Inspire HR Sleep tracking not working

[JRW]

Friday the Alta stopped giving detailed sleep information, and then the following day OK and then it stopped working again and continued not working.  Called support, but all the trouble shooting techniques did not solve the problem.   Since the Alta was out of warranty all they told me was Sorry.

Since the Alta was a year old, we bought a new Inspire HR figuring a new watch would solve the problem, but first night same problem occurred. Called support worked us through some trouble shooting and now we wait until the next morning to see if begins to work. The problem the Fitbit app tells us is that it can't get a consistence heart reading.

It is now the next morning and same problem.  Message is can't get consistence heart rate? What does that mean? According to the heart app on the watch she consistently gets readings even through the PM.  Based upon the past history above the solution does not compute.  The Alta was doing fine for over a year and all of a sudden the detailed heart information stops working?  When you buy a new watch you expect everything to be working.

I have read in the community posts and it appears that we are not the only ones experiencing this problem.  I believe there is something else going on that the Fitbit engineers need to be working to resolve.  The message could indicate one problem, but there are many who are having difficulty giving me the thought that there is a problem that has not been identified, perhaps coding problem.

[YojanaFitbit]

Nice to see you here @JRW thanks for reporting the issues that you've had with your new Inspire HR. 

Thanks for contacting our support team and for taking the time to troubleshoot this. What are the steps that you've tried with our team. When they mention that you need to have consistence heart reading, they mean that you have need to see the HR information on your Fitbit all day. You can check your HR data throughout the day in the Fitbit app. You can also try to change the sleep sensitivity settings on the Fitbit.com Dashboard, from "normal" to "sensitive".

If you already have a case open with our support team, I'd suggest to keep communication open with them. Since they have special tools to keep troubleshooting this. We appreciate your feedback. 

Please let me know if you have any other question. 

[JRW]

She has heart rate all day. Even the graft that the heart title indicate that her heart is working fine and the watch seems to be reading the heart rate.  My wife told me last night that she check her heart rate on her watch when she would get up to go to the bathroom and as far as she could tell her watch was still reporting a beat.

The sleep sensitivity has been tried and does not correct the problem.

I was to get a call from the tech tonight, because last night he called at 10PM when I was in bed.  We determined he was two hours earlier that I was and he was calling at 6PM, which means 10PM my time.  So instead of working the problem last night he was to call tonight.  However, he has not called me back yet.

I am counting on Fitbit engineers to fix the problem. 

I wonder if there was an update to the firmware and that is when the problem began?

Others

[YojanaFitbit]

Hey @JRW thanks for getting back with this information. My apologies for the delay.

I really appreciate the time you've taken to help your wife with this situation. Thanks for confirming that  you've done the suggested steps. In this case, I'd suggest to keep communication open with our team and wait for them contact you back, since they have already all the details of the case and special tools to help you out with this.

Let me know if you need anything else. I'll be around.

[rsaugust]

There is another thread in this forum about problems with Inspire sleep tracking. Over 150 folks including myself have listed details about the sleep tracker functionality (actually dysfunctionality).  Customer service has been useless, giving the same suggestions over and over again that users have already tried and did not solve problem.

so frustrating!

[JRW]

I will call today, except for one day she has not received any details.

I looked at history heart rate & it is consistent at (65 avg). She looked at her watch & the heart is blinking.

As I have said before my wifes Alta gave sleep details every day until just before  mom's  day it stopped reporting sleep stats. We decided that replacing the watch we thought would solve the problem. However, it didn't.

I have read others who are having the same problems, since the Inspire has just been released I wonder what the percentage of the watches are that have the same problem compared to the number of watches sold? It might be a firmware problem. Or maybe my wife got a lemon.

Why does my reply say I is an accepted solution?

[JRW]

This is NOT solved!!!! Why does it say it is solved?

[BBurgDave]

@JRW And you solved it yourself!  Good work! 🙂

[rsaugust]

NOT SOLVED

[JRW]

Where did you get the idea I solved this problem?  I have never solved the problem or have I accepted anything as a accepted solution?

This sleep problem remains.  In fact apparently every Fitbit watch that has the sleep app has problems, I checked it out. 

The techs however seem to blaming it on the users, and maybe sometimes it is, but there are way too many users with the same problem to blame all users. Could it be the firmware?

I called support and never got through 1 hour 44 minutes so I hung up wondering if there is a better time to call.

Earlier in the week a tech said he would call me back the next evening, but he never did.  Meanwhile the watch is still not preforming as it should. The longer it takes to solve the problem the more likely Fitbit will loose business.

We do need help to solve the problem.

My wife uses the Inspire HR and I use the Versa.  The Versa for me has worked well except for the swim app; it has some issues.  It has been since last summer when I used the watch to count my lengths; I wonder if the FitBit engineers have addressed any of those problems.

[vyvicas]

they will just tell you to reset your device and they have never heard of this problem before. Maybe contact them over chat and get a replacement sent I guess. 

[Edrlee]

I just bought Inspire HR and had the same issue. My Inpire HR wouldn’t provide a detail sleep analysis like Ionic which I had before. I tried wearing it tight and resetting to no avail. I got it to work by wearing Inspire HR inside of my wrist so that its sensor is on the same side as my palm. I think Inspire HR’s sensor doesn’t work as bigger Ionic/Versa devices from the back of the wrist where a heartbeat signal is weaker.