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

[Grenol]

After, trouble shooting, countless hours on the phone with customer service, I’ve come to the conclusion, the HR3 is a defective product, that won’t be fixed by software upgrades.... the HR2... is a superior product... if you can live with not having it be water proof ... I was told by customer service the HR2 and HR3 have different technology.... the HR2 is best if you can live without it being water proof 

[Lymmeln]

So they admitted FB3 is a nonfictional piece of device..!? Do we get our money back then if we return the device??

[HeidiAmy]

My Fitbit Charge 3 tracked my sleep for the first few nights then just stopped or was only saying that I got 2 hours sleep. Contacted Fitbit and they’re just making excuses, don’t think it’s fair seeing as it’s an expensive product, it should do what it’s supposed to do! 

[Lymmeln]

Totally agree and the silence from FB do not make it better..☹️

[BeigeSage]

Many thanks PowDeb, your solution worked for me after weeks of searching for solutions.

[Plap17]

Wait, I'm missing what? Who's PowDeb and what was her solution? I see none.

[BeigeSage]

In this thread on 29th January 2019, (Page 5 of 14 on my computer), PowDeb posted the following response which worked for me - at least my iPhone SE managed to pair and synch with my Charge 3 and shows my sleep for last night for the first time in 2 weeks and I've only had my Charge 3 for less than a month.  Still synching quite happily now, but I'll wait a few more days to see whether it really has worked.  And just to clarify, yes, it does say "Restart your Charge 3 once again, three times in a row" and that's exactly what I did, along with all the other instructions shown below.

The following is PowDeb's response:

PowDeB 01-29-2019 08:54

I hope this helps, I called FitBit for help and syncing seemed to be the issue.  Thought I would share FitBit customer care email below.  Debbie

As mentioned during our conversation, since you're experiencing issues related to your sleep data as your Charge 3 is experiencing syncing issues, please see our solutions below:

1. Go to your Fitbit App and turn off "All-Day Sync" 
2. Log out of your Fitbit App
3. Restart your Charge 3 once again, three times in a row 
4. Turn off the Bluetooth
5. Shut off your phone and turn it on after 1-2 minutes
6. Turn on the Bluetooth
7. Log back into your Fitbit App
8. Turn on "All-Day Sync"

Please note that syncing may take up to 30 minutes.

Just in case the syncing issue persists and your sleep data is not being shown as it should, please perform a long restart.

To restart Charge 3 using the 15-second method: 

1. Connect the device to the charging cable. 
2. While the device is plugged into the charging cable, press and hold the button down for 15 seconds. 
3. The device turns on and shows a battery icon. Two vibrations occur: first a short vibration, then a medium vibration. 
4. The device turns off.
5. The device turns on and shows a progress bar and short vibrations occur. The progress bar completes. Note: A total of 7 short vibrations occur. 
6. Remove the device from the charging cable. The device shuts down.
7. Important: Plug the device into the charging cable again. 

 In the meantime, please feel free to let me know if you happen to have any questions or if additional assistance is needed. We're here for you!

Sincerely,

Andres G. M. and the Fitbit Team

[SunsetRunner]

@BeigeSage 

It is useful advice and is an extended version  of the usual response from the support team. However, it is not the problem.

If your fitbit can't sync you wont get any records in your app, which requires the data to go back to base to be processed, particularly the sleep data as the phases are worked out in the database and sent back to the app. Things like heart rate and steps are real time and displayed on the device.

The primary problem that this thread is reporting is that the sleep record displayed in the app is inaccurate for some. Also the charge3 is also displaying "sleep not tracked" when it is tracking sleep, albeit inaccurately.

There is evidence to suggest that there has been an attempt to fix the sleep records. The dev team acknowledged the '3hour' fault existed and the app seems to be working a bit differently. However, no moderator has confirmed that the fix has been released. If it has it has still got problems.

This lack of information is typical and has tended to suggest that the support team are unable to ask the dev team direct questions and supply answers. Or even, bother to read the release notes and provide an answer. (Although allegedly published I have been unable to access the release notes, they may well just say "various bug fixes".)

