Inspire HR no longer tracking sleep

[Milky_Kou]

So this started about...idk around summer june july? My fit bit has stopped tracking my sleep all together. It just constantly says no data. Now every now and then like weeks between itll track for like 3 hours then it doesnt for weeks. I have gone through 2 firmware updates and updated the app, restarted the device several times wear it all the time and it wont track whenver i sleep.

It will track my steps *seems to be innacurate now not sure why* and my heart rate just fine, but sleep is an important thing i need tracked. Advice would be very helpful to fix this. I only got this in march so it shouldnt be going bad already.

Fitbit inspire HR is what i have. 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Hi @Milky_Kou, it's nice to see you again in our Community Forums. 

I appreciate your participation in the Forums and sharing that your Inspire HR stopped tracking your sleep. Thanks for trying to resolve this and providing the additional details. I understand that tracking sleep is important to you and I am here to help. I recommend making sure your tracker is syncing in order for you to see all your tracked information including sleep by doing the following: In the Fitbit app, tap the Today tab > your profile picture > your device image. You will see the date and time your tracker synced last time. If you're having difficulties with syncing your Inspire HR, please follow the troubleshooting instructions at Why won't my Fitbit device sync?

If your device is syncing and you still don't see your sleep records, I recommend doing the following:

1. Please confirm that your sleep setting is normal and not sensitive: What is the difference between the normal and sensitive sleep setting in the Fitbit app?

2. Confirm the steps to restart your device: How do I restart my Fitbit device?
3. Try sleeping with the device on your non-dominant hand if you haven't been doing it already..
4. Confirm that the tracker is snug on your wrist. 

It is possible to edit sleep log to reflect the time slept. See instructions in this help article: How do I edit or delete sleep logs in the Fitbit app? You can find more information about tracking sleep here. 

Regarding your concern about your device tracking your steps accurately, please follow the instructions at What can I do if my step count seems inaccurate?

Let me know how it goes.

[Milky_Kou]

Well it now wont even sync to the phone. Deleted app and upaired cant even pair it back now. Dont have a second device to try pairing to. 

[LiliyaFitbit]

Thank you for your reply, @Milky_Kou.

I am sorry to hear you continue experiencing difficulties with your device. I appreciate your efforts and the additional details. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

Let me know if you have any questions.

[Milky_Kou]

Sorry for the late response its been busy for me. 

Talked to customer service, the tldr i was told was to get a new device that is only on the list and try again with it. I do not have any other device, I do not have a laptop or a computer with bluetooth, so I have no way of testing with another phone device. I already spent a bit of money on this, and ever since the new update back in oct, the fit bit only works when it wants to. It refuses to connect to the app whenever i enter the code, the fit bit just after about 2-3 minutes goes to showing the time while the phone continues to try to connect, after a while it will say turn off bluetooth and try again, and thus into a endless cycle of repeat. it has been ongoing for a while and its making me very upset.

Now the strange thing is, sometimes I see my calories tracked, but i do not know if that is the phone itself tracking when it moves, or if its somehow tracking from the fit bit that refuses to connect. The numbers are everywhere. 

What can I do at this point? I purchased over 10 months ago so its way past return, and it worked fine with the phone until the recent update to both the firmware on the fitbit tracker, and the update on the app itself.