Charge 2 not recording sleep stages

[archbubby]

I have been trying to fix this issues for days implementing all the solutions shared in this forum, from reseting the fitbit, to position, sensitivity etc. Nothing works. The system is up to date, I wear the fitbit in the right position and tightness and it still doesn't track my sleep correct.

The screenshot attached shows how it was tracking my sleep pattern correctly on 03 & 04/06 (bottom 2 bars), and since the Wednesday it all went pear shaped despite all the attempts at correcting suggested in the forum. 

The sleep pattern on the Saturday (third bar down), which tracked it correctly, is when I switched to an Alta HR to check is this would work with another device. And it did. Both fitbits had the same settings.

So the problem is with the Charge 2. Can fitbit customer service help, offering new possible solutions?

Thanks.

[RicardoFitbit]

Hello @archbubby thanks for bringing this to my attention, I'm happy to help you with the sleep stages concern you're currently experiencing. It's nice to see you again participating in our Community Forums.

First, I'd like to appreciate your effort and patience troubleshooting your device prior posting, also, thank you for the screenshot that was attached on your post, this image was really helpful to better understanding your situation. To better assist you, can you please let me know if you received any message about why you didn't receive Sleep Stages? To do so, please tap on the actual sleep log from the days Sleep Stages were not received and at the bottom you should have a message. If this is the case, please let me know which message you received so we can move forward.

Looking forward to your reply. Let me know if you have any additional questions. 

[archbubby]

Hey Ricardo, thanks for looking into this. The only message I get about why
I got simplified Sleep Details is 'We couldn't generate sleep stages for
this sleep. Please try again tomorrow'.

I have tried everything that is suggested including setting up the fitbit
as a new device, changing to sensitive mode... It's firmly in position, on
the dominant hand, fully charged etc. And I still have that same problem.

Any other idea how to resolve it, please let me know! Thank you.

[RicardoFitbit]

You're welcome @archbubby, thanks for your reply too.

Can you please let me know if this specific error message was received in every auto-sleep log which you received instead of our Sleep Stages detailed graph? This is not a common error message, therefore, I'd like to look further into this prior providing you with helpful information.

Keep me posted, I'll be here waiting for your reply.