(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.

[Atwitsend]

My husband and I have the same issue... None of the help sites seem to cover the problem.  Mine worked when I first got it, now it doesn't.  I would like to know how to fix this and make it work again so it not only tracks basic sleep but does the REM and deep sleep percentages.  

[Chris-King]

Mine was reporting fine on all stages until Friday 1st September 2017, now it has reverted to basic sleep patterns. I thought at first it was due to a low battery as it was prompting me to recharge it, however I recharged it before I slept Friday night and since then I just get basic sleep patterns. 

I have tried all options with disconnecting and reconnecting, but nothing works, I am based in the UK so not sure if this issue has just got to us? 

[tboll01]

Although we are all experiencing a problem with sleep stages, it appears that we aren't all experiencing the problems on the same days.  WittyScientist said her's worked last night but mine did not.  She seems to be in another time zone (outside of the USA) so there are probably numerous Fitbit servers and they are not all experiencing the same problem in unison.  I live on the east coast of USA and this morning, my fitbit Blaze still did not generate Sleep Stages.  The last successful sleep stage graph was Thursday night to Friday morning (Aug 31/Sept 1).  It is encouraging to see that the stages are now working (for someone in Europe).  Eventually the fix will likely propagate to the eastern USA as well.

[KraKree]

Yes I know this could be a problem across the board. I suspect this may be happening to all Fitbits that would supply that info if supplied. On here there be a report on this discussion from Fitbit saying they are working on the problem. 

[suminad]

4th night in a row. My blaze is not showing sleep details. Please fix this.

[KraKree]

My friend believe it is an overall problem the Charge 2  reporting the same. This is the problem In Fitbit in their system. 

[KraKree]

I just read one that in the U.K. His is not working. On this post suggest in reading the same problem do not know how far this extends. So Fitbit wearers suggest you report in, interesting in seeing how far this problem goes. 

[suminad]

I hope they can recover the data and provide the details for the missed days. Thanks for the reply.

[FloridaTerri]

My Sleep Stages worked correctly for last nights sleep. Thanks for fixing it. 

[KraKree]

 Praise the Lord that is working for you. I like the others are in the same state of the sleep stages not working. So may I ask where you from? I've seen the letter from the UK saying that the AC stages is not working. Also  for those who has to charge to fit bit do you sleep stages and not worry so what is been done by fit bit for you I am glad so hopefully that the others in mind to sleep stages will operate. Have a blessed day. 

[davidf100010]

Sept 5th sleep stages still not working. 5 days with basic sleep reporting and not sleep stages.

[SteveH]

@Emlouwil you're right. This seems to be affecting Alta HR, Charge 2 and Blaze (the 3 trackers that have sleep stages). There is a similar thread in each of the boards relating to this problem as well as threads in the app boards and discussions. Updates are being made in each by the moderators.

[Atwitsend]

This solution says it's fixed in March but i didn't get my Blaze until July and it worked for a couple weeks but now it doesn't track the sleep or heart rate so could it be there us another bug in the firmware?

[KraKree]

I feel you David, I'm on the lot of us we still have the same problem. Now we're still waiting for fit bit to fix the problem

[jimhoefflin]

Matthew, this is also a problem in AltaHR models. We have two of them in the family and both stopped working after September 2nd. 

[SteveH]

@jimhoefflin you're right. It seems to be affecting the Alta HR, Blaze and Charge 2 - the 3 fitbits that support sleep stages. Matthew has created update threads like this one in each of the boards.

[KraKree]

 I pray for the same thing my friend have a bless day. 

[JasonG70]

Hi Mathew, 

My wife and I have both purchased a Blaze each in late July 17.  The sleep stages have worked perfectly from the time of purchase up to 1 Sept 17.  Both changed to the classic sleep display.

Having read your post can I confirm the date of your update is 4th Sept and not 9th April?  (I'm in Australia and we use dd/mm/yy)

Thanks

Jason

[SteveH]

@JasonG70 this issue started over the weekend just gone. Matthew's update is from 4 Sep

[jenniferdunne]

I am also having trouble with the sleep cycle. It worked as late as Thursday night but now all I'm getting is the simple one that came with the lower models of the Fitbit that I had. How do I reset the Blaze to do it again? One of the reasons why I bought one.