Charge 4 showing basic sleep info

[grantmac]

Swapped/upgraded to Charge 4 seem to have gone back. Only get basic sleep info, no REM, DEEP etc no sleep score, no estimated oxygen. Tech support very poor, think going to have to return and go back to charge 2 or buy and apple.

Moderator edit: subject for clarity

[jeepflyer]

Same issue, I am just getting the basic sleep score no matter how tight I make the wrist band.

[Rich_Laue]

So let's open the Fitbit app. Tap on your sleep tile. Tap on a sleep in question. Now read the notice found below the sleep graph. It will start off with, "The reason your seeing simple sleep is....." 

[grantmac]

Yes but if I swap back to my Fitbit 2 it works. same arm, same person. So problem must be with the scanning of the new Fitbit 4. Very poor product 

[jeepflyer]

The information under "why you only received basic sleep" is very general, never the less the things I could ensure based on this general information I have done, like wearing it up further on my wrist and tighter and not using "begin sleep now" which I have never used. Also battery is not critically low and I slept for longer than 3 hours in all cases. The only thing I really can't control on this is my sleep position that theoretically could  "prevent my device from getting a consistent heart reading". As an experiment my wife wore it last night and it worked as advertised for her so knowing that I suppose it just doesn't work for me. So unless I learn some new magic way to make it work correctly I will need to return since tracking my sleep is the main reason I use it.

[grantmac]

Thx jeepflyer - mine is the same. i swapped back to the fitbit charge 2 last night and i worked perfectly. The fitbit charge 4 has a constant heart rate recording in the morning, so something is wrong with the data interpretation i guess. tech support keep telling me to wait for the new patch and it'll work but been waiting now 3 days. going back fit bit charge 2 or maybe to apple watch

[Jolien123]

I got the same issue. 

+ I can't reboot my device. I plug in the Fitbit, press 8 seconds but no smiley appears. 

Frustrated ... I emailed the support team but i think I'm going to send it back.. I only have it for 3 days and for work outs it's great but... has to work proper.. 

[Rich_Laue]

I wasn't asking you to look at the general do, but the specific note about the specific sleep in question. 

For example: 

 

[Jolien123]

Yes, indeed see that pop up. But I’ve switched arms, changed ‘normal’ to sensitive, put brace tighter and more lose and there is still no difference....

[jeepflyer]

Under that note it says "We couldn't generate sleep stages for this sleep. Please try again tomorrow."

[AlejandraFitbit]

Hey guys, I hope you are doing fine.

I am sorry for the delay in response and appreciate all the information about this sleep issue. As you might know, your trackers need to register sleep stages in order to provide the rest of the sleep information.

There are a few scenarios where you might see your sleep pattern (which shows your time asleep, restless, and awake) instead of sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Let me know how it goes. 🙂

[Danny643]

Hello AlejandraFitbit,

I just received my new Charge 4 on December 8th, 2020 and it has only provided Basic Sleep Details.  I've read several threads on this issue and it looks to be a known product issue with the Charge 4.

Has Fitbit confirmed this is a known issue, and is there going to be a fix in SW/FW?

If not, please advise ASAP as I would prefer to exchange for a different device that works as intended.

Sincerely,

Dan

[Mir1970]

Hi Alejandra. I have the same issue as everyone else.  Tried resetting my fitbit,  wearing it looser and tighter. I even replaced my charge 4 under warranty to see if it was just the unit.  Still getting basic sleep data. It's very frustrating. 

When I changed back to my charge 3 i got detailed sleep data then changed back to the 4 and only basic as others have reported. 

Is there a firmware update coming to fix this problem? 

[Danny643]

@Mir1970 I did an experiment after not receiving a detailed sleep score for the first few days, for  2 weeks I would flip the watch around at bedtime so the sensor is on the inside of my wrist, snug but not uncomfortably tight.  It consistently provided detailed sleep data when worn this way.  I have not flipped it around for a week now, and have still been receiving detailed sleep data until today.

To me there seems to be a hardware design flaw where the device is on the threshold of being capable of gathering the required data for detailed sleep data when worn as intended.  When worn inside, it can gather that data without issue.

My guess is SW/FW won't fix this bug, but anything is possible with the right attitude!

[Mir1970]

Thanks Danny!  I'll give that a try. 

[troyboy78]

I was excited to see sleep patterns.  Worked for about 4-5 days and then just the basic info for the next 4-5 days.  Not sleeping any differently. Positions are the same.  Then I would get one with a sleep score.  The last 6 nights again just the basic info.   I've also switched arms, even turned and placed face down on my wrist.  Nothing.  I keep device charged so that is not an issue and I usually get about 7hrs sleep.  ANY help would be appreciated.  I read all the generic statements about consistent heart rates, 3 hr min, move 3 fingers from wrist bone,  etc.

I tried that too. Used to wear a watch in that location face up. Pretty callused and wasn't getting sleep score for last few days.. I switched it around like you did but didn't help. Trying again tonight

And hoping we don't have to wait until next MAY for your response.

Moderator edit: updated subject for clarity

[Danny643]

troyboy, I've read the same as you, and I agree it's inconsistent for many.  This is why I think it's a hardware design failure that isn't compatible with all 'wrist' types or something along those lines.

Their responses are useless cut and paste troubleshooting responses, I think that based on the number of complaints without a cure, this must be a known bug in the design of this device (goodluck getting them to acknowledge that).

I'm also questioning the heart rate accuracy during intense workouts too, but that's unrelated to this.

[Mir1970]

Danny and Troyboy.  I tried flipping face inside but it felt so uncomfortable I flipped it back to the traditional face up way. I'd rather deal with useless basic sleep data than edit how I wear the tracker to conform to their design flaw. 

That aside this is supposed to be the "most advanced" model and promoted the best sleep analysis yet.  Fake advertising at a minimum 😞

[Danny643]

The Charge 6 is what you're looking for, available 2023.

In the meantime, lift heavy, sleep tight.

[Ladybridge]

Hi Dan. I got my device in March 2021 and have had the same issues, been on to tech help 7 or 8 times - very time consuming.  It hasn't worked for weeks. Very disappointed with product,  Fitbit charge 2 worked fine but bought this as screen had cracked. Would advise others thinking of buying it not to.