Charge 2 not tracking sleep stages

[Tdog2010]

Had my charge2 for a week and it won’t track the deep sleep rem and the stages it to track when I’m sleeping.   What do I do to fix it. 

Moderator edit: updated subject for clarity

[Saskinn]

It didnt track the stages the past 2 days, i think its something with the battery it doesnt track sleep stages mostly after battery getting under the 20%. 

So i did again my trick and it worked again.. so there is something wrong with the fitbit tracker. 

[stonecollector]

I am also extremely disappointed in this brand.  It is hard to believe that Fitbit advertises features then decides to not warranty them.  I received this new Fitbit at the end of August 2018 and had trouble with it from the start.  When I first got it I was getting two different sleep stage readings that would flash back and forth.  I saw multiple complaints about this same problems, then suddenly the issue resolved.  Then in November my tracking would not reset itself and my steps continued to accumulate.  I had a very helpful representative that tried multiple time to get it to reset and it finally worked.  I was told that was a defect in the product and to call back when it happened again and I would get a replacement.  I called back about the sleep tracking issue shortly afterwards and was told that it was a separate incident and Fitbit would not long warranty sleep stage related issues and named off so many unrelated circumstances the MAY possibly occur like medication, hence my earlier post.  This company knows that have a huge issue and are going to try and cover it up and push their other products in hopes that this issue resolves.  Do not support this brand.

[JuanFitbit]

Hi everybody   @SunsetRunner @Jmcm46 @Jaymina @ASThompson @Eleanor09 @Saskinn @SunsetRunner @Kotolski @stonecollector @Napergirl @Marjorie11 @wmujcc @fpk473 @Mikeah @JohnMetlrrittI  welcome back to the community! I apologize for the delayed reply. 

I want to thank you all for your posts and sharing your experiences. 

Just a small reminder and as some of you already have posted, the following conditions can prevent the recording of your sleep phases:
- You record your sleep using the app, instead of the automatic sleep detection of your tracker.
- The battery of the tracker is almost empty when you go to bed (under 25%). This prevents regular recording of your pulse.
- You use the metal bracelet during sleep
- You sleep less than 3 hours.
- The bracelet is too loose or too tight on your arm. You should be able to put your index finger between the bracelet and your arm without much resistance, so that your pulse is recorded regularly and thus your sleep phases can be recognized.

After taking this in consideration, who has tried the solution posted by @Saskinn ?

 Would you please let me know who is still having the simplified sleep records and not the sleep stages,in order to address you properly and individually?

I'll be expecting your replies.

[Jmcm46]

I didn’t understand what ‘disconnect Fitbit from your phone ‘ meant.
I’ve tried all of the things you mentioned and have had about 4 nights where my sleep stages were recorded.
I’ve given up wearing my charge 2 for some time now.
All I can suggest is that my problem is caused by my erratic heart beat preventing Fitbit from getting 3 or more hours of regular beats.
Cheers
Jane

Sent from my iPhone

[Saskinn]

With disconnect i mean disconnecting bluetooth connection between phone and tracker.

my fitbit stopped again tracking sleepstages. I cant and dont want to do the tricks everyday or everytime it stops tracking. It must “just works” (like steve jobs said), at FitBit they have another slogan i think 🙂  Im thinking to sell this one and try another smarrwatch. 

[Jmcm46]

Thanks Saskinn.

I may have another go when I’ve nothing else to think about, but for now I’ll concentrate on other things.
😀

Sent from my iPhone

[stonecollector]

I wear my Fitbit the same correct way every night.  The problem is not with the user, the problem is with the device.  The issue of not tracking sleep stages is random and happens even if the device is fully charged. I never let my device fall below 30 percent. Resetting the device every day in hopes of it working correctly is not a solution but does indicate a defective unit.   I have had multiple issues with this Fitbit and was refused a replacement.  Please provide the contractual language that states you will not honor warranties on defective products. 

[Saskinn]

Totally agree, the problem is the device

[SunsetRunner]

Hmmm.

I have never had an issue with sleep stages with my device. When my friend who also has a charge 2 couldn't get her sleep stages, we switched devices to see if  hers would work for me and vice versa.

Her device gave me perfect sleep stages. Just like my device.

My device, when worn by her, did not give her any sleep stages.

So it was not to do with the device.

She improved her diet to help her heart health and now she gets perfect sleep stages 90% of the time, with her original device. She is still working on improving her heart health (aren't we all?) So that 10% could still improve. In her case it was definitely not the device.

[JuanFitbit]

@Jmcm46 @Saskinn @stonecollector @SunsetRunner Hi everyone it's nice to see you all again on the conversation. 

@Saskinn thanks for your post and explanation, on the phrase. This will help others. 

@SunsetRunner thank you for sharing your experiences as well as the one of your friends. And you are totally right, we all here, because we want to improve our health.   

@stonecollector @Saskinn  Thank you por your comments and feedback. . We don´t want to create frustration in our users and your comments are very important for us, please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on what you share here.

