Not getting sleep stages

[Prior10]

My first nights sleep came with a graph showing rem light sleep and deep sleep my next 2 nights just show a block saying sleep/awake/restless not much I can see with that I’ve checked beneath the sleep app doesn’t tell me why I’ve changed to less dom arm as suggested that didn’t work should I leave on Dom arm which app is set up for. Tried help manual nothing in there this is becoming an uninteresting app which is a shame because as well as aiding weight loss the reason for getting was register sleep as well as excercse due to tiredness after sleeping can anyone help please sorry such a long inquiry I tend to do this any help greatly appreciated thank you 🙏 

Moderator edit: Updated subject for clarity 

[Lazywalker]

Hi

I have 32.10.20 on my ionic

Sent from my iPhone

[BallymenaBob]

My app version is 32:10:20 and is the most recent.

This doesn’t give me confidence in the Fitbit answers!

But then, I’ve given up expecting a solution to this. Fitbit are ignoring the evidence that there’s a problem. Maybe Santa will solve it for me at Christmas with a different wearable.

[Metroace]

@SilviaFitbit So it seems to be getting clear that you say the latest version of the FitBit Ionic should be 32.12.19 yet so far, this of us who have reported back to you are on version 32.10.20 and cannot get any further updates.

So I ask you again.

Do we have faulty units? If so, they are not fit for purpose and should be replaced.

Has a previous update of yours corrupted our units? If so, the fault is yours and the units should be replaced.

Is your means of disseminating updates at fault?  If so, the fault is yours and the units should be replaced.

Unless of course you have some other means of delivering the necessary updates to all of us who are having this problem.

[Ochikawa]

It seems like you have no updates for us. I've been waiting for it since your reply in July and now is already October ? This is really a negative purchase from Fitbit thinking that its the so called #1 activity tracker watch world wide. I wish I could return this watch but sadly I accidentally scratch it on top of the watch or else I would have get rid of it or sold it to someone else at a cheaper price. Not going to purchase another piece of Fitbit watch neither am I going to trust your future development in new watches with all the fancy features that was mention but not implemented till today.

Any way guys..I have given up on the stupid sleep activity. Have been trying to find ways to make it work but still get simplified version. *Just take Fitbit Ionic as IT DOESN'T have this feature*

[SilviaFitbit]

Hey everyone! 

Thanks for the extra details that each one of you have provided, as well for the troubleshoot that you've performed.

I wanted to clarify the information that I gave before about the firmware version of Ionic, the latest one it's 32.12.19. However, this has been released to just 10% of users, this type of updates are released progressively to the users, Fitbit starts with a small percentage and then it extends to all the Fitbit users. You can learn more about it by checking the main thread. 

If you keep having any issue with sleep stages, don't hesitate to double check the requirements on this post. 

Your patience and understanding while you get the firmware update is appreciated. 

[PDBaba]

First things first - Can you remove "Solved" from this post? Almost everyone has asked this and yet it has been conveniently ignored.  It's misleading. This is completely in line with how Fitbit behaves in general when it comes to issues with Ionic. I haven't seen one acknowledgement of issue with Sleep Stages although people have been providing evidence that things are not right. Do we need to write that in sky? You can see from my message how frustrated I am with Ionic and how things are being dealt with by Fitbit and it's support staff. It's far from being a Smart Watch. It cant even do what its predecessors never had any trouble doing - tracking and reporting sleep stages.

If only i could get my money back. Disappointing is a serious understatement. If this is how things are handled, issues rectified - then Fitbit has a lot to reassess on its business model. Sorry but this is duping the customers through misinformation.

[Metroace]

@SilviaFitbit Again, please remove solved from this thread. It is not.

You would have thought that the 10% that this was rolled out to might just have included some of us who have been telling you of problems so that you could monitor our results.

[Bahappy1]

I do have the latest firmware but that didnot solve anything here, so do not simply wait for this update  after that the the issue is still there. Just simple sleepstages. 

[SilviaFitbit]

Thanks for getting back @PDBaba, @Metroace and @Bahappy1. Once again, your comments and feedback are truly appreciated.

I've removed the solution from the thread as this can cause some confusion. If you would like to learn more about how users accept posts as solutions, you may want to double check this post About: Accepted Solutions. 

