Charge 3 not tracking sleep

[Jopw]

Bought my Fitbit Charge 3 on Saturday. Tracked my sleep first night, hasn’t since for last 3 nights. Have to keep putting it on charger and restarting. Few hours later it appears on watch and phone. Can’t keep doing this! Any ideas?

Moderator edit: format

[tangerinedogs]

I’ve returned mine   Replacement arrived today. If this doesn’t work, I’m giving up on Fitbit and swapping to Garmin

[Lymmeln]

Hello Fitbit Company!

Is there a life sign from Fitbit like "we are working on it  and it will soon come a fix"  or do we all have to send our Charge 3 back to you and start up our old working Fitbit2 bands?

[Nick100]

Will be interesting to know the outcome of your new one!

[tangerinedogs]

I’ll let you know 😀

[Chrisp1]

Good luck with your new one. Did you get the same model?

[tangerinedogs]

Yes, giving it one last go

[Chrisp1]

I don’t believe it!
Mine is going back today and I think I’ll get a refund and wait until they sort it out. It’s such a shame that Fitbit are just ignoring this problem except for telling people to reset all the time. Glad I got mine from QVC who are refunding with no problem, otherwise I would be even more unhappy! Funny I never had any problems with the cheap, entry level Fitbit.

[Lymmeln]

Made a long reset again got sleep data for 2 nights, guess it will go bananas again...

[SunsetRunner]

Just some thoughts for those of you who can't get their Charge 3 to sync to your phone. If like me your fitbit is a replacement for a previous device have you deleted the old device(s) from the app? My AltaHR stuggled to sync and when I got my Charge 3 it wouldn't sync at all. I still had my Alta and my AltaHR in the list and the app seemed to try to sync with them all in turn. They didn't exist so it just hung there trying to find the old models. Deleting them fixed it. Maybe obvious to some......

Also remember that the HR data is rather large so sync times are extended somewhat.

None of this of course resolves any of the issues with sleep tracking. It is still hopeless. And I've also just noticed that the app is saying my last 5 resting HR's were 62,61,58,58 and 59. The Dashboard is saying 62,61,59,59,60. What do you believe? Just another thing for the laissez-faire developers to ignore.

[Saucy70]

My Fitbit has never shown sleep tracked! It only shows on the app.

[Grenol]

I believe it’s a faulty product and as a lifelong Fitbit customer I’m disenchanted .... sad to say it. I wouldn’t recommend their products s any longer . 👎🏼

Sent from my iPhone

[Lymmeln]

So far i have Sleepdata for 3 nights after my second long reset, this must be a bug in the fitbit code or hardware flaw..... why do we have to make a long reset  to get it to record sleep.??

Can anyone from Fitbit  please explain what the Long reset really do?  I'm working with computersystems all days and is quite interested in what the Long reset do?

Come on Fifbit we know you are reading our posts here why not give us some feedback 🙂 

[SunsetRunner]

---

@Lymmeln wrote:

So far i have Sleepdata for 3 nights after my second long reset, this must be a bug in the fitbit code or hardware flaw..... why do we have to make a long reset  to get it to record sleep.??

Can anyone from Fitbit  please explain what the Long reset really do?  I'm working with computersystems all days and is quite interested in what the Long reset do?

Come on Fifbit we know you are reading our posts here why not give us some feedback 🙂 

---

I've said this before elsewhere. They seem only interested in chucking hardware out the door. The software implementation is appalling. It's like they have different teams doing the software for the device, the mobile apps, the dashboard and the underlying database and none of the teams seem to be talking to each other. With that culture in place expecting them to engage with the users is probably a step to far.

Johnathan Oakes VP Product is the guy responsible  https://www.fitbit.com/about  But he doesn't seem to care. Hopefully when Google Health discover how flaky the Fitbit products are they will do something about it

[SunsetRunner]

Hi

I’ve that today this mornung saying i’ve olnly slept 2 hrs .. monday night it didn’t track my sleep at all. Has anyone confirmed it’s the update? My fitbit charge had been working fine since now. I tried to clear my caches on fitbit but when i go in to iphone storage - slecet fibit it just as the options offload or delete. No option to clear caches. I had to edit my sleep log this time but something is defintely up. I changed my sleep from

normal to senstivity ...Deleted and reinstalled app and done a fitbit reset before last nights sleep and it still gone funny ..x  

[Anthe517]

Mine stopped working altogether disgusted. Haven’t called company yet

Sent from my iPad

[Chrisp1]

Fair enough, but you’ll find you have to do that a few times a week, which you shouldn’t have to do. I was going through all the different “tips” practically on a daily basis. I’ve given up now and sent mine back. I’ll buy another when Fitbit sort it out. I can’t believe Fitbit aren’t trying to sort this out or at least letting people know they are trying, they just don’t bother. At least give people some hope.

