Inspire HR not tracking Sleep Stages

[Intermodelmama]

Inspire HR - Why am I now getting simplified sleep details after 3 months. I used to get sleep stages, scores, etc. but now I just get simplified sleep details.  Help.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Intermodelmama, welcome to the Community Forums!

Thanks for bringing this to our attention and for the details that were shared in your post. To better assist you with this, can you please let me know when was the first time you experienced this Sleep Stages issue? Are the heart rate sensors of your Inspire HR properly working? When you tap the actual simplified sleep log, can you see any error message at the bottom explaining the reason why you didn't receive Sleep Stages? In the meantime I receive your answers, please restart your device and try wearing it on your non-dominant hand when you're going to sleep.

Looking forward to your reply.  

[Intermodelmama]

Thank you for your response. Today is day 3 with receiving simplified sleep details.  I have restarted my device and will try using it on my non-dominant arm.  I'll keep in touch.  Once again. Thank you.

[RicardoFitbit]

You're welcome @Intermodelmama, your reply is also appreciated.

Thanks for restarting your Inspire HR with the steps that were shared on my previous post. Please let me know if the issue persists and if you receive a simplified sleep graph again. If such is the case, please send me a screenshot of the sleep log so I can further investigate.  

I'll be around.

[Intermodelmama]

The problem of simplified sleep details continues. I also am unable to see my resting heart rate. This problem started the same time.  What is the warranty of this product. I would like to reach out to fitbit and get either a refund or a replacement.

[RicardoFitbit · Accepted solution]

Thanks for your update and for the images that were attached into your post @Intermodelmama.

I appreciate the details that were shared with me. Before our Customer Support team can review your eligibility for a replacement device or if you can apply to a full refund of your purchase, we must go through some steps first. Based on the information that was shared in your latest post, it seems that this is related to the heart rate tracking function of your Inspire HR, since the Sleep Stages feature needs heart rate data in order to be recorded, I recommend you to troubleshoot the heart rate sensors of your Fitbit following the steps that are specified on: Why don't I see my heart rate on my Fitbit device? and let me know if the issue persists.

Also, you can review our warranty policy here.

Looking forward to your reply.

[Intermodelmama]

Good morning, thank you for assisting me with my issues related to the heart rate monitor and sleep stages.  I followed your instructions and read every troubleshooting response provided by Fitbit.  I also restarted my device earlier that day.  When I retired for the evening, the heart rate monitor was still not working.  To my surprise this morning, I received a full complete sleep stage report and by heart rate monitor is beating up a storm.  When I went to bed last night I had every intention of packing the device up and sending it back for a replacement.  I will not have to worry about that now.  I will continue to monitor these areas of my Fitbit and IF the problem arises again, I will reach out to you (after of course I have restarted by device and trouble shot once again).Thank you for your patience and your expertise. It is greatly appreciated.  Enjoy your day!

[Intermodelmama]

Good morning, thank you for assisting me with my issues related to the heart rate monitor and sleep stages.  I followed your instructions and read every troubleshooting response provided by Fitbit.  I also restarted my device earlier that day.  When I retired for the evening, the heart rate monitor was still not working.  To my surprise this morning, I received a full complete sleep stage report and by heart rate monitor is beating up a storm.  When I went to bed last night I had every intention of packing the device up and sending it back for a replacement.  I will not have to worry about that now.  I will continue to monitor these areas of my Fitbit and IF the problem arises again, I will reach out to you (after of course I have restarted by device and trouble shot once again).Thank you for your patience and your expertise. It is greatly appreciated.  Enjoy your day!

[RicardoFitbit]

You're welcome @Intermodelmama, your reply is also appreciated.

Thanks for taking the time to share your thoughts and experience with me, I'm really happy to know that your issue was resolved after trying some troubleshooting steps. Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Thanks for being part of the Fitbit family, it was a pleasure to assist you.