Sleep shows on app but not Inspire 2

[JillianG]

When is Fitbit going to do a new update to fix sleep data not showing on Inspire 2, it has been some time since working. I had a InspireHR it wasn’t working so I bought a new inspire2 and wonder of wonders it doesn’t show on that also.

Moderator Edit: Clarified subject

[SunsetRunner]

By fix sleep data I’m assuming you’re referring to not getting a “sleep score” or being able to see stages (like REM). If so, I’m also having the same issue. 

[Karebella]

Just got my fitbit inspire2 and it logs sleep only. half the time. I got this one because it DID log sleep so I think I"m going to have to return it. 

[Mamie76]

I've used my Inspire 2 for 5 days so far.  It only logged 2 of 5 days sleeping stages like REM, light, and deep sleep.  I've read that it is supposed to be automatic, but mine doesn't seem to be working either.

[JillianG]

I am getting the sleep data and score on the app but not on Inspire HR or Inspire 2

[Mamie76]

Mine finally worked last night when I turned off my bluetooth and location.  You might try that.  I hope your device works well soon.

[Dillyr]

Mine’s stopped working too

[Fit_Aussie]

I am having the same issue. I am getting sleep data on the app, but no data or score for sleep on my new FitBit Inspire 2. Got it two days ago.

I spoke to customer support via web chat, and we tried a reset. That didn't work, so the rep flagged the issue for higher tech support and said I should receive an email. That was a few hours ago and no email yet.

[JillianG]

I did the same thing when I bought a new Inspire 2. The assistant tried a reset with no resolution. She also said I would receive an email which I did but the email only wanted to know what I thought of the chat support. 

[Fit_Aussie]

I have an update to provide. I received my email from higher tech support; they gave me steps to do a reset and resync of the Fitbit device to the app. I followed their steps but it didn't solve the problem. 

I got onto tech support just now and had a conversation. They said this was a known issue that the Product team is currently working to fix. It may even be affecting all Inspire 2's. Unfortunately, he said all I can do is wait for an update to come to the app and device. 
So know I can either wait and hope an update comes to fix it, or get an exchange or refund. It would be pointless to exchange for another if it affects all of them though.

Does anyone reading this thread have a new Inspire 2? Has yours got the same problem?

[JillianG]

Thank you for replying. I have an Inspire HR  with the same problem, that is why I bought the new Inspire 2.  The person I was talking to via customer support said to do re sync and reset also. But it didn’t resolve issue. I think it is the same with other Fitbit’s regardless of which you have. It is major issue Fitbit need to address. 

[2bullies]

I returned my original Inspire 2 because it didn’t track sleep.  The one I received as an exchange worked for four days but last night no sleep tracked.  I was unhappy with two Inspire HRs that I had previously owned — same sleep tracking problem.

Guess I’ll wait for the update and hope it works 😩

[Dillyr]

Yep, same problem with mine

[SilviaFitbit]

Hi everyone!

Thank you for getting in touch about this, I see where your disappointment is coming from. 

I would like you to make sure your Inspire 2 is syncing to your Fitbit app in the morning, this to ensure that the sleep data shows up on your Fitbit Today. If you haven't performed a restart, please do so and continue monitoring it. 

If after trying the troubleshooting posted above, you're still experiencing the same please provide me with a screenshot of the Fitbit app data and a picture of your Inspire 2 not showing sleep. 

Looking forward to hearing back from you. 

[JillianG]

 

 

 

 

 Thank you for replying, I did restart and it stayed the same. I have attached the photos you requested I hope this helps to see what is happening with tracker 

Moderator edit: merged reply

[Fit_Aussie]

Hi Silvia,

I tried your troubleshooting, it did not fix the issue. 

[SilviaFitbit]

@JillianG @Fit_Aussie Thank you so much for the screenshots and pictures attached. I appreciate the restart performed. 

Your reports have been shared with our team and as soon as I have more information, I'll make sure to share it with you. Thanks for your understanding. 

Have a good week. I'll be around if you have any additional questions. 

[Warwock6505]

I have had my Inspire HE for 1 week. The sleep tracking worked for 3 nights then nothing. I tried all the resets, downloads and other tips everyone suggested and NOTHING. The device still has no sleep score.very frustrating since Fitbit KNOWS there is a problem!!! Mine is going back to the store!!!

[SilviaFitbit]

@Warwock6505 It's nice to see you in the Fitbit Community. Thank you for the troubleshooting tried prior to posting.

I appreciate the details shared, I see where your frustration is coming from. 

Keep in mind that even though sleep score isn't showing on your Fitbit Inspire 2, all the data will sync to your Fitbit app and can be viewed there. Your patience and understanding is appreciated while this is resolved. 

I'll be around if you have any additional questions. 

[Susanhigh]

i had the exact same issues as the pictures showed above for several days with my Inspire 2.  All of a sudden the data appeared on my device.  The  hours and score are shown on the App, however, on the website, I an only see the hours, no Score.  Suggestions?