Missing Data (heart rate, sleep/sleep score and readiness)

[Fmb338]

I am missing heart rate, sleep/sleep score and readiness data. My Charge 6 is a few weeks old, but has been working fine until today.  Is anyone else experiencing this?  Is it a known issue that the tech team is working on? Any troubleshooting I can do?

[Gijohnst]

I am having similar issues. My Charge 6 is only two weeks old. I called tech support and walked through all of the troubleshooting options, but the issue still continued. I called them again today, and they recommended that I get a new device since I am still under warranty. We will see how the next device works. I hope this helps.

[laurenrosey]

I'm having the same issue. I had my Inspire 2 for years and it collected sleep data just fine. Then, the new update in November 23 hit and all of a sudden, irregular sleep data, not collecting stats, etc. Still syncing, just huge gaps in data on the app. I've called and chatted, done the troubleshooting, no luck. Replaced my Inspire and got a Charge 6 - and now having the same issue.

[laurenrosey]

OK so I tried adding my sleep duration manually, and magically my data showed up. Guess we'll have to add sleep stuff manually until they fix the issue.

[demo1]

I'm having the same problem, on my Sense 2, with incorrect heart rate data and missing sleep data for the past two days. Have any of you got a response from tech support? I've been on chat with them twice since the end of October/ beginning of November and it was escalated to an email thread in November 2023. I've followed up in December and January and received no response whatsoever. https://community.fitbit.com/t5/Sense-2/Fitbit-Sense-2-doesn-t-capture-sleep-or-exercise-data-no-res...

[TANM12]

I have a luxe - and for some reason the sleep data is not synching. Only gives me the time I was a sleep but no related data or score. This must be a known issue.?

[laurenrosey]

Update - I worked with Fitbit support through Twitter. We did tons of troubleshooting to no avail, and they were basically like, sucks that it sucks good luck. So, I don't think we'll be seeing any support from Fitbit. However! I have found that if I leave my device syncing while I sleep, the data has been more likely to collect. Historically, I leave my bluetooth off during the day and night, but would sync in the morning when I woke up, and I was experiencing lots of data gaps. However, leaving it syncing overnight while I sleep has been helpful. 

[RiekoC]

Hello @TANM12 

Just to let you know, you posted in a thread in the Charge 6 product help forum. We ask if you could please post issue reports in the product help forum for your current Fitbit device to help keep everything organized.

Are you having any issues with heart rate tracking? Do you see a green light on the back of your device? That's the heart rate sensor and is needed for tracking sleep data such as stages & HRV.

[DaPash]

Hard to believe problem from January is plaguing my Charge 6 that I've only had for about 10 days.  This morning my Sleep Score was missing and the details of Sleep levels was replaced by just minutes for Awake, Restless and Asleep. 

[RiekoC]

Hello @DaPash 

I see that you got the basic sleep tracking graph. This help page has the recommended troubleshooting to check when you don't get sleep stages (<-- click link).

Every now & then, I'll get a basic sleep tracking graph instead of sleep stages, although I haven't changed how I wear my Fitbit at night. It's not clear to me why it happens, though.

[DaPash]

From what I've seen in the Forum there are 2 possible causes of my missing Sleep information: 1) I did wear my band on a setting that was one notch larger than before and 2) I'm not sure that I had my Bluetooth turned on when I went to bed.  Those issues may have caused or contributed to the problem, but I was able to use the ECG while the band was on that setting.  I'll try to "correct" for both issues tonight and see if that solves the problem. 

I had hoped the lack of data was simply an issue of the server not updating in a timely manner, but syncing during the day didn't change the outcome.

[RiekoC]

Hello @DaPash 

I'll be watching for your update tomorrow and hope that you'll see your sleep stage info in the morning, along with all your other sleep data.

[DaPash]

Well, after making the two changes I mentioned above, i.e. band tightness and leaving Bluetooth on at night, my Sleep readings were all back for last night.  In addition to Sleep duration I had the readings for sleep levels (Awake, REM, Light, and Deep) and a Sleep Score.  The missing data for the night before did not magically reappear.  It still only lists sleep for that night as Awake, Restless and Asleep times without a Sleep Score. But as long as it keeps giving me the complete Sleep readings I guess this means the problem was user error rather than an issue with my Fitbit Charge 6 or the server.

[DaPash]

Unfortunately I now have the dreaded missing ecg pdf problem.  I've tried everything: updated the app to .48, restarted my Charge 6, restarted my Galaxy 24+, and turned Bluetooth off and on. Still nothing in Notifications.  It worked briefly in September but nothing the last 2 weeks. 

[RiekoC]

Hello @DaPash 

The issue with ECG pdfs has been escalated and the team is working on fixing the problem.

There's a thread in the Android platform forum (<-- click link) where the issue is being tracked, if you'd like to post there and get updates.