(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.

[Fitmomalicia]

Nice to see some are now working, hoping a fix on all is coming soon.  Mine is still not tracking sleep correctly after 4 nights

[SteveH]

@jenniferdunne the problem is with the fitbit software and there's nothing we can do until fitbit are able to fix it. Keep an eye on the first post in this thread for the latest updates from fitbit

[SandyYPA]

Same problem with Charge 2, if that's any help....

[Goooooch]

Fitbit suggest there are a few reasons this can happen:

"WHY DON'T I SEE SLEEP STAGES TODAY?
There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:
If you slept in a position that prevented your tracker from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your tracker higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your tracker to bed). For more information on automatic sleep tracking, see How do I track my sleep?
If you slept for less than 3 hours.
If your tracker’s battery is critically low."
taken from: https://help.fitbit.com/articles/en_US/Help_article/2163/

Could one of these explain the problem?

[monkr63]

Same here.  I thought something was wrong with my Blaze.  I've had sleep stages every day since I got this in June (minus one REALLY restless night) but not on 9/2, 9/4 or 9/5.  It did generate sleep stages on 9/3.  Looks like the update and "improved sleep stages tracker" was a loser.  Come on guys- get it together (please).

[Gillago]

I am in Ireland. Hoping thus issue is resolved soon!

Sent from my iPhone

[AjaySingh]

I observed this on Monday, hope FitBit team will get this fixed soon.

[KraKree]

Thanks for the info it is known being a problem with other Fitbits that supplies that info. So my friend you are not alone on this. 

[Brenda_Cooper]

Will the nights we lost detailed tracking for get recomputed?  Surely you still have the data, right?

[Melcee]

I have tried restarting my Fitbit - turning it off then on. No solution. I have tried deleting the sleep stage and then adding time slept back in manually and still no sleep stages. I have cleaned the back of it..this is beyond aggravating. Please provide some alternative solutions? 

[Poodlemama]

Sleep stages didn't work last night, don't know why it worked the night before after not working the previous nights.  Reading the posts with the shout outs, seems to be a global issue.

Beautiful west coast of Canada.

[Amers389]

Well this line of messages that you are working on the sleep fit problem with Blaze series. However I see dates all the way back to April and it's now September. It just started on my blaze and I'm not too happy that after 5 months your company has not fixed the glitch and there is nothing we can do except return for full refund!

[davidf100010]

I went to sleep last night and woke up early this morning to see my blaze only recorded basic sleep. After falling back to sleep for 30mins trying to get some extra sleep I see that my blaze indeed recorded sleep stages for the whole night. This is the second time I woke up and saw only basic sleep was recorded and then went back to sleep and sleep stages were recorded after the short 30min nap.

[Wissandie]

This has happened to my Charge 2 as well. About the same time frame. 

[Wilwaters]

Is this also happening on the charge hr 2? Mine started doing classic view three days ago. 

[Mirandamontpeli]

From what I understand, it is happening with all of them.  I hope they get this fixed quick.  This is one of my favorite features.

Miranda

[SteveH]

@Wilwaters yes, this is happening on the Charge 2, Alta HR and Blaze. There's a thread in each board like this one.

[REB46226]

My Blaze was working fine in reporting Sleep Stages until Saturday. Since then is has only reported basic data and no stages.

FITBIT: When will this get fixed?

[Mrbond]

Mine was good yesterday (finally) and back to basic today. Hey Fitbit, can't u get it right? Remember the Iconic is coming out in a few days!


Sent from my iPad

[Roren]

Thanks for the update, but it seems the bug is not just limited to the Blaze, but the Charge 2.  Are bug fixes being worked on for all affected models?