Luxe won't show my sleep data on the device itself

[babayagachicken]

I go to sleep and the tracker is picking up my sleep no problem. when I wake up in the morning and sync the app it shows my sleep data in the app. but the tracker itself does not show my sleep data or score.

 

 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @babayagachicken. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Luxe is not showing your sleep data and it's only reflecting it on the Fitbit app. I appreciate you took the time to attach those images. 

I've seen you contacted our Support Team after posting here and they've already assisted you. Nevertheless, please note that your case was forwarded to our higher tier of support for further checking. Someone will be in contact with you soon as they have the resolution for your Luxe. Stay tuned to your inbox!

We look forward to getting you back on track soon. 

[babayagachicken]

well I've followed all the instructions given by support (reset the device, resync the tracker manually, make sure its charged properly and go to sleep again) and the sleep score is still not showing on the device. is my device defective then? 

or is this a known issue with this model of Fitbit? I'm seeing the same issue across multiple posts on the community with the same answers, none of which seem to solve the problem. 

[sherimike2]

Mine is doing the exact same thing! 

[babayagachicken]

it's been days now of the same thing! I tried all the steps suggested by support (hard and soft reset the device, delete user data, resyncing manually, turning heart rate monitor off and on again, resyncing manually some more, uninstalling and reinstalling the Fitbit app) and nothing has helped.

I was told to reset it and make sure it's charged and wear it to bed again and the same thing happens. 

[Colleens14]

My luxe is doing the same thing as well. Haven't contacted support yet but it is getting frustrating. Any news yet on the cause or a fix?

[babayagachicken]

so far the fixes I've been offered have included resetting it multiple times and resyncing it manually. none of which has fixed the issue. I'm so annoyed I'm to the point of returning it.

how long have you guys had your devices for? and how long has the issue been going on? 

[Allie47njd]

I've  had my Luxe over 1 year now and just like everyone else, this issue started w/ the latest update. I have looked in other threads and have seen similar "solutions" offered but so far, no confirmation that they actually work. I keep checking weekly to see if there is anything new on here that actually shows a solution other than waiting for a new update which is likely months away.

[babayagachicken]

that is really discouraging to hear! I wish there was more communication or an explanation as to why. the last time I spoke with someone from chat support they said they had to escalate it further to an expert. I still haven't heard anything back from anyone about that. 

[sherimike2]

I’ve also had mine for over a year & the issues with the sleep score just started in the last few weeks. This is one of my favorite features of my Fitbit so if it’s not going to work then I need to find a different product I guess. 

[sherimike2]

Mine doesn’t show a score at all. It shows the hours slept but no breakdown & score. I’ve reset & done everything I was told to do. It works for a day or two and then back to not working.

[karouellet]

Je vis aussi la même situation malgré toutes mes tentatives de réinitialisation. Bien hâte de savoir ce qui en découlera. Merci pour le suivi. 

[lisahw]

I too have had my luxe for a year plus and have recently started having the same problems. What I’m discovering is that the data does show up …, eventually!!  So I’m guessing that this stuff is probably due to the recent upgrade. I had a similar experience wth a different FitBit product several years ago.

[lisahw]

I had a similar experience with a different FitBit product several years ago and it was due to the upgrade. Once enough complaints are received, FitBit will fix the problem.  Right now, I find if I manually enter my sleep, eventually the data does get downloaded (synced). 

[babayagachicken]

I did try to manually enter my sleep and the issue persisted. hopefully they will see these threads (there are multiple if you search) and there will be a solution soon. the main reason I bought a tracker like this was to track my sleep. 

[lisahw]

After manually entering sleep, did you go back hours late, or the next day,
to see if the info had synced correctly? Mine is eventually syncing.

[babayagachicken]

so here is what's happening now; when I wake up and sync manually, the sleep score will show up for a couple of hours on the device. but for whatever reason after a couple of hours it disappears again! no idea what could be causing this as well.

[lisahw]

The score itself doesn’t always come back, but it’s really not the important sleep indicator (for me anyway). I can see the quality of sleep by looking at the graph and seeing the hours of deep sleep, light sleep, REM and wakefulness.  Just give it some time and FitBit will fix the glitch. 

[Meredb]

Same thing happens to me. Sleep score will only show up for a couple hours then disappear to those lines "--". My days for menstrual health never updates either. It's perpetually on "1 until". Never changes. Even though when I go on the app itself, it shows me the correct days. I've had my 1+ years and I had never had an issue before this. The issues started happening as soon as my app was updated around November/December. A second update popped up on my phone on January I thought would fix everything and it hasn't. It's beyond frustrating! I'm having to keep going into the app to see my score or days left. Makes the watch pointless if you need to constantly use the app. I've also done all the steps they provide to reset, unsync, etc. and nothing fixes it. I hope they make an update on the app that actually fixes the issue.

[SusanJAG]

Mine too.  Grrr