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Device not tracking active minutes nor sleep

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‎02-26-2020 12:33 - last edited on ‎09-08-2020 10:23 by Fitbit Moderator

‎02-26-2020 12:33 - last edited on ‎09-08-2020 10:23 by Fitbit Moderator

We have checked for the latest fitbit charge 2 update.  We have reset the fitbit charge 2 - 3 x, disconnected from the Fitbit app, disconnected Bluetooth, turned phone off and reconnected all.  The band has been tightened.  Still not able to track sleep OR track active minutes appropriately (getting anywhere from 300-800 min with no activity).  What should we do next?

 

Moderator edit: Subject for clarity 

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‎02-28-2020 17:20 - last edited on ‎07-31-2025 10:24 by Fitbit Moderator

‎02-28-2020 17:20 - last edited on ‎07-31-2025 10:24 by Fitbit Moderator

Hi @Paczki, welcome to the Community Forums! Sorry for the delayed reply.

Thanks for bringing this to my attention and for trying some troubleshooting steps prior to posting. In regards the activate minutes issue, can you please let me know when was the first time you experienced this and how many times since then? Is your device not recording active minutes at all or just when you track an specific exercise? 

Regarding the sleep tracking issue, can you please specify if your device is not tracking Sleep Stages or sleep information? How many times you experienced this issue? Which mobile device are you using to check the Fitbit app? 

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

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‎02-28-2020 19:37

In response to RicardoFitbit

‎02-28-2020 19:37

As for the active minutes, my husband's fitbit charge 2 registers between
100 -600 minutes of active minutes per day. He is not active. 2 days ago,
when he sneezed, it registered 3 active minutes.
We stsrted a new program with his company, and noticed it then (end of
January). He hadn't noticed it befire.

As for the sleep tracking, it doesn't typically give him detailed
information. He has not won it regularly because of this. This week,
however, he has worn the device nightly, but has only gotten detailed
information on 2 nights - Sun and Thursday.
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