Charge 5 Sleep Score missing and health metrics data

[JamieGriffiths]

I am no longer getting sleep scores from my brand new (2 week old) Charge 5, and have tried all the suggestions I've found on the net:

1) restart the device

2) delete the most recent sleep record and key the period manually (start and end time)

3) cleared app cache (Android)

4) force stopped app

5) deleted all local data

6) reinstalled app

...still nothing.

The one thing I've noticed is that I haven't had a sleep score since the most recent app update on 30 September 2021.

Any help would be much appreciated.

Moderator Edit: Clarified subject

[JamieGriffiths]

I'm also missing Breathing Rate and Heart Rate Variability data since the update on 30 September as well. SpO2 and Resting Heart Rate are working as expected.

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Has anyone else noticed sleep score issues since the most recent Android app update on 30 September?

[SilviaFitbit · Accepted solution]

@JamieGriffiths Hi there. Thanks for the details mentioned. 

I appreciate the troubleshooting performed prior to posting. 

If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.

In regards to the Health Metrics data, confirm the following requirements are met:

• Wear your device for at least 1 full day (during the day and to sleep at night). Check your stats after you wake up in the morning. Note: skin temperature requires 3 nights of data.
• Make sure the back of your device is in contact with your skin. The band should be snug but not constricting. If you experience any discomfort, loosen the band, and if it persists give your wrist a break by taking it off.
• Most metrics require at least 3 hours of quality sleep. If you move a lot during your sleep or the sleep session is too short, you might not get a reading.
• To track your blood oxygen saturation, confirm you have an SpO2 clock face installed (available on Ionic, Sense, and Versa series) or the SpO2 app (available on Charge 4, Charge 5, Sense, and Versa 3). For more information, see How do I track blood oxygen saturation (SpO2) with my Fitbit device?

Hope this helps. 

[JamieGriffiths]

Thanks Silvia, I've done all those things, and haven't had any sleep scores or stages since the app updated on 30 September. I've also gone through a full diagnosis via the support chat, and am waiting a couple more nights to see if this solves any issues. 

My gut instinct is it's app related - I'm keen to know if anyone else has issues since the app update.

[SilviaFitbit]

@JamieGriffiths Thank you for getting back. 

I appreciate that you mentioned you've been in touch with our Support team, continue monitoring its functionality. Also, I recommend to subscribe to this thread where this issue is being investigated. 

See you around. 

[markp88]

I am having similar issues. Using iPhone no recent updates though. 

My new charge 5 - about 2 weeks old has recorded my sleep scores intermittently. Last night worked. This morning, nothing.  

there is no change to my schedule or routine or sleep to be the reason. It’s not that hr isn’t recording, unless the charge itself is having issues but it reads the heart rate fine all day so I don’t expect that. 

please provide updated fitbit! This is a major reason for my purchase of the fitbit. The sleep tracking ability and it’s not usable if it chooses to work every few nights. 

[DwgpndSurf]

My change 5 is a month old.  My sleep scores are all over the place.  I read up on how it's calculated, etc., and still can't figure out how it's working.

I'll get a sleep score for a couple nights, and then nothing.  Or I'll get a sleep score when I shouldn't (less than 3 hours of sleep).  I'll get a restful, deep sleep and no score.

It just seems very random.  Which is a little frustrating, but now I'm using as a guide and not worrying about the scores if that makes sense.  Frustrating, but at least it's helping me dial in better sleep habits. 

[Gulfshore]

Sleep analysis has not worked for me since I've upgraded from charge 3. The charge 4 and charge 5 just do not perform this function reliably. I get analysis about 10% of the sleep nights. Have spent endless hrs with customer support and tried everything. I think it is just an IOS bug they cannot fix,

[AllanOb]

In my case with my 2-week old Charge 5, have noticed that sleep start time is around an hour or two hours late. Like I actually dozed off before 10PM and have been fast asleep as confirmed by my wife. However, recorded sleep start time was 12AM. Been almost like this on other days. This brings down my overall sleep score. Just wondering if there's anything I need to know more about my device and/or its setting? Thanks!

[ChattyNani]

Got a  new Charge5 for Christmas .love the sleek  look & smooth creamy feel to the band BUT  more than half the time basic sleep results with NO score & half the time no Readiness score? It just doesn't  track like my old Charge4  I know how much I'm sleeping, but like getting  the scores Guess  this is something fitbit's going to have to look into because it seems like a little forums I've looked up there's a lot of people who have the exact same issues with the Sleep scores the oxygen scores the Readiness course they're just not working on this watch you reset re charge reboot where at I wear it low where it's high BUT it's just the same issue😅🤣😂

[ColleenR28]

Just got a charge 5 and looking for my sleep score and I don’t see it. I saw these posts and just wondering if anyone figured it out. This is the sole reason I got this watch.

thanks 

[mscatz_9]

So glad I checked here before purchasing a Charge 5.  My Charge 4 has been having issues with sleep scores since the month after I purchased it in July of 2020 so I though I give the Charge 5 a try in the hopes that Fitbit fixed the issue.  Looks like they have not.

[pajac]

My Charge 5 is a week old and suddenly I am no longer getting any data. It is syncing successfully but isn't showing any data on phone app. I have hard restarted, deleted and restarted app, reinstalled the device, cleared cache and rebooted phone. Still no data. The steps and heart rate are showing on the device but nothing is going to the app. I may be returning this and going back to my old reliable Charge 2 

To update: After getting it working again, this same thing happened again 5 days later. I returned for credit and purchased another Charge 5. This one has been problem free for several weeks.

[SamJV]

I have EXACTLY the same problems - and here we are in NOVEMBER 2022. It’s beyond frustrating. I have contacted some FitBit folks that have sent back their Charge 5 fitbits THREE TIMES before getting a unit that worked. I am therefore confident that it is not an issue with ALM the hoops they make you jump through (which I’ve done literally a DOZEN times with no progress. I am goin go to escalate and demand a unit that has BEEN TESTED before they send out another faulty unit. 

[Cedarose]

Me too! 

[SamJV]

I’ve eventually given up. I contacted Head Office, had case escalated, demanded a working model. I then spent 3 weeks chasing my returned model down, only to be sent a unit that ONCE AGAIN, has zero data for Sleep etc. Has NEVER shown Heart Variability rate and Breathing Rate and shows Skin Temp and O2 Saturation about 40% of the time. The ONLY metric this works consistently is Heart Rate. Unfortunately this Charge 5 is simply a **ahem** that does a third of the functions promised and one just has to be oK with that or get your money back. I guess that’s why they’ve gone from $180 to $90. Never again, back to Apple/Garmin for me