Not getting Sleep score anymore

[Paul_P.]

OK, I have had Tracker HR, Charge 2, Charge 3(which was returned to fitbit), another Charge2 now. I have used it for nearly 2 years. The sleep score has totally stopped working, it started with a few days of not working , then went to more days between working, the last sleep score was in mid April. I get the old format sleep basic now all the time. Years ago when the sleep score was started when we had problems with it I could call support and like magic the in next few days it started functioning again. NOW there is no phone support to call. Yea I am due another upgrade, but after my experiences with the Charge3 I am not interested in wasting money on a new product! I have cleaned the back of the Charge2, restarted the device, tighten the band, loosened the band, but nothing has worked so far. The two green lights are still on. Anyone with any other Ideas??  Thanks!

Moderator edit: updated subject for clarity

[AlvaroFitbit]

@Paul_P. It's great to see that you've visited the Fitbit Community!

Let me help you with your missing sleep score. You need to get sleep stages to get sleep score and you may not get the first one for the following reasons:

• 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.

[Paul_P.]

Thanks! I did loosen another notch and made sure it was three fingers width
from wrist bone, but still only get basic sleep. I have used fitbits since
the sleep basic was the only sleep info I anyone got. I did another reset
Saturday, but that still didn't help. I guess the unit is just no longer
working. Thanks for the help!

[AlvaroFitbit]

@Paul_P. thank you for the update.

I would like you to try cleaning the heart rate sensor area with a Q tip and rubbing alcohol. After this try either wearing it again on your usual arm or try it on the other arm when sleeping. Finally you could restart your tracker by following these instructions.

Keep me posted.

[Paul_P.]

I cleaned sensor, did a restart, slept one night with unit on my dominant
arm fairly snug, last night I set it loosley three fingers from wrist bone.
Still only get basic sleep. My wife has a Alta, if I can get it on my wrist
I may try that. Maybe my extra heart beats are causing a problem, even
though I have had them for years and have always got the sleep scores,
until mid April this year.
Thanks!

[grabb]

The link you provided says to "restart your device" but it doesn't tell me how to do that. I have forgotten the restart procedure for the Charge 2. Can someone please advise? Thank you.

[Paul_P.]

Put your charge II in the charger that's connected to power. Once you see
it charging push the bar on the side of the Fitbit and hold until you feel
a vibration, the screen will show the firmware that's loaded on you device
then will go dark. Remove Fitbit and put back in service.

[Paul_P.]

I cleaned sensor, did a restart, slept one night with unit on my dominant arm fairly snug, last night I set it loosely three fingers from wrist bone. Still only get basic sleep. My wife has a Alta, if I can get it on my wrist I may try that. Maybe my extra heart beats are causing a problem, even though I have had them for years and have always got the sleep scores, until mid April this year.

Thanks!