Sleep data, syncing and steps issues

[SaraWD]

I have Fitbit premium. Since the update my Luxe struggles with syncing. When I do restart or reboot, it has finally updated sleep but only 1 night in 10 shows detailed measurements. Nothing has changed about my sleep. I wear the Luxe in exactly the same way for the past year. It is registering my heart rate while I’m awake. I just can’t rely on the device to a) sync at all without manually rebooting or b) show the details for sleep c)There have also been days where it was charged and I was moving and the device showed my steps, and it simply hasn’t synced and I have blank days in my history.

I bought a new Luxe last year because I liked the Fitbit app having used it for several years, but I don't think I will be carrying on with it, it’s just too unreliable and I’m spending too long just getting it to sync, only to get incomplete data. 

[Heather-S]

@SaraWD I'm sorry to hear about your issues, I haven't experienced that at all with my Luxe. Have you tried doing a total factory reset of your Luxe to see if that clears these issues for you? 

1. Swipe down from the clock screen to find the Settings app .
2. Open the Settings app > Device Info > Clear User Data.
3. Swipe up, then press Hold 3 Sec for 3 seconds and release.
4. When you see the Fitbit logo and Luxe vibrates, your data is erased.

[Gr4ndp4]

Hi, @SaraWD, it's a pity you are having a problem with sleep tracking & syncing. You might find these articles of interest - 

How do I track my sleep with my Fitbit device? - Fitbit Help Center may well be familiar, it offers the opportunity to review what you see. You need to be completely at rest for about an hour before it starts tracking "Sleep". If you've become a restless sleeper it might compromise tracking.

Why won't my Fitbit device sync? - Fitbit Help Center provides advice & guidance including extended links.

I've found that over the last weekend, syncing seems slow, I've only seen things like my Readiness score & all my health metrics after I get home from my pre-breakfast swim, and "sleep score" appears as expected. There are no indications of any servers being down on "Downdetector". 

When I get up in the morning I always manually sync the "Today" screen in the Fitbit app by sliding my finger down & releasing it (twice). If I find syncing is not occurring I'll clear the cache in the Fitbit app & restart my phone but I do not need to do this regularly.

I hope this helps.

Cheers

[countryChild]

Unfortunately, I'm having the same issues with Luxe syncing.

[Gr4ndp4]

Hi, @countryChild, welcome to the community. Have you followed the steps suggested in my earlier post and by @Heather-S?

Let us know, and if possible provide more information, are your phone, Fitbit app & Luxe updated the the latest SW versions?

Cheers

[SaraWD]

Unfortunately I’ve done a complete factory reset, and nothing improved. In fact since then it has only tracked 1 out of 4 nights at all. At least before it gave me simplified sleep tracking.
My luxe and app are all up to date, I find it frustrating that invariably the luxe takes me doing a reset just to do a straightforward sync in the first place, then I also find no data when it finally does.

[Gr4ndp4]

Hi, @SaraWD, thanks for the update, as indicated in my earlier post links allowing the Luxe to start the sleep tracking by itself produce the best results. Do you have any tattoos or scars on your wrist where you wear your Luxe? If so you may not be getting reliable HR readings required for sleep calculations. I assume that HR is turned on in your Luxe settings.

Keep us posted.

Cheers

[SaraWD]

I have no tattoos or scars, I’ve been using Fitbits since 2017 with no issues, until the recent app update. I think I need to speak to Fitbit directly rather than the forum to be fair. 

[Gr4ndp4]

Hi, @SaraWD, "Customer support", is a dynamic link & should display your local contact connections. Use the chat or Phone for a prompt response...It's a good idea to get all your ducks in a row so you can brief the agent clearly. 

Cheers