I'll be around if you have any more questions! 

[Lazywalker]

Thanks for marking the solution as unsolved

I do have one further question. What is being done to fix it?

Also the suggested steps to try fixing it include setting up all day sync, yet another thread recommends switching off all day sync to protect battery life.

Which is correct?

Sent from my iPad

[PDBaba]

Thanks @SilviaFitbit for removing the solution and thread as “Solved”.

Just one question - when can we expect solution on this one? Looks like the rare firmware release from Fitbit doesn’t help (though I am yet to get the firmware pushed to my device). Do we have any ETA please? Thanks!

[FitDawnM]

I purchased my Ionic less than a week ago and was so looking forward to the detailed sleep analysis. It has only given it to me two out of the five nights.  I do like the other features, but what really sold me on this tracker was the sleep analysis feature. I am contemplating returning it after reading that this sleep portion of the app has been faulty for almost a year now.

[Lazywalker]

I’m afraid I have no idea when Fitbit will fix the sleep issue

I have an open case with them 26057883, but the last I heard from them was 04/08 when I queried their response to the screenshots I sent them

They told me that the issue was my ionic wasn’t detecting heart rate even though I also sent them screenshots showing my heart rate was recorded all night.

Since then they’ve just ignored me

Sent from my iPhone

[Metroace]

It gets worse. When I had a case open with customer services, I asked for repair or replacement as it was not doin what was advertised. They refused.

Not at all sure that I will stick with this company next time I purchase a fitness device.

[SantiR]

@Lazywalker Thanks for your reply and for sharing those details. Where did you found that suggested step? I recommend trying the steps provided by Fitbit in order to sort this out.

Also, I recommend you to continue to report this with customer support through the open case you already have with them. That way, they can check provide you with a solution or updates regarding this. @Metroace @PDBaba

@FitDawnM Welcome to the Fitbit forums! Thanks for also reporting the situation you are experiencing with sleep stages. Thanks for providing those details.

I'd recommend checking this helpful article for more information on factors that could be preventing your sleep stages to get tracked. 

Keep me posted! 

[Lazywalker]

Hi

Your support told me to use all day sync in August. See note below:

‘
On the other hand, we'd like to encourage you to try the next steps to check your sleep patterns and search for the best way to assist you after checking your tracker's behavior.
Please keep the all day sync option On.
Write down the time you go to bed and keep in mind the tips we mentioned before.
Let us know how this instructions work. If you have any other inquiry, or need something else don't hesitate to contact us. Don't forget that we are here to help you reach your goals.

Sincerely,
Joan CV and the Fitbit Team

‘

The suggestion didn’t work



I did report all my results to support via my open case but have heard nothing since August



Hence my joining this thread







‘

Sent from my iPhone

[SantiR]

@Lazywalker Thanks for your reply and for sharing those details.

In that case, yes, follow the instructions from customer support and keep all day sync on. Please let them know your results on the steps they are providing so they can gather more information to keep helping you out to get to a solution.

Thanks again for sharing that helpful information. Keep me posted! 

[Lazywalker]

Hi

I’ve already provided the details to support at the start of August and have heard nothing since.

I have stopped using all day sync as it just meant my battery ran down and I was told that to stop this I should turn it off

Funnily enough as soon as I turned it off I did get 2 days of sleep stages before they disappeared again.

Still waiting for some feedback from
Support as they have been quiet since August

Have Fitbit any idea why people are losing sleep stages yet ?



Sent from my iPhone

[SantiR]

@Lazywalker Thanks for your reply and for sharing all of those details and feedback.

I appreciate your patience regarding this matter. I'm sure that customer support will be able to find out what is the root cause of this to get you back in track with the sleep stages. Feel free to send them another email if you want to get any updates regarding this matter.

Keep me posted! 

[Metroace]

What is the point in dealing with customer support? They just keep saying the same things and do not solve the problem. If they did solve it for one of us, we would be on here telling everyone. Personally, the last time I got sleep stages was a 2 day streak 6 weeks ago. I have not had regular sleep stages since early June. Customer Services dismissed my concerns once the stock suggestions did not work.