Ionic not tracking sleep stages

[donna-blaze]

Has anyone had a recent update on their Ionic? My Ionic stopped giving me detail on my sleep and my activity about 3 weeks ago. I keep checking for an update, but have seen nothing. Not sure if it's my Ionic or just that FitBit is neglecting to update. Anyone have any ideas? I was on hold with the FitBit help line for 20 minutes before it dropped my call.

Moderator Edit: Clarified subject

[SilviaFitbit]

@donna-blaze A warm welcome to the Community. Thanks for getting in touch about this. 

I appreciate that you mentioned you tried to contact our Support team. The latest firmware update for Ionic is 27.70.8.0. 

Based in what you mentioned, it seems that your Ionic isn't showing you sleep stages. There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of 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). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Let me know the outcome. I'll be around if you have any additional questions. 

[donna-blaze]

For three weeks, my fitbit ionic has not recording my full sleep cycle. The message: We couldn't generate sleep stages for this sleep. Please try again tomorrow. I get the same message for my workouts.

I have restarted my Ionic, my phone, the bluetooth connection, and my house WiFi dozens of times to hopefully correct this. I have, also, checked for updates.

Is anyone else having this problem? I have waited as long as an hour on the "help line" without connecting to anyone.

Any help would be appreciated.

[SilviaFitbit]

@donna-blaze Thanks for getting back. I've moved your post this thread. 

I truly appreciate the troubleshooting tried. I've shared your post withour Support team and they mentioned you were able to contact them, please continue the communication through email. 

I'll be around if you have any additional questions. 

[trackerMiami]

I noticed a few other similar posts and I've had the same issue.  It started the day after the last firmware update (others have said the same thing).  Prior to the firmware update, I'd get a sleep score over 90% of the time.  Since I did the update in early June, I only received sleep scores on two single days.  The other days, it tells me how many times awake and how many times restless.  Very frustrating.  I did all of the suggested steps by fitbit, including factory reset, deleting/re-installing the Android app, placed the watch on the other wrist, adjusted the tightness - but to no avail.  Very very frustrating.

@Fitbit, when will the next firmware update be available for the Ionic?  Also, how can I downgrade to the previous version until a new one is available?

Thanks for your help.

[Dakkle]

Same issue. Contacted fitbit support every other day for a week with still no resolution. They said they would escalate the issue and get back to me in 2 days.... 4 days ago 

[SilviaFitbit]

@trackerMiami A warm welcome to the Community. Thanks for the troubleshooting tried prior to posting. 

I see where you're coming from.

I appreciate that you mentioned you troubleshooted this with Support. I've taken the liberty to share your post with our team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

Once you've installed the firmware update, it's not possible to downgrade. Whenever there's a new firmware available, it will be posted on the forums. 

@Dakkle Welcome to the Community. Thanks for letting me know that you already have a case with our Support team, your patience is appreciated while they get back to you. 

I'll be around if you have any additional questions. 

[trackerMiami]

Thanks @SilviaFitbit.  I'll look forward to hearing from someone in Support about this issue.  

[Dakkle]

I've been contacted 3 separate times by email from fitbit support about the device not recording sleep stages. I continue to say the same thing over and over and over and over again. I have reset the device to factory settings. Uninstalled and reinstalled the app several times. Changed the sleep sensitivity.... And all I keep receiving is emails asking to complete the same steps over and over and over and over again. I believe either the device is defective or the device/app updates have failed to show sleep stages anymore. 

[trackerMiami]

I believe it's related to something in the June firmware update.  My sleep scores were very reliable until the morning after that firmware update was successfully installed.  Hopefully, it will be corrected in the next firmware update and hopefully that will be soon.  It is very frustrating not to get sleep scores because tracking sleep was one of the things that sold me on this watch.