Inspire 3 has stopped showing my sleep stages

[Noramar1531]

For the past five days, my Inspire 3 has stopped showing sleep stages. I use it while I sleep and I haven't changed the way I wear it at all. I use the iPhone Fitbit app, version 4.13 (413270...) that's all that shows on the screen. Then I checked for updates and it's up to date, which I assumed it would be. Also, this morning I deleted it and reinstalled it. Still no sleep stages. From what I've seen on this forum, sleep stages problems are common for all versions of Fitbit devices. Any idea what is causing these problems and how to fix them? Also, I clean the sensors daily (I saw this on someone else's post). When I go to take a shower, I take off the Inspire, clean the sensors and put it in a drawer (away from my cat's prying claws). Any other ideas?

[Noramar1531]

EDIT: Looks like the reply I was attempting to reply to was deleted (thanks!). It was possibly in Japanese, and didn't appear to have anything to do with what my question was about. By the way, I'm still having the same problem. A whole week with no sleep stages now.

I have no idea what this says. Could someone translate it for me? This is what I got back from Google translate:

Fitbit
I don't know the app settings on my smartphone.
I would like you to tell me the reason
that's all

????

[soapski]

I’m having the same frustration. I’ve tried all the troubleshooting possibilities.

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I called the helpline yesterday. Problem fixed. It worked great last night!

[JohnSaa]

Can share what the fix was?

[Mthel]

I was having this problem for weeks. Then I switched out my band from a stretchy one ( which I tried adjusting many times) to a standard buckle one. Problem solved.

[Noramar1531 · Accepted solution]

This is also a reply to myself, since I got a pretty good set of troubleshooting steps when I finally called the help line. So here is what they had me do:

Check that IOS was up to date on my iPhone (it was)
Check that my Fitbit app was up to date (it was)
Then they had me attach it to the charging cable and restart it, by pressing on both the left and the right side at the same time until I saw the Fitbit logo on the screen.
After that, it was supposed to work the next day, and I got a case #.
The next day it still wasn't working, so I called again referencing my case #. There was only one more thing they had me try.
Go into settings in the device (not the app) and look for heart rate. Make sure it's on, and turn in on if it's not (mine was off for some reason). It must have gotten turned off by mistake somehow.
And now it should work the next day. And it did!

I'm sure not everyone has exactly the same things going on, but these are some troubleshooting steps to try. Good luck!

[soapski]

Only worked for one night.  I'll have to call again.

[JohnSaa]

I contacted support today and they walked me through the usual steps to make sure everything was updated and the settings were correct. What I didn’t expect was he had me disconnect my phone from the app. I’ll reconnect tomorrow and then see if the app has my sleep score, etc. I’ll let you know if this works.

[Noramar1531]

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@JohnSaa wrote:

I contacted support today and they walked me through the usual steps to make sure everything was updated and the settings were correct. What I didn’t expect was he had me disconnect my phone from the app. I’ll reconnect tomorrow and then see if the app has my sleep score, etc. I’ll let you know if this works.

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On my second call, they also had me disconnect my phone from the app, so I did. However, I'm fairly certain that it was the heart rate thing that actually fixed the problem: "Go into settings in the device (not the app) and look for heart rate. Make sure it's on, and turn in on if it's not."

I have since reconnected my phone back to the app with no negative effect. Did they have you check that the heart rate monitor was on?

[JohnSaa]

Yes, he did have me check the heart rate setting and it was on. This morning I reconnected my phone to the app but still no sleep scores. I think tonight I’ll delete my phone from the app, delete the app, restart the phone and Fitbit and tomorrow morning reinstall the app and see what happens.

[Noramar1531]

Good luck! Looks like you've done all the right troubleshooting steps.

[LEFitz]

Is this for inspire 3? I don’t see how to reset hr monitoring on the device only. My device is monitoring he but misses capturing sleep 3 days out of 4. This is a recent change… last month or so. 

[Noramar1531]

To reset HR monitoring on the device only, when you see the clock, swipe down until you see "settings", click on settings, then swipe up until you see heart rate and make sure it's on. The "switch" should be to the right and showing as blue. I hope this helps.

[JohnSaa]

Ok, my other attempts to get my sleep score didn’t work. I called support again, and they had me do a factory reset on the Fitbit. Guess what? It worked! No I’ll just have to wait and see if it continues to work.

[Bill_209]

My Inspire 3 works fine, but the first Inspire 3 that I purchased for my wife rarely provided the detailed sleep stage data, as well as the breathing rate and HRV heart metrics.

We went through the entire customer service troubleshooting process with them a couple of times with no resolution, so I returned it for a replacement device.

The replacement device never provided sleep cycle, breathing rate or HRV data and none of the troubleshooting steps worked on that one either, so I returned it for a another replacement.

The third device never provides sleep cycle, breathing rate or HRV data either and we have been working with customer service for a few days now with no success.

I am hoping that this marginal device performance issue can be resolved with an updated firmware version, but time will tell.

[JohnSaa]

I got sleep scores the last 2 nights including breathing rate etc (all the health metrics). But not the 3 days prior, so the jury is still out as its reliability. I’ll keep you posted.

[Bill_209]

Thanks, that would be useful information.

From what I understand, if the device is unable to discern and display the sleep stages (for a variety of reasons),then the breathing rate and HRV health metrics are not provided either.

My Inspire 3 device returns these data successfully every day, so the fact that the three devices that my wife has don't work reliably is more than a bit frustrating.

[soapski]

I am very frustrated and probably will not buy another Fitbit or
recommend it to anyone else.  I bought mine Inspire 3 in Oct at Kohls.
My sleep data worked fine until about 6 weeks ago.  My first two calls
to support were met with troubleshooting support. None of that worked. 
After that, my next 4 calls were assurance that the support person would
push this to the next level and someone would get back to me via email
very soon.That never happened.  No one is willing or able or
knowledgeable enough to figure it out.  It is too late to return my
Fitbit to the store but I feel like Fitbit should stand behind the
product and provide a replacement.  They will not.

[Bill_209]

Keep pushing back on Fitbit (or Google), because there is a one year factory warranty on the Inspire 3. 

Marginal product hardware and/or firmware should not be a customer burden and you paid for a new device, not a refurbished one.

[Bill_209]

Correction above.

Not sure how to delete this post