Ionic not tracking Sleep Score

[Itzfitz]

For the past three nights, I have not been receiving a Sleep Score from the Ionic watch  and App. This means that my SpO2 clock face is also not giving a reading. 

Moderator Edit: Clarified subject

[SilviaFitbit]

@Itzfitz A warm welcome to the Fitbit Community. Thank you for the details mentioned. 

If your app isn't showing a sleep score, this could be because your Ionic isn't tracking sleep stages, please check the following scenarios where you get only sleep pattern which shows time asleep, restless, and awake: 

• 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). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Let me know how it goes. 

[KnDHeid]

I’m having the same issue as well as my heart rate not tracking correctly. I am wearing my Ionic as stated in your reply and I am not using the start sleep on the app.

With all the reported issues with the 71.6.19 release will there be another firmware released to fix these issues?

[SilviaFitbit]

@KnDHeid Hi there. Thank you for the troubleshooting tried and the details mentioned. 

As with all heart-rate tracking technology, accuracy is affected by personal physiology, device location on your arm, and type of movement.

For a more accurate heart-rate reading:

• Wear your Fitbit device on top of your wrist, and make sure the back of the device is in contact with your skin.
• When you’re not exercising, wear your device a finger’s width above your wrist bone.
• During exercise, wear your device a bit tighter and higher for an improved fit. The band should be snug but not constricting (a tight band restricts blood flow, potentially affecting the heart-rate signal). Many exercises such as bike riding or weight lifting cause you to bend your wrist frequently, which could interfere with the heart-rate signal if the watch is lower on your wrist.

If after checking the above you're still experiencing difficulties please provide me with as many details as possible regarding your heart rate not tracking correctly.

Let me know how it goes.

[KnDHeid]

Tried all of those things and still nothing has changed. My heart rate is still being recorded at almost double what it is, which then misstates my caloric burn for the day, along with the device not recording my sleep correctly.

 It has rendered the device useless for me with the exception of a watch, which of course wouldn’t have cost me almost $300!!

 Is there a way to go back to the previous firmware release?

[SilviaFitbit]

@KnDHeid Thank you for getting back. I see where your disappointment is coming from. 

In this case, I've shared your post with our Support team and someone will contact you as soon as possible. It's not possible to go back to the previous firmware once the latest has been installed. 

Have a great weekend. 

[Dabunnyman]

Hi also having the same issue, this function has worked perfectly since I got the watch in 2018. The sleep stages has ceased to function since early November, not sure when the past firmware update was but reckon it was around this time. The loss of this function has nothing to do with my usage of my device as it has worked up to now and I haven't suddenly changed sleeping habits or style. This has been, in my opinion a bug introduced with the update. Seems like many people suddenly experiencing the same issue, this points to a software issue. Please tell me this will be resolved soon. Thanks. 

[KnDHeid]

Dabunnyman,

Have you also noticed if you’re having any issues with your heart rate functionality too?

 At the same time as my sleep recording issues, my heart rate started recording at 140+ beats per minute. This was at all times of the day or night. Which the affected my calorie burn one week was 25,345 and the next week jumped to 53,845 which I know was not possible.

I would love to know if you’re having the same problem.

 Thanks!

[Dabunnyman]

Hi, no the weird thing is my heartbeat tracking itself is normal and hasn't been spiking. This makes the sleep stages tracking issue more puzzling. Cheers!

[KnDHeid]

Well I received an email from support and was told to do a factory reset. I did, but still the issues are not resolved. No sleep score and my HR is still not recording correctly.

This is not something due to my wearing my device incorrectly or my habits changing, this is something inherent with the last update and needs to be resolved by Fitbit. I’m hopeful that the answer isn’t, “Sorry sir, r no longer support the Ionic device, and you’ll have to purchase a new device.” Because if that’s the case and this will happen every 2-3 years, I’m not sure I’ll continue to purchase Fitbit devices.

[Dwayne73]

I am having the same exact issues as everyone else. I have the Adidas Ionic and within the last two weeks it won't give me a sleep score anymore- says my heart rate is 208 when I am working out and 139 when I am sitting at my desk working which is completely wrong. My calorie burn is way off because of this saying I burn 5000 calories a day- I think not. Can someone please look into this? 

[KnDHeid]

Unfortunately Fitbit will only super if your device Is still in warranty. Otherwise they’ll tell you to try the factory reset (which won’t work), then tell you sorry here’s 35% off any device that isn’t the newest models. Completely NOT impressed with the customer service experience and will be purchasing a Garmin wearable and taking my money and business elsewhere.

[Dabunnyman]

Hi Silvia,

Hi Silvia

Have you any update for all the people who have had issues with sleep stages tracking and other issues as per the comments raised here?

[A5kil3s]

I have been having similar issues since November - my heart rate, sleep tracker and battery life seem to be off.   I have not called it in yet nor tried a factory reset, but I really do not want to do.  So, I am just waiting and watching - interesting to see what you all learn!!

[Klrangeleyes]

I have the same issue, my sleep score stopped. I’m was getting insanely a lot of zone minutes and it won’t shut down with the three button push. I had to go into settings and shut it down, I also logged out and then even deleted the app and re-uploaded it. That fixed the zone minutes only. I really hope they fix it soon because the sleep functions/score is one  of the reasons why I keep Fitbit and don’t go to Apple Watch. The Fitbit Sense and Apple Watch cost about the same! (I also pay for premium)