[SunsetRunner]

A series of screenshots to show the Fitbit team how the app is failing to determine the start of a sleep cycle and randomly choosing a start point in the middle.

1) Sleep as determined by Fitbit

2) Adjust sleep start time to 11:30, which was roughly when I went to bed. Note the screwed up display. My guess is that the data is transferred to the dashboard database, processed and the results presented back to the app. However there is an integration issue and the app doesn't delete the old image before displaying the new. (minor problem not what we are here for)

3) Screen also not updated yet.

4) Back to the nights sleep record, But you'll notice that there is no Awake to Light Sleep transition. Plus the plot from 2:01am onwards doesn't look much like the original.

5) Put it back to the start time Fitbit had previously determined to check nothing had been messed up

6) Set the start time to 11:15 and we now get an awake to sleep transition. Which really is about when Fitbit should have determind sleep start.

7) To make sure set the start time to 10:00pm and as expected Awake is initially more predominant than Asleep

😎 The previous screen (6) when I had set the start to 11:15 was nearly correct the actual start time appears to be 11:12pm (see next section)

9) Here are the more detailed graphs for before and after adjusting the start time. As I laid down to go to sleep last night I made a point of checking the time on my fitbit it was 11:29pm. It would appear that the Fitbit recognised this.

10) and more - I set the sleep start time to 8:00pm 3.5hrs before I actually went to sleep. It shows that when I was actually awake Fitbit determined that I was predominantly awake and when I was actually asleep it determined I was predominantly asleep. Why on earth it decided my sleep started at 2:01am is anybody’s guess. If that isn’t a clear bug in the software what is?

The conclusion I've come to is, and as I have been suggesting for months now, not enough weight is being given to the accelerometer data to determine sleep start. When a person lays down it should be clear on the X,Y,Z axis of the accelerometers that their orientation has changed. If it stays that way for a period, and the HR data supports it then there is a strong probability the person is asleep. The Alta sort of got it right and that only had accelerometers to determine sleep start. Fitbit seem to have thrown that baby out with the bath water.

Another thought is the 3hour rule is there an error around the rule that detailed  sleep tracking doesn't start until three hours of sleep have been detected? The code then uses that as the start time rather than including the previous 3hrs in the overall assessment of time?

How hard is it for the development team to investigate this and get it fixed?

[MarreFitbit]

Hello @Benk01! I'm glad to hear that your new Versa is working perfectly. 

Hey @Lymmeln, @Plap17, @Maddox69, @SunsetRunner, @tangerinedogs, @SunsetRunner, @GlendalePaul and @ashley.shehan! I really appreciate the steps you've taken in order to solve the issue with your Sleep Stages. If after testing your tracker for the next couple of nights it's still not tracking your sleep data, I'd recommend doing the following steps:

1. Manually sync the tracker. See instructions in How do Fitbit trackers sync their data?
2. Restart your tracker once again. See instructions in How do I restart my tracker?
3. Try sleeping with the tracker on your non-dominant hand. 
4. If steps 1-3 don't work, I suggest to manually log sleep to reflect the time slept. See instructions in How do I change my sleep history?

Welcome on board @benny2354! Is your Charge 3 not charging? If so, please see: Why isn't my battery charging?

Hello @Anthe517! If your screen is blank, I'd suggest performing a restart by following these steps. If the restart doesn't work, I'd recommend changing the clock face to a different one. Instructions can be found at: How do I change the clock face on my Fitbit device?. 

Hi @KimM5263! Please see: What should I know about sleep stages?

Hey @SunsetRunner! Sorry to hear you're having issues with your Charge 3. I'd recommend taking a look at the following articles:  What should I know about sleep stages?, How do I track my heart rate with my Fitbit device?, and How accurate are Fitbit devices?

Welcome on board @Saucy70! We’re aware of this inconvenience with "Sleep not Tracked" on Charge 3. We are working to identify a resolution as quickly as possible. We appreciate your patience and look forward to getting you back on track.

Keep me posted! 

[SunsetRunner]

Hi 

my fitbit is already on my non domaint hand. It seems to have tracked my sleep last night ..Will see if it tracks it ok tonight. With manual sync is that where I take all sync off ...My mobile text notifications have started to come through ..(I think). Will reset one more time if my fitbit is not working as it should ..

kind regards 

laura 

[tangerinedogs]

The moderators keep giving the same advice. It doesn’t work though. Ive tried all the things that have been suggested.