RESOLVED: Sleep Log: 0 Time Asleep

[ErickFitbit]

Fitbit Update 04/18/2018: Hey everyone -- Our team has resolved this issue, which means you should be able to sync your sleep logs from last night and the app will display your actual hours slept as opposed to 0 time asleep.

Thanks for your patience as we worked to the get this resolved as quickly as possible. I will be closing this thread as the issue is resolved. If you come across this issue in a future instance, please create a new topic and reference this one if the issue is identical.

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Fitbit Update 04/17/2018: We're aware of an issue where users who logged sleep may see their time asleep as 0 minutes.

We're working on getting this resolved as quickly as possible. In the meantime, we have a workaround:

Workaround:

• Manually edit your sleep log (hit the "edit" button at the top right of the app and change your start OR end time by 1 minute.
• Save the change
• This will recalculate your sleep and should resolve the issue.

I will have more information for you once this has been fully resolved. Thanks for your reports and continued patience as we work on a fix.

[xCirex]

I have factory reset my versa and also removed and reinstalled the app. 

None of these have resolved the issue. 

This is not my first fitbit so I'm very familiar with the ins and outs  

Seems to be a firmware issue  

[Gadams99]

I have pretty much tried everything too except to remove it and do the setup again.

If someone is getting the detailed sleep stages please let us know and wear and how you wear your Versa when you are sleeping. Thank you.

Moderator edit: merged reply

[BlazeFS]

I used the Versa for the first time last night and got detailed sleep stages. I've been using my Alta for the last year and a half for tracking sleep and the tracking chart looks distinctively different. When I checked it this morning, it showed the old style for about 60 seconds before updating to the newer, more detailed chart.

I wear the Versa on my wrist at the recommended place of a finger-width above the wrist bone. I successfully get heart rate tracking.

[rocknrollfries]

Last night was my first with a Versa, and it is not showing Sleep Stages.

I'd previously had a Charge HR, which also never showed Sleep Stages.

I figured getting a Versa would solve the problem, but it hasn't. Now I'm wondering if there's just something wrong with my account.

Moderator edit: format

[AndreaW86]

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@Gadams99 wrote:

So you removed the Versa and set it up again? I haven’t had any issues with it syncing but I will give it a try

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Yes I just ran the set up like it was a new tracker.

[xCirex]

So I got my Versa to show heart rate. All I did was move it to my dominant arm. 

The difference between the two is my non dominant has a tattoo and my dominant doesn't  

My blaze worked just fine. This versa seems to have a weak sensor.

Moderator edit: format

[Gadams99]

I removed my Versa from my Fitbit app then added it again. Still no detailed sleep stages. Wore it one finger width above the wrist bone. I’m going to try wearing it on my dominant hand tonight 

[JPern]

First two nights Versa only showing simple sleep pattern. Last night (third night) I got the sleep stages, yay! Maybe Versa needs a few nights of data to calibrate?

[SunsetRunner]

Where that option,I can't seem to find it?

[BrookeHew]

I’ve had my Versa 4 nights now. I am able to see detailed stats (awake, REM, light, deep) however the hours are WAY off. My blaze was always spot on when I laid down and woke up. Versa hasn’t logged more than 4 hours a night, with that time split between the different stages. I’ve worn it tight and loose, high and low, tried the factory reset, and every night does the same. So while I am able to get the detailed stats, it’s nowhere near accurate!

Moderator edit: format

[dglazer]

I received my Versa on Tuesday.  Slept with it on Tuesday night and it recorded my sleep stages (I was so excited!).  Ever since then, it has barely recorded my sleep at all and if it does, it's only recording an hour or two, so no stages.  Very disappointed.  Between this and me having to force the syncing with my Android phone several times a time I am definitely thinking about returning this.  

[Gadams99]

Someone was told by support to logout of the app, turn the Bluetooth off and shut their phone of for 1 min. They then turned the phone back in, turned the Bluetooth on and logged back in. For them that worked. I tried it last night but still no detailed sleep stages. It has also been saying I’m taking 1 1/2 to 2 hours to fall asleep which I know isn’t right. I’m going to try the factory reset today and see what happens. If it doesn’t work I’ll phone support tomorrow

Sent from my iPhone

[dglazer]

@Gadams99  Thanks for the tip.  I will try that.  On another note, does anyone in here know if Fitbit still has the online chat function for help?  I know in the past I was able to do that but now it seems that only Twitter messages and FB messages work. I think I've pretty much decided to return the watch.  

[Gadams99]

I had asked this question before but no one replied to it . Is it possible that the Fitbit trackers are unable to read certain people’s sleep stages in detail

Sent from my iPhone

[dglazer]

Seems to be the case?  I actually am returning mine.  Too much trouble.   I'm just going to go back to my trusty Alta.

[Bobled]

Curious for those with sleep tracking issues, are you syncing all the time or just when the app starts up?

[Gadams99]

My all day sync is on

Sent from my iPhone

[xCirex]

I called and reported the sensor issues people are having. It's been sent to the their devs for investigation.

I checked my Blaze and it has 2 of the HR sensors and the Versa has only one. My Blaze could read my HR no problems.

People having problems with your sleep tracking remember it has to read HR to give you feed back on sleep.

Call them and make an issue of the problem.

[GTGMLady]

My Versa is set to sync automatically.  My sleep stages never show REM.  I changed the setting from sensitive to normal just now so I'll see if there's any difference tomorrow.  Really disappointed that it doesn't show the detail that's promised.

[MarcoGFitbit]

Hello everyone, I hope you're having a great day!

At this moment I would like to ask you to restart your Versa (if you haven't done it yet) by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen. Then, monitor your sleep for the next night.

Additionally, please note that the Fitbit app currently has in-app error notifications that provide an explanation for why you aren't receiving Sleep Stages on any given night. This is meant to provide insight into what might be occurring to cause this.The error messages are the following:

1. We need more than 3 hours of sleep to reliably calculate your sleep stages. Learn more
2. Your tracker couldn't get a consistent heart rate reading while you slept. Learn more 
3. We couldn’t generate sleep stages for this sleep. Please try again tomorrow. Learn more

When you tap on Learn more, you will be able to get more information about why your tracker didn't record sleep stages. Additionally, I'd like to suggest the following:

• For any of the nights you were expecting to see Sleep Stages, did you ever click on the "Begin Sleep Now" or "Add Sleep Log" functions within the Fitbit App?
  • This is important to note because your tracker uses auto-detection to track Sleep Stages; so there's no need to try and remember to click on anything before falling asleep! 
• Do you have at least 3 consecutive hours of sleep?
  • This is important to note because you typically won't see sleep stages if you are waking up multiple times through out the night or taking short naps.
• Your tracker's battery isn't at a critically low level prior to falling asleep.
• Your device is tracking and syncing heart rate data.
  • This is important because Sleep Stages uses a combination of your movement and heart-rate patterns. 
• Your Fitbit App is updated to the latest version.

I hope this can be helpful, give it a try and keep me posted in case you need anything else.