Sleep tracking went bonkers after app update

[ngveemin]

Sleep tracker was working fine until an apparent app auto update on 2 Mar after which it stopped tracking sleep stages. Tried reinstalling app on 8 Mar and it become worse. Subscribed to Fitbit Premium thinking that it is now a paid feature just yesterday 14 Mar but no improvement. 

Throughout this period, I slept well, and the Fitbit strap still fitted the same comfortably as always.

Any advise on how to fix this?

I have a screenshot of my sleep stages during this period, but how do I attach it here?https://drive.google.com/file/d/1wR4G9zmgVWwYmRsmLAXVWptv0BecXYG7/view?usp=sharing 

[JuanFitbit]

@ngveemin ,Nice to see you here. Thank you for your message and description. 

I wasn't unable to see the file on the link. Could you please attach  the pic on your reply and provide a detailed description on how the sleep records are not working properly. 

See you around. 

[ngveemin]

Here's the screenshot. Attached using phone instead of computer.

 

 

[ngveemin]

That was today's screen shot, here's the one over the last 2 weeks. 

 

[JuanFitbit]

@ngveemin , Nice to see you back and thank you for your replies and pictures. 

The following conditions can prevent the recording of sleep stages:

- You record your sleep using the app instead of the tracker's automatic sleep detection.
- The tracker's battery is almost empty when you go to bed (below 25%). This prevents a regular recording of the heart rate.
- You use the metal bracelet while sleeping
- You sleep less than 3 hours.
- The bracelet is too loose or too tight on the wrist. You should be able to put your index finger between the bracelet and your arm without much resistance, so that your heart rate is recorded regularly and the sleep phases can be recognized.

If you tap the recording that doesn't show you any sleep stages, you should get a message explaining why you didn't get any. What does it say?

See you around. 

[ngveemin]

What you outlined is the same explanation that I get from the app itself. Was expecting a more technical reason, such as what happened with the app update or firmware. It can cause false health alarms when the usual sleep information no longer appears all of a sudden. Fortunately had an ECG done which ruled out possible heart problems. Thanks anyway.

[JuanFitbit]

@ngveemin , Thank you for your reply and feedback. When you tap on any record where the sleep stages are not registered, what error message do you receive?

See you around. 

[ngveemin]

Same standard error message.

See screenshot. 

 

[JuanFitbit]

@ngveemin , Thank you for your message and attached picture. 

After verifying it, the next step is to contact Support. Give them a call or chat with them . They'll be more than happy to have a closer look at this. 

Click here to get connected.