Sleep information not recorded

[Katzcolena]

My ionic is randomly not syncing my sleep.  I have a few days it does and then suddenly doesn’t,  I can’t see my sleep information ever in my ionic but it would at least sync to the app and now it is not showing it on either of them.  I have disconnected and reconnected my Bluetooth.  I have restarted my ionic and phone, even logged out and back in and still nothing.  I have an iPhone 7 with all software and apps up to date on my phones as well as my ionic software.  Can someone help?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Katzcolena thanks for bringing this to my attention, I'm happy to help you with your Ionic and give you a warm welcome to our Community Forums too!

Seems odd that your Ionic suddenly stop recording sleep information, this is certainly not a common situation nor the way we designed our device to perform, thanks for your effort and time troubleshooting it prior posting. To better assist you, can you please let me know if you're not receiving sleep information at all or you're not receiving detailed Sleep Stages graphs? When was the first time you experienced this situation and how many times since then? If you haven't already done so, please check the helpful information from our article: How do I track my sleep with my Fitbit device? and let me know how it goes. 

Keep me posted, I'll be here. 

[Katzcolena]

It looks like this just happened this past weekend.  Looking at my app it shows it missed two days non consecutive.  I know my watch is secure on my wrist and I know I was over 3 hrs of sleep too.  I attached a screen capture of what my app shows.  I had to force sync with my phone multiple times to get last night sleep to show up.  I’ve had this ionic since they came out and have never had this problem before, I had a blaze before and never had this problem either.

[RicardoFitbit]

Thanks for your reply and update @Katzcolena, I'm happy to continue providing you with assistance. My apologies for the delay in responding your post.

I'd like to appreciate the detailed information that was shared on your post and the screenshot as well. Seems odd that this was experienced just for the past week, I recommend you to take in consideration the steps from the help article previously mentioned and let me know if you experience the same again. I'll be here if you need further assistance.

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

[Katzcolena]

So my Fitbit Ionic has been randomly recoding sleep, still have multiple days with nothing.  Now the few days it is getting it is not fully recording my sleep.  It claims I slept 1 hr 41 min when I was in bed asleep for over 5 hours.  I’m not sure it is tracking very well anymore but this is very frustrating.  I have looked through the entire article you linked above and have tried everything I could and still nothing.  This is very discouraging and makes me think twice about buying another Fitbit in the future.

[RicardoFitbit]

Hello again @Katzcolena, my apologies for the delay in responding your post.  

I appreciate your effort and patience troubleshooting your Ionic, my apologies for the inconveniences you're currently experiencing with your sleep records. Can you please let me know if you made sure that your sleep recording settings are not in sensitive? This can cause the discrepancies you're current;y experiencing with the sleep information that was inaccurately recorded. Also, are you getting Sleep Stages or auto-sleep simplified graphs? Which mobile device you're currently using to sync your Fitbit? In the meantime I receive your answers, please restart your device to refresh its performance.

Keep me posted.  

[aztreelvr]

That's a really frustrating answer.. If I could screen shot it I would show you that my ionic hasn't track sleep for 2 weeks yet it did for the year before ..poor answer don't care for it

[RicardoFitbit]

Hello @aztreelvr welcome to the Community Forums, my apologies for the delay in responding your post.

I'm sorry to see that you found my previous reply frustrating, totally understand how you feel with the inconvenience you're experiencing with the sleep tracking feature and your Ionic device, my apologies for this. Since my intention is to resolve this situation as prompt as possible, please try the following steps:

1. Manually sync the tracker.
2. Restart your Fitbit device.
3. Please try sleeping with the tracker on your non-dominant hand. 

Keep me posted. 

[Katzcolena]

I’ve already done those steps multiple times and I already wear it on my non-dominant side.