No sleep tracker after factory reset

[shanecallanan]

So, since I received my fitbit the sleep tracker wasn't working correctly. It wouldn't track any of my sleep hours. After getting onto Amazon customer support, they recommended that I do a reboot of the watch, once when plugged into charger, once when not. Sleep tracker still didn't work. So they told me to factory reset. Now I don't have a sleep tracker at all. Do I need to re-download an app for this?

[shanecallanan]

There's no app available for sleep tracker. So I don't have any way of getting this functionality back. Firmware updates won't do the trick either

[Rich_Laue]

After doing a factory reset, did you setup the tracker to your account? 

[shanecallanan]

Yeah, I connected my watch to the fitbit app (which I'm currently logged in to)

[JuanFitbit]

Hi @Rich_Laue , thank you for your input and help !

@shanecallanan , a warm welcome to the Community! Than you for your information and taking the time to troubleshoot the situation by yourself. 

Could you provide me with the following information:

- Do you receive any sleep record on the Fitbit app, or anything at all?

- Could you please verify if during your "sleeping" time you hear rate was recorded?

- Do you start the record over the Fitbit app or do you let your Fitbit autorecognize your sleep?

- What model are you Versa, Versa Lite, Versa 2?

The following conditions can prevent the sleep from being recorded:

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

I'll be expecting your reply !

[shanecallanan]

@JuanFitbit 

- There was no sleep record at all
- I can't verify this anymore as I've no longer got a sleep tracker on my device. However heart rate was being measured correctly outside of sleep

- I let my fitbit autorecognize sleep. I tried turning on sleep mode (both manually and scheduled) to see if this would make a difference too.

- Versa 2 (as per tag on OP)

- Watch battery was primarily in the healthy range (sometimes near 100%)

- Haven't used metal bracelet

- I sleep 7-8 hours a night

- Bracelet is on my wrist fine (index finger slides in without much resistance)

How does fitbit perform for restless sleepers?

[JuanFitbit]

Hi @shanecallanan , thank you for your information.  Please go to your Fitbit app. Tapp on your profile picture. You'll see the list of devices setup with your account. Underneath of each device, you'll see the last time it was synced. Could you please let me know when was the last time that appears there? 

I'll be expecting your reply !

[shanecallanan]

Hi @JuanFitbit I received a replacement watch from Amazon. This one seems to work better. I managed to get a sleep score on my fitbit app, but it doesn't show on the watch. Any ideas?

Also, is it normal for syncing between app and watch to be so sporadic? It seems I need to go through phone/watch resets every time I want the two to sync

[JuanFitbit]

Hi @shanecallanan , than you for your reply ! I'm glad that Amazon helped you further

Regarding the you question about the syncing situation, it depends on you phone model, if the Fitbit app is up to date and settings. 

Furthermore, check that the energy saving mode and the do not disturb options are switched off on the mobile device. Also allow the the Fitbit app in to run in the background and with the phone's display off.
Make sure that no other Bluetooth device is connected to the cell phone or nearby. (Headphones, keyboards, etc.)

You can look up these and other tips here.

Let me know if you have further questions.