that the sensitivity change "fixed" it. I thought that was too easy. Hopefully this will continue working until the real "fix" is found.

Chris

[KraKree]

Chris why take that to the Charge 2 post seeing if they having the same problem. Thanks for the info. The settings for sleep in what Chris is talking about you know if the Blaze has that  capability?