Sleep Stages not being recorded

[TomePam1]

I have been calling the help desk and have been referred to the "escalation team" regarding my Fitbit Blaze not recording sleep stages. Front line staff do not have a clear understanding of the different screens reporting time slept/restless/awake and the actual graph of the night's sleep stages.

The last email from the "escalation team" was quite dismissive and referred me to a review of how to wear the watch. 

So far, nobody has been able to provide a satisfactory answer, especially since I had an actual record of two sleep stages vs the simplified record of sleep and awake. At this point I am feeling blown off and dismissed. I have read a number of reports of others having a similar problem. Has anyone resolved this matter? Is it time to dump the Blaze and find another device? Thanks, Pam

[Kaychambers]

This has happened to mine too, it seems very strange that this has happened to a few owners. I have noticed that the lights on the back aren't flashing as rapidly as they used to, it's more of a 'blink" . Not really sure how to resolve this issue.

[Rich_Laue]

A couple things that have helped others.

Restart the tracker

Switch heart rate to on.

What is the reason the fitbit app gives for no sleep stages?

[TomePam1]

Thanks Rich. I have restarted the tracker a couple of times, and have cycled through turning the heart rate on and off and on again with a sync in between each action. The help desk, as well as the escalation team have really not gotten a handle or clarity on the problem...which I am seeing is not just my isolated issue. Appreciate the response.

[KristinMS]

I'm having the same issue. About a week ago my tracker missed an entire night of sleep. Ever since sleep tracking is sporadic and isn't capturing sleep cycles. Something like this happened a couple months back and it was a problem with the software that they eventually resolved. I have a suspicion that's what's going on again but they just haven't figured it out yet.

[TomePam1]

Hi KristinMS,

I think it is also something in the software; just wish the Fitbit help desk and their "experts" were honest in saying that, instead of being dismissive and suggesting I read the manual about how to wear the tracker. We shall see if they come up with a solution.

[Kaychambers]

let's all hope this matter gets resolved soon. I am still waiting for my official reply from fitbit! my stats for the week make depressing reading; 3 days of no sleep, no recorded heartbeat and any exercise that I am doing is showing minimal calories burned die to no heartbeat! it's going to be a bad week!


Sent from my Samsung Galaxy smartphone.

[TomePam1]

Hi Kaychambers,

I am equally frustrated with the lack of real customer support from the next level "escalation team". Their dismissive reply left me feeling disregarded as a customer, and that I was to blame for not getting sleep stages. Nobody is being honest about the bugs in the software; and it has been that way for some time. Not a product I will recommend to any of my friends who are looking into a tracker of any sort!

Thanks for the response.

[Kaychambers]

This is the first time that I have had any real issue with my Fitbit, I've had the Blaze done March 2016 and owned another Fitbit product before that. Any issues I have had have resolved themselves following a restart. I have followed the instructions for the fix, but unfortunately, this hasn't worked. I am now waiting for further institutions.


Sent from Samsung tablet.

[MarkH70]

My new Blaze is having exactly the same issue.  It will record asleep and awake, but not actual sleep stages.  I'm not sure how to proceed at this point. 

[TomePam1]

After many contacts with support services, and several non-answers by  email from the next level team, I finally had an on line chat with a most helpful person. She reviewed all of the case history I had provided, and said that it is not the user, or the fitbit itself, but the app. Allegedly the engineers are working on the problem and some time in the future will release an update to the app.

I suggest that you talk to the support staff, get a case number, get the issue escalated to the next levels and add to the pressure that they need to fix the app sooner rather than later. The more people who actually get on record with them, the better, because they are not admitting easily that it is an app glitch, but rather telling owners that they need to read the manual and learn how to wear the tracker.  Good luck!

[SunsetRunner]

This started for me a week ago. After doing all of the usual problem-solving things like power cycling and the like, I figured it was a bug in the app. Anxiously awaiting an update 🙂

[TomePam1]

Finally got an admission that it WAS a bug in the app, not me as a user! It has been an uphill push to get an admission and a commitment that there was work being done on the app...just no timeframe to look forward to. Customer service is a very mixed bag; few good, most not well trained in the subject matter.

[aspexil]

Apple or Android app? I'm on Pixel XL Android and the app is working fine sleep and heart rate.

[SunsetRunner]

iOS 11.0.3

[TomePam1]

Apple. Interestingly enough, after much squeaky wheel noise, and a conversation with a very helpful person (after many very indifferent ones), I actually got a sleep stage record generated last night. Will wait and see if this is one off, or if it is a fix. Hope it is the latter. Thanks for the comment.

[SunsetRunner]

yep, so did i! looks like it’s back working and tracking my terrible sleep
patterns. 🙂

[TomePam1]

Great! Maybe they are dealing with them singly until they can fix the app? Glad you are back recording...but I want to see ongoing recording, not a one night deal 🙂 

[AlejandraFitbit]

Hello all, I hope you are doing fine. 

I am sorry to hear that your sleep is not being recorded like it should. If you are not seeing your sleep stages information, I recommend taking a look at this post, where you will be able to find steps to follow regarding this issue.

Let me know how it goes. 

[TomePam1]

Alejandra,

All of those suggestions are addressed to owner use/misuse; the problem lies in the firmware and needs a fix. Once again, I got a single, sporadic sleep stage recording Friday night, but last night, back to simplified record. Frustrating...