Charge 5 incomplete sync, time is wrong, no sleep score

[Charon]

I noticed in the morning that clock on my Charge 5 is wrong (3 hours behind). I attempted to manually sync with app, but it failed. I could not sign in to Dashboard in browser (server error). Also no sleep data for today in the app, no sleep score and analysis by stages. Restarting the device and the phone did not help.

Later today it started syncing in the app (at least it said it was successful) and it showed hours of sleep, but still no score and no analysis (deep, REM etc.). Also, the clock is still wrong after numerous syncs.

Unpairing and re-pairing the device also did not remedy the situation.

Is it something wrong with Fitbit servers?

[Gr4ndp4]

Hi, @Charon, welcome, last things first, you can always check if servers are causing a problem at Fitbit down. Current status and problems | Downdetector. You do not mention where you are but the USA & UK seem OK.

As you correctly point out, syncing is necessary before the sleep data can be processed, your app should sync when you open it, but if your Bluetooth to your phone is asleep or your internet connection is out, nothing will happen. The incorrect time may be a symptom of a failure to sync, alternatively, the time zone may have been inadvertently altered (to review touch your icon in the top left of the "Today" screen>app settings>adjust the time zone as needed - sync) In order to see sleep data a first sync sends your device data to the Fitbit server, you need to sync a second time manually to retrieve the server's processed sleep stats immediately.

You may find this article of interest How do I track my sleep with my Fitbit device? 

If, as I suspect, you have a syncing issue these articles How do Fitbit devices sync their data? & Why won't my Fitbit device sync? may help.

Finally, I recommend you check the Fitbit app on your phone (you do not mention the make or model of your phone) on an Android phone you should open the phone settings>apps>Fitbit>permissions, allow all>storage & cache, clear cache>Mobile data & WiFi, allow background data & unrestricted data usage, check you have enough credit in your cellphone data account>battery usage, unrestricted>pause app activity if unused "Off". This last is because some phones treat the Fitbit app as non-essential while we need it to run constantly in the background. Return to the Fitbit app Today screen & sync. 

Let us know how you get on.

Cheers

[Charon]

Nothing helps.

It only syncs steps now, but time is wrong (3 hours behind, I'm in GMT+3 TZ), and "You did it!" text under the sleep duration instead of sleep score (I assume the sleep analysis has not been received from the server).

[Charon]

This morning it could not sync again for more than an hour. Also I could not sign in to the forum.

Finally when it synced, it shows sleep duration, but no sleep score and stage analysis again, like yesterday. So it's definitely server-side issues!

And of course, time is still wrong. 

[Charon]

No syncing again this morning. Time is wrong, no sleep score.

I'm switching to other smart watch brand, bye! 

[Gr4ndp4]

Hi, @Charon , allowing you have reviewed & followed through on my advice have you ensured your "Charge 5" has synced a second time to get the sleep stats? You can do this by sliding your finger down the "Today screen" on the Fitbit app & releasing it.

FYG other devices also need a second sync to present sleep data.

I hope this helps.

Cheers

[Charon]

It syncs steps only, no sleep score and time is incorrect.