(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.

[Kolonel]

Seems to be fixed 👍 Now i receive again the sleep stages as I dis before👏👏👏

[Bertierossi]

Result!
Sleep stages is working on my Blaze as of midnight last night here in the UK. Wonder what went wrong to cause it in the first place.

Sent from my iPhone

[SouthDakota]

I see that this issue is tied to a thread for the Fitbit blaze. I am having the same issues with my charge 2 HR showing simplified sleep data since September 2. Is this an issue for all Fitbit users?

[bee247]

I have a Blaze. Didn't do anything different. Then syn my Blaze when I woke up n there it is with Sleep Stages.

Sent from my iPhone

[SteveH]

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@SouthDakota wrote:

I see that this issue is tied to a thread for the Fitbit blaze. I am having the same issues with my charge 2 HR showing simplified sleep data since September 2. Is this an issue for all Fitbit users?

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The issue affects users of the Blaze, Alta HR and Charge 2. There is a thread similar to this one in the Charge 2 forum if you'd prefer to follow that one but the updates from fitbit in the first post of the thread will be the same in each

[Chocbanana55]

Worked ok for me last night on Alta HR after 2 nights classic sleep.  Thanks 👍

[Chocbanana55]

Worked ok for me last night on Alta HR after 2 nights classic sleep.  Thanks 

[SusanMary]

I bought an Alta HR Fit bit on Sunday 6th August 2017 on the understanding that I would be able to track my sleeping patterns.  This function has never worked and, after several exchanges of emails with the support team, I am now informed by them that this is an ongoing issue that is affecting other customers as well but that "we don't have a timeline for it to be fixed".  If this is the case, why is Fitbit continuing to market this product which is not fit for purpose?  The advice to "check for an available firmware update for your tracker from time to time" is not a satisfactory response for a product that cost £129:99. I still have time to return my Fitbit Alta HR.  Which model of Fitbit can I replace it with that actually does what it claims to do.

[SunsetRunner]

I got sleep stages last night. Yeah. See what happens tonight.

[KraKree]

The sleep stage seems to be working on mine this morning. The past ones I had deleted probably should not have but did. How about anyone else? 

[dwstolberg]

I'm still getting classic only. 😑😑

[SusanMary]

What did you do?  I was told to look out for firmware updates but no idea how to install (?) these?  Mine is an Alta HR Fitbit.

[SteveH]

@SusanMary the problem has been on the fitbit servers so if it is fixed then there is nothing you need to do.

[SusanMary]

Thanks.  I'll keep my fingers crossed and see what happens tonight.

[Butterflywings]

Received my sleep stages this morning. 

[Chris-King]

Worked for me too last night. Great stuff 

[Timgilp]

not for me but did for my wife !

[SusanMary]

I'm still only getting the basic sleep details on my Fitbit Alta HR.  Very frustrating!

[RickyBee]

My Blaze is back to normal sleep stages last night. I never paid attention to firmware versions. My Blaze has version 17.8.401.3.

I thought the issue was on fitbit's servers or in how they massage user data to present it properly. \\

Anyway, sleep stages seem to be working again and hopefully will stay working.

[AjaySingh]

This started working since yesterday night, thank you FitBit team.