Luxe stopped tracking my sleep data

[Dysfun2]

Since updating its not recording sleep.  I have reset and done everything suggested.  Upsetting since sleep is the main reason I got this Luxe.  
Please fix it fitbit ppl…

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Dysfun2. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Luxe before posting here. I understand how you must be feeling. 

As a first approach, I'd recommend trying the following steps to make sure your heart rate is working as heart rate reading is key to get your sleep data accurately:

• Switch the Heart Rate settings from On to Off and manually sync your watch. To switch the heart rate settings on your watch, from the main screen of your watch, swipe left until you see "Settings", next swipe up until you see "Heart Rate" and switch it to Off.
• Once it's done, manually sync your Luxe. To do so, open the Fitbit app, tap on the Account icon, tap on your Luxe's image and tap on "Sync Now" 
• Next, switch it from Off to On and manually sync your watch once again. 
• Once it's done, restart your watch once again. 
• Next, confirm that your tracker is snug on your wrist (the lights shouldn't be visible) We also recommend when you're not exercising, wear the tracker just above the wrist bone.

Also, for more detailed information, see What factors can affect my heart-rate reading on my Fitbit device? 

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see What's sleep score in the Fitbit app?

With that in mind, I recommend considering the following in order to get 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 with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

For more information, see What should I know about Fitbit sleep stages?

Hope this helps. 

[JM907]

I've had the same problem. I haven't had a sleep score in 17 days. I've text chatted twice with Fitbit, doing a factory reset the first time and a restart again a week later. Previous to contacting them I had tried changing my sleep sensitivity, tightened my band, switched wrists, wiped the back all without success. Nothing has worked so I'm going to buy a Garmin  today. I've been loyal to Fitbit for more than 10 years, but after owning five different devices (between my husband and I), I am done.

[Dysfun2]

I thought I had it fixed, then it did not read again last night.  🤷‍:female_sign:

[Mom4two805]

I’ve done everything I know of to fix the issue also. So frustrating!!! I’ve never had issues until the last update.

[JM907]

I've given up and bought a Garmin. It tracked my sleep the very first
night! Very happy about having that information. I'm wearing both for the
next few days only because I'm trying determine accurate step and calorie
counts.

[aZacadabra]

Me too! And the heart rate is not working either. 

[aZacadabra]

When I swipe left on my Fitbit I don’t see settings 

[JM907]

I don't appear to have Bluetooth settings on my Luxe. I have, however,
turned off an on my Bluetooth on my phone and repaired my Luxe. Still no
luck.

[Dysfun2]

All worked before the update.  
Now nothing fixes it.  
The fitbit app is the problem.

Fix it.  

[Eskwyr]

I have worn Fitbits for years. It is specifically not tracking sleep while other data like heart rate work fine.  I know how the sleep tracker works, I know how to wear the unit (just like the three models before this one), and have taken the troubleshooting steps recommended in these and other Fitbit fora with resetting the heart monitor, uninstalling/reinstalling, etc. This is literally the only feature I care about aside from the watch. Other trackers on the Luxe are working fine. But the Sleep tile intermittently disappeared entirely from the app, which I had to keep re-adding. I figured maybe it was an app issue and the Luxe was still holding the data. It's not. Of the past 72 hours I've owned and worn the unit, it has tracked only the 75 minutes before I woke up this morning. The unit is being worn correctly like the three units before. Nothing is different except the Luxe. I now see an alert that Fitbit is aware of an undescribed problem. What's going on? Is this temporary or does the Luxe not work as advertised?

[SunsetRunner]

Same. Hasn't tracked my sleep for 2 days now. 

[Jfrede02]

When will this be fixed? I need this data and it’s the reason I have this device. 

[MaliG27]

I tried all of these steps, but it is still not working.

[Hoppingmad]

I've tried all these things and nothing is working. For two days now only the second half of my sleep is recorded. It couldn't have happened at a worst time! I'm going off medication and trying to track my sleep. 🙄😫

[Mom4two805]

I spent 20+ minutes on the phone with Fitbit, and ended up wiping out all previous history on my device and it’s moderately better. Maybe try that.


Sent from Yahoo Mail for iPhone

[Dysfun2]

My Luxe worked fine before this last update to the fitbit app.   
its a app problem and fitbit is going to have to fix it.

[peggy.m518]

Fitbit is supposed to be a tracker - as far as I can tell the only thing close to reliable tracking are my steps. Even the time of each activity is off usually by 3 minutes! Everything - heart rate, minutes, sleep is wrong and your solution is to always move the device further up on the wrist - we should not have to constantly move the location - why doesn't fitbit put a sensor that indicates that it is in a trackable location. Furthermore, when will Fitbit acknowledge that keeping track of the heartrate zones is totally unreliable - whoever came up with that idea must have had there head so far into the clouds that he/she can't relate to reality - the only universal standard of measurement is still 60 seconds in a minute and 60 minutes in an hour. It doesn't make any difference where the device is on your wrist or how old you are!

[lmarik]

Looks like we all have the same issue.  My fitbit was happily tracking my sleep since I bought it, until two nights ago.  Sunday night, it tracked 47 minutes between 6:12am and 7:35am (which is roughly when I woke up).  Last night it tracked 80 minutes, ending when I got up this morning.  My heart rate is still being correctly tracked, but my sleep is not.  No readiness-score, no health metrics (because both rely on some aspect of sleep tracking, I guess).

Any 'solution' that involves fixing the heart-rate-monitoring seems misplaced.

If it's a software issue (as seems likely to be the case), please admit to the problem and let us know that you're working on it.

[lmarik]

Swipe down from the clock screen, not left.