As @SunsetRunner mentioned, this situation might appear, due the usage or if the tracker is not working properly. We all are here to help each other, and to search for a solution.  In case, we could determine that the tracker might be defective, or anyone needs specific assistance, I'll be more than happy to contact Customer Support to provide that help. 

@stonecollector  did you receive a message on the insights of your sleep? Is the heart rate being recorded accurate while you are sleeping?

I'll be awaiting your reply. 

[Mikeah]

I agree it is not the device. I have had a replacement device and there is no change. I have since done the swap tests with my wife and my device woks perfectly for her nut her device does not work for me. I can only conclude hat anyone with atrial fibrillation will not get a regular heart beat when asleep to measure sleep although they will get all the heart rate graphs whether asleep or exercising. In just on a year I have NEVER had a sleep graph other than the regular one I used to get and still get saying that my heart rate cannot be measured. I think the only fix can be with FITBIT doing an upgrade that measures all types of heartbeats including AF.  

[sayhey]

I DON'T have Atrial Fib and still cannot get sleep stage readings. I do run a normal low pulse rate; perhaps that's a causal factor

[stonecollector]

As mentioned in my original post, I had no issues with my original FITBIT Charge 2, which I wore for 1.5 years..  I have had consistent issues with the one I got in August 2018, which I have reported to customer service.  The issue is with the device. 

JuanFitbit (Moderator) :. As requested, please provide the contractual language which states that warranties will no longer be honored.  Simple request FITBIT.  I want to understand why your company refuses to replace a unit that does not work as advertised.  This is coming across as FITBIT trying to cover up a know issue with a defective batch of Charge 2 trackers and only working with the newer models like the Charge 3.  

[JuanFitbit]

Hi @Mikeah @sayhey @stonecollector  I'm glad to see you back on the community!

@Mikeah  thanks for your post and explanation, about your situation. 

@sayhey  depending on how low your pulse rate is, this might be affecting the readings of your heart rate. Have you tried wearing the tracker a bit tighter during your sleep?

@stonecollector  thanks for your information. You can read here our Warranty Policies. Support works each and every case individually. Depending on the warranty status and the issue, the resolutions are taken. 

As I do not have personal or purchase information, as well as the case information, I cannot tell you why the resolution was taken. I would suggest you to write back to Support and ask them more information about the resolution. They'll be more than happy to explain it to you. 

Please let me know if you have any question. 

[Mikeah]

Did all these things recommended and didn't make an ounce of difference. I have concluded that fit bit needs to produce an algorithm that measures all heart problems including AF. I don't think the problem lies with the hardware, I think it is a problem with the software not programmed to measure AF and other heart irregularities. 

[Saskinn]

@JuanFitbit 

I did not have sleep stages again for 8 days. I just waited to see if it tracks stages but did not work.

i did the trick and today i have again stages. So the device is not working properly.

please give a solution which solves this problem. Or give a big discount for your new device if that device doesnt have this problem.

[JuanFitbit]

Hi @Mikeah and @Saskinn I'm glad to hear back from you. @Mikeah thank you for your feedback and suggestion I find it very interesting. I recommend you to post it on our Feature Suggestion Board. I found this thread, that is very similar to your proposal. Please have a look at it, and if it applies, please leave your vote and your comment. 

Detect irregular heart beats 

@Saskinn thank you for letting me know that the issue persists. I've contacted Customer Support in your behalf. They 'll be sending you an Email to have your case reviewed. 

[stonecollector]

I continue to be amazed at the lack of support from this site or company.  Customer service has all of my purchase information.  I was told to call back for a replacement and when I did, I was placed on hold for 20 minutes thinking I was waiting for the claims process.  Instead I had a "supervisor" answer the call and proceed to state that FITBIT no longer warranties issues related to sleep stage issues.  I went over the three issues I had had from purchases and was told that each incident was considered separate and therefore would not be honored as a replacement condition.  There was no issue with the purchase or purchase date, just a very rude and cold representative that states what I have mentioned from the beginning. I also reviewed the warranty which states the products is covered for one year but then found a broad exclusion statement that basically implies it will not cover defects in function of the device.  I have included both below.  This brand needs to be investigated by CFPB for warranty fraud.  

LIMITED PRODUCT WARRANTY

Fitbit warrants to the original purchaser that your Fitbit-branded device and Fitbit-branded device accessories (collectively, the "Product") shall be free from defects in materials and workmanship under normal use for a period of one (1) year from the date of purchase, except that if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA, the warranty period is two (2) years from the date of purchase (the "Warranty Period").

EXCLUSIONS AND LIMITATIONS

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. This Limited Product Warranty does not cover software embedded in any Product and related services provided by Fitbit. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

[Saskinn]

Fitbit gave me another tip, so do the steps i posted before and do this, now my tracker tracks for 7 days with sleep stages:

Do this:

We also confirmed that you have sleep on the Fitbit app set to "Sensitive", which is not recommended, as this feature setting prevents you from getting sleep stages.

regards

mutlu

[stonecollector]

I checked my setting and it is on the "normal" sleep setting.