None of that provides information about the "sleep not tracked" message on the charge3. Nobody in Fitbit has even acknowledged the problem exists.

[SunsetRunner]

It is useful advice and is an extended version  of the usual response from the support team. However, it is not the problem.

If your fitbit can't sync you won’t get any records in your app, which requires the data to go back to base to be processed, particularly the sleep data as the phases are worked out in the database and sent back to the app. Things like heart rate and steps are real time and displayed on the device.

The primary problem that this thread is reporting is that the sleep record displayed in the app is inaccurate for some and the charge3 is also displaying "sleep not tracked" when it is albeit inaccurately.

There is evidence to suggest that there has been an attempt to fix the sleep records. The dev team acknowledged the '3hour' fault existed and the app seems to be working a bit differently. However, no moderator has confirmed that the fix has been released. If it has its still got problems.

This lack of information tends to suggest that the support team are unable to ask the dev team direct questions and supply answers  (Although allegedly published I have been unable to access the release notes, they may well just say "various bug fixes".

None of that provides information about the "sleep not tracked" message on the charge3. Nobody in Fitbit has even acknowledged the problem exists.

[SueMug]

Still not recording g and it is on all day sync

[HeidiAmy]

The replies I’m getting just aren’t good enough. 

[Lymmeln]

Why not use the sw from the FB2, that worked flawless,

And about not good enough answers... there are no real answers yet there are only basic restart, resets, disjoin, rejoin, long reset, keep trying,  call for harry potter etc...

I managed to get 36 mins sleep from FB3 last night but i sure slept more that...

Got some improvement  today, 1hour sleep  LOL

 For the money and time i spent on all different tips & trix  this is ridiculous...and all silence from FB is kind of a proof of ignorance towards the customers.

//L

[Lymmeln]

Wow, today I got 8h & 10 min sleep according the little "fantastic" piece of plastic....

[Lymmeln]

Ok, back to normal, slept 1.50  hour according to FB3, but I know I slept about 7,5 h this must be a quite expensive random generator,  not very good..

[SueMug]

My husband's only tracks 2 hours of the night

[paulwilj]

I GOT A REFUND.

[Lymmeln]

 I slept 0 min this night ☹️   I feel soo relaxed today.... 

[Lymmeln]

Got a Update for the Fitbit application  and FB3 last evening took over 30 mins to install so I had some minor hope that the big update would give us a working sleep tracking or at least some tracking but no luck it only registered 41 mins, this is so erratic it can be..

[topmom5]

Response i received after 3 days of troubleshooting with FitBit, Level 1 & 2 - with no results. 
My FitBit is sitting in a drawer - it won't synch to anything -neither the PC or the phone. 

and my issue is the same as described on this forum, not something unique - just not able to be resolved using the 'reboot and resynch' mentality FitBit is fronting. 

Thank you for your reply, we appreciate your patience on this matter.

We know how important it is for you to fully utilize the features of your tracker and have it as a motivator in keeping an eye on your fitness goals. Indeed, we take these occurrences seriously. In fact we're constantly innovating our product to ensure we're delivering on what our customers need for their satisfaction.

Since this situation turned out to be uncommon, we need to research the root cause of the issue. This, as you may know, takes almost the same amount of time that it takes for us to release any new feature/update from the previous platforms that we have launched already since it means that our engineering team has to go through all of our data, software, and hardware to fix the issue.

Due to the complexity of this process, it may take longer than expected, and thus being the reason why we can't determine any specific date to provide our customer. Therefore, we advise our users to check back with us regularly to verify any updates. The reason why you are not getting the right time on your tracker is because this is not paired nor syncing.

We would appreciate your time and patience while our team is working diligently to come up with a resolution to resolve the issue you're experiencing.

[Lymmeln]

Great idea to have people all over the globe as beta testers, this should be stated on the box. Disclaimer this product is in test phase and might have bugs.

//L