Charge 3 stopped tracking sleep

[Yazgan]

After working flawlessly for 1 year, for the last two weeks my charge 3 has issues tracking sleeps despite I've changed nothing in my routine. 

I tried removing the app adding it again, BT on off, restarting the device several times. I use iPhone XS and never had sync issues. There is no sync problem. It syncs perfectly and all data is coming through except for the sleep score. It acts as if I didn't sleep at all. I went through all other topics and the best answers simply do not resolve my issue and I won't accept manually tracking my sleep as it's unacceptable. What's wrong with it? how do we resolve it?

[Cjmcc9999]

I had the same issue and literally just resolved it by doing a factory reset.  I exhausted all other troubleshooting steps first, even call Fitbit customer support and went throught the issue with them.  I finally had to unpair & erase my user data from my Charge 3, uninstalled Fitbit app, rebooted my phone, reinstalled the app and, finally, successfully re-paired devices and appear to be syncing but tomorrow will be the test to see if sleep data syncs, too.

[Cjmcc9999 · Accepted solution]

Factory reset worked to fix the problem! After deleting my user data and starting a fresh install of app and device afterward my Charge 3 successfully paired and is syncing and tracking sleep data and everything else, too.

[Yazgan]

Mine had no issues with syncing at all, it syncs, reads 7/24 hearth rate accurately, but no sleep. It's ridiculous. Tried factory resetting today, let's see if it would help or not.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Yazgan @Cjmcc9999.

@Yazgan Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling about this situation. Besides the suggestion shared by @Cjmcc9999, I recommend following the complete troubleshooting steps in our help article: Why don't I see sleep stages today? For more information about the sleep score, please see this help article: What's sleep score in the Fitbit app?

@Cjmcc9999 Thank you for joining the thread and sharing that you experienced the same issue. I appreciate your troubleshooting efforts and I am glad to hear the issue is resolved now. Thank you for sharing your solution as it may help other members in the same situation.

Hope this helps!

[Yazgan]

Hi Liliya, 

I had a look at the link you provided. The article states possible reasons for not tracking sleep, but none of them applies to me. Also, there are no troubleshooting steps in that article, fyi.

It's now 2 nights after I performed a "reset" (pressing and holding sides while connected with cable - not reboot) and "clear user data" from my charge 3 and sleep logs coming in for two days. It seems the suggestion of @Cjmcc9999.worked. This is something I did for the first time after 1 year of usage.

I'll watch and write here if I encounter the error again.

[LiliyaFitbit]

Thank you for the update, @Yazgan.

I am glad to hear the issue is resolved now after following the suggestion provided by @Cjmcc9999. Thank you for your time and efforts. I hope you continue enjoying the Fitbit experience and working on your goals. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Keep on visiting the forums!

[SusKoz]

Hi Cjmcc9999, 

I have a similar issue, but not sure if it's the same. Before I try your solution, I hope it's ok I ask you a question. Did your Charge 3 have any issues with the lights on the back (the green or red LED lights that read through your skin)? Mine is completely black - no lights. It started with a super bright red light coming on permanently, to eventually die completely (just the LED light on the back, the front is still working) . I'd read about the 'red light of doom' on some forum (meaning it'll stop working completely), but before I accept that I'm looking for ways to try to revive it. After all, I've only had it for a year and a few months. Did your LED light go black before you restarted it?