Getting simplified sleep stages from Ionic

[Bahappy1]

I've had a Alta HR, Versa and now have an Ionic and still see only simplified sleep details. I've had it only once or twice reporting advanced with graph showing Awake, Rem, Light and Deep. My wife has a Blaze (I configured it for her) and she has no issues. I used to have Jawbone Up3 and this gave me always perfect the sleep stages, because they are out of business for the Up3 , and mine went defect , I switched to Fitbit. OK, what did I try ? - not to loosely,  - 2 - 3 fingers above wrist bone, - sleeping in a chair, on my back, left side, right side etc. - it's in normal mode (sensitive mode did not solve it) - I did resetting the watch, the heart rate is on (on the watch through settings) and visible,  I'm very healthy man, I 'm doing CrossFit, swimming, lots of walking have no stress, strong heart. I've read all posts about sleep/logging and none brought me a solution.

Of course I have the latest firmware and software installed, and the watch fully charged.

Moderator edit: updated subject for clarity

[MarreFitbit]

It's nice to see you around the forums @Bahappy1! Sorry to hear about the inconveniences you've been having with the sleep stages. Thanks for the detailed information you provided, nice way to start! 

Since you've restarted your Ionic, I'd recommend performing a factory reset. Note that you’ll need to reinstall any apps and music on your device after the reset, and since you haven't synced your device, then any data on the Fitbit device will be lost. 

On your watch, open the Settings app > About > Factory Reset. 

When the watch successfully resets, use the normal out of the box process of updating the firmware or you can see How do I update my Fitbit device? article.

As you may know, there are some situations that may prevent your watch to track sleep stages:

• 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.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed).
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Keep monitoring any of those situations and let me know the outcome! 

[Bahappy1]

Sorry this kind of answer I already found on this forum, I already tried an factory reset, this did not bring anything. 

For the other suggestions:

I don't even know where I can find "begin sleep now" in the fitbit app. (I think it does not exists (anymore))

 I had the watch on al possible positions on both arms, even wore a glove to keep it at 3 fingers distance from my wrist.

Firmware is as said actual: 27.32.10.20

So please check with technical support what can be the reason, I myself think it has something to do with the heart rate zones (under personal info) should I go for custom and (i'm a 66 years old man, have no issues with my heart) ???

[Bahappy1]

My heart  , cardio fitness  is excellent 45-49

Resting is this week 52-53 Bpm  (last week 57-58)

[Bahappy1]

I just did to be certain a factory reset and firmware update (and yes lost my musique, but i will transfer that again with the desktop app), so let's see to night , i have very low expectations.

[Bahappy1]

Factory reset and update (that takes quite a lot of time) did NOT do the trick, so I'm not closer to a solution.  

[orionseye]

I have the same sleep stage issue, and I have had a conversation with support with no resolution.  My Ionic successfully did sleep staging for 24 days, and after that went simplified sleep for no apparent reason.  I have not had one sleep staged night since (18 days).  I have performed all the suggestions from Fitbit tech support without success.  Fitbit support:  clearly there is a problem with sleep staging with the ionic.  As a consumer, I have done all that I can to resolve it with your advice.  Although I appreciate the cordiality and willingness to help from your tech support people, it is extremely frustrating that one the main selling points of the Ionic simply does not function as advertised.  

Moderator Edit: Format

[DramaQueenDiva]

Quick question for you both, @orionseye and @Bahappy1: what is the Sleep Setting set to?  You can find out how to change the settings here.  This may be at least part of the reason why you're getting simplified Sleep Stages.

[orionseye]

I have tried both sensitive and normal without success. But thanks for the suggestion.

Sent from my iPhone

[Bahappy1]

Sorry but I don't understand which sleepsettings other to set , as you could read (post start 1e message)  I have already tried sensitive and normal. 

[MarreFitbit]

Thanks for getting back and for providing me with some more details @Bahappy1! I have reached out to our support team and created a case regarding your inquiry. Someone will be reaching out to you within the next 24-72 hours with next steps. 

Thanks for jumping in here @orionseye! Sorry to hear that your Fitbit Ionic is not properly registering your sleep stages. If you're still chatting with support, please hold the conversation with them as they can still review your account and other stuff to move with next steps. 

Thanks for your support @DramaQueenDiva!

Let me know if there's any questions present. 

[Bahappy1]

Because I think fitbit calculates my heart rate zones based on an average person, and not on a sportive man like I am, I changed my year of birth from 1952 into 1972.  If this does the trick ?? , it's worth trying while waiting a sollution from fitbit.

(this did not helped at all)

[orionseye]

Please let me know if that works.
Thanks!

Sent from my iPhone

[Bahappy1]

Tried it but no effect, so reset my date of birth to be correct again.

The fitbit team contacted me, asking to send them a printscreen from the sleeplog.

I'm afraid they have been told that I don't get any sleepstage at all instead of I'm only getting simplified sleepstages. 

Of course I send the print screen.

Moderator Edition: Format

[orionseye]

Thanks for the updates Bahappy1.

Sent from Mail for Windows 10

[SantiR]

@Bahappy1 Thanks for your reply and for sharing your experience on this thread. Also, thanks for contacting customer support regarding this. 

I'm sure that customer support will find the best solution for you once you share all the information they are requesting from you. I'd recommend to keep in touch with them for a resolution.

@orionseye Thanks for your replies as well. What did customer support was able to do for you finally? Did they asked for any extra information to help you out?

Keep me posted! 

[Bahappy1]

No solution yet, I will let you know as soon as the fitbitteam solved this for me. 

[orionseye]

I have not received a response since Sept. 22, other than a request to hold off on further support chats while they research the issue, I presume. (See message 11 above)

I did provide, at support’s request, screen shots of both my simplied sleep stage graph and my heart rate graph during that same time.  

Sent from Mail for Windows 10

[orionseye]

I really hope that this is not perceived as a "Solution" by support.

[Bahappy1]

There is no solution, the watch fails and there are all kinds of excuses customer (me) related.

I should be happy with the simplified stages, the watch is designed for that.

The device tracks the beat -to-beat changes in the heartrate (HRV) which fluctuates between various sleep stages, in my sleep the watch doesnot get enough info to calculate .

So end of story. The cause is me a healthy good sleeping sportsman with during the night a steady heartrate,