No sleep data

[Suzisu]

On July 15th my charge 6 stopped tracking my sleep data. I've restarted, resynched, uninstalled etc to no avail....still no sleep data! Where can I find the help to resolve this?

[Troynorr]

I'm also experiencing issues with sleep data on my Charge 6. It keeps saying that I'm waking more than an hour before I actually wake up and this has been going on for a couple weeks now.  What is wrong with this app? 

[Kris227]

I would personally try 2 things - on the watch: shut the heart option off, and then on, and also do a reset. If it persists, on watch/settings/info/clear data. Of course the heart option must be on in the watch/settings for sleep stages to appear. Hope that helps!

[RiekoC]

Hello @Suzisu 

Do you see a green light on the back of your Charge 6? That's the optical heart rate sensor & it's needed for sleep tracking. If you don't see the green light, check the Settings tile on your Charge 6 to confirm that Heart Rate is turned on:

• Swipe down from the clock face until you see the Settings tile (last one) and tap on it
• Swipe up until you see Heart rate and confirm that it's turned on. If it isn't, tap on it to enable.

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Hello @Troynorr 

The sleep algorithm has been updated to track more of your awake periods. Please see this recent announcement (<-- click) in the iOS app forum. The same announcement was also posted to the Android app forum. 

[Troynorr]

Thanks. The green light is on. It seems to be doing better now after 3 or 4 incorrect wake times (over an hour less than what I actually slept). 

[whollis]

There are 2 separate posts/threads on this topic. They changed the sleep algorithm in late June and as a consequence significantly higher awake times and dropping sleep quality scores.  Fitbit remains silent on the topic but are increasingly aware users aren’t happy because it’s a flawed methodology.

[Kris227]

ALSO, at night, I AVOID tapping the watch to turn on the display. I also set watch/settings/display = manual so it doesn't wake on wrist turn. I found that both of these can produce a false "awake" for me.

[RiekoC]

Hello @whollis 

There was a post that showed up on the iOS & Android app forums announcing the change in the sleep algorithm. The post is pinned to the top of the forum page. 

For now, you can submit your thoughts on this change using the Feedback option in the Fitbit app

• Tap your picture in the upper right of the Today page in the Fitbit app
• Tap on Feedback in the menu that opens
• Complete the prompts and submit

The feedback reports are received by the team for review. 

[whollis]

I’m leaving no stone alone.  Posting here all the time.  Feedback sent.  Calling tech support, asking for a supervisor to document the disaster.

it was a helpful supervisor that finally tracked what I’ve shared on the forum with a copy & paste.  Engineering told nobody hence generic troubleshooting steps that are a waste of time since it is the flawed algorithm that is causing the problems & health related issues for some who really on consistent results.  To suddenly drop 10 - 20 points in score you cannot make any changes to fix it!