Charge 5 Not Producing Detailed Sleep Reports

[Jim-in-AZ]

My wife got a Charge 5 last November and I got one in December. We started viewing our detailed sleep reports shortly after that and have continued to this day. We took advantage of the six month free premium plan and paid to renew those for another year. Very suddenly, on June 9, my wife stopped getting detailed sleep reports and instead got the basic report with a note that said, "We couldn't generate sleep stages for this sleep." That has happened every night since. I continue to get detailed reports and she gets only basic reports.

My first thought that she was wearing her watch differently or something had happened to the settings for her watch or app. A few day ago I had a brilliant idea! We swapped watches for two days and nights and looked at the sleep reports. Guess what? She has gotten detailed sleep reports while wearing my watch and I have gotten only basic reports while wearing her watch. That looks like conclusive evidence that the problem lies with her Charge 5. How do I report this to Fitbit and request a replacement Charge 5 for her?

[JohnnyRow]

"conclusive evidence that the problem lies with her Charge 5"  or perhaps the settings on it, rather than the hardware.  Don't have time right now to think what might be.

Edited:  You're probably right.  Just playing devil's advocate - trying to think if I could think of any other possibilities.

For replacement, would have to contact Fitbit Help.

[Jhook1]

Same thing happening on mine. I’ve tried both tightening and loosening band to no avail, and haven’t figured out anything else to try. I bought it in March? When Ionic was recalled, and it worked fine until the last 3 weeks or so. The message I get says heart rate is not being seen during sleep, but I can pull heart rate fine during the day. I want my sleep info back!

[pdg1dolf]

Same thing happening to me.  Following in case there is something new to try to help fitbit Sense go back to tracking sleep stages.  Thank you!

[Jim-in-AZ]

I am cautiously optimistic. A few days ago while my wife was using the Fitbit app, a notice appeared that said a new firmware version was available for her Charge 5 and it might take 40 minutes to install.We went ahead and ran the installation. I did not make a note of the old version that was being replaced, but the new version is 57.20001.171.50. Since then she has gotten mostly valid sleep scores with no other changes having been made. One night was a partial reading with sleep not detected until 2 or 3 am (although she was asleep before that), but three other nights covered the entire sleep period.

On a related note, I then was curious about the firmware version on my own identical Charge 5, so I checked it and found that it is 57.20001.149.11, which would seem to be somewhat older. However, when I check for an update for my Charge 5, I'm told that it is up to date.

[Jhook1]

I also did an update and I cleaned my Fitbit—hadn’t noticed before but I read something in the FAQs that said not to spray sunscreen around it, so stopped doing that. Last night worked ok but didn’t get the length of sleep I thought I had. I appreciate your getting back to me!

Sent from my iPhone

[Jim-in-AZ]

Today I received an invitation in the Fitbit app to update my Charge 5, and it is now also running version 57.20001.171.50.