Sleep and Calories not being logged correctly

[jhutton187]

Two things that I've noticed my FitBit Versa seems to be having issues with:

1). My Sleep Tracking is not logging properly and hasn't been for the last couple of weeks or so. It used to log my sleep very accurately, but suddenly it is logging only a portion of my sleep. I keep going in and editing my logs, and once I do FitBit seems to recognize that I was actually asleep for the time I specified; however, it is having issues logging my sleep on its own, and I'm not sure why.

2). Whenever I start an Exercise on my FitBit Versa, it will track my time, HR and calories burned and it will all be correct on my wrist; however, when I hit "End" the exercise and my Versa syncs with the FitBit app, the exercise and the time will show but it never shows my calories burned. If I go in and edit my exercise in the app, it will adjust and update so that it shows my calories burned. I don't want to have to do that for every Exercise that I log from my wrist, though. 

Moderator Edit: Updated Subject For Clarity

[RobertoME]

Hi there @jhutton187, welcome aboard to the Fitbit Community. I was reading you are experiencing issues with your Versa regarding sleep not being reported accurately or your exercise is not showing calories burned.

By any chance are you seeing in your calories burned only dashes like this: "--"? If is the case, rest assured our teams are aware of this issue and is already investigating for a future fix. Note that you can still view their calories burned by going in to the exercise summary and selecting "calories".

With Sleep, I would like to recommend to perform a restart: How do I restart my Fitbit device? The workaround you are doing is a great idea, since when you edit your sleep you are forcing this data be recalculate, this is the reason why you are able to correct your entry by doing this. However as you said, your Versa should be able to do this on its own.

If the issue continue or any of this suggestions do not apply to your current scenario, I would like to request a few screenshots to have a closer look. If you need help uploading screenshots, this post will served as a reference.

Take care, see you until the next opportunity.

[jhutton187]

Yes, I am seeing the calories burned only in the "--" dashes; when I delete and then re-add the same activity, however, it will pull the correct calories burned. 

I will restart my Versa to see if that helps with the Sleep tracking.

Thanks so much for your reply. Appreciate the help!!

[pif130]

@RobertoME I hope you don't mind if I jump in on this post as well. My sleep tracking is pretty similar to what @jhutton187 states except it rarely has been correct until I edit it. 

My concern is this "must be 3 hours to track sleep" situation. I found with my Charge 2, everything  was great. But with my Versa, if I wake up 2 hours later, go to the bathroom, and go back to bed, it doesn't count those first hours as sleep. I'm almost always missing the first few hours when that happens. What is the reasoning behind the "3 hours" when that wasn't the case with the Charge?

Thank you!!

[AnnaFB]

This board is from four months ago. How is the dash issue still not resolved?

[jhutton187]

Excellent question - still having the "--" issue when I start an exercise from my Versa, and then I have to go in and re-add the same exercise in order for it to log calories correctly. Why hasn't this been fixed yet??? Also, the sleep tracking is still kinda sucky, and it frequently starts tracking my sleep hours after I actually went to bed, which I know is incorrect because I fall asleep pretty quickly. I've re-started my Versa multiple times; nothing has fixed that. Care to comment, FitBit??

[YojanaFitbit]

Welcome to the Forums @AnnaFB. Thanks for adding those details @jhutton187.   

I'm sorry to hear that you're still struggling with the number of calories in the app. Before considering other options, make sure the Fitbit app is updated to the latest available version.  

About your sleep tracking, when your body is completely at rest and unmoving, your Fitbit device records that you are asleep. Tossing and turning during sleep can occur during an unconscious state; however, it does not indicate total rest. If you feel that the reported number of awake minutes is excessively high please check how you're wearing your tracker, do not wear your device too tight; a tight band restricts blood flow, potentially affecting the heart-rate signal.  

@AnnaFB Can you please try restarting your Versa? And sync again to check if you see the calorie data. Could you also confirm if these workouts were detected with SmartTrack or with the training mode?   I hope it helps, keep me updated please.

Some users are able to see their stats on the Fitbit.com Dashboard, please check if you can see the calories there. If nothing of this helps, we might have to check with our support team.

Keep me posted. 

[jhutton187]

I have the latest version of the FitBit app as of 10/17/18. I have been wearing my band on the same notch as I've been since I bought the Versa; it USED to track my sleep very well. However, for some reason, it now tracks my sleep as starting 1-2 hours later than I actually laid down, and then it stops tracking 1-2 hours before I actually got out of bed. 

As for the "--" for calories showing up in the FitBit app under "weekly exercise", this always occurs when I select a workout on my Versa itself and track it. When my Versa automatically detects a workout, it always tracks the calories burned correctly and shows them correctly in the app. It's been this way for months now, pretty much ever since I purchased my Versa in April.

[AnnaFB]

I have restarted my Versa countless times, I have uninstalled and reinstalled the app. Anytime I manually select the workout through my Versa, it records it but with the dashes instead of calories. I don't use SmartTrack.

I can see the calories elsewhere - the point isn't that it's not logging them. The point is it's not showing them on the primary page it should show them, and Fitbit hasn't fixed the issue in.. 4-6 months it sounds like. 

I've also emailed with your Support team and they've confirmed this is a bug that has been open for a while. So trying to troubleshoot (which I get from all sides with Fitbit) means your Support people aren't aware of open bugs and likely wasting a lot of time troubleshooting something that has been confirmed as broken many times over. 

I'm not asking for help troubleshooting - I'm pointing out that Fitbit hasn't fixed a very clear and obvious issue in the app for almost half a year and your product team isn't making me want to reinvest into a new Fitbit based on their lack of response on this (and other) issues. 

[YojanaFitbit]

Thanks for getting back @jhutton187 and @AnnaFB. We really appreciate all the steps that you tried troubleshoot this. 

Indeed, if you're able to see your stats from the Fitbit.com Dashboard but it is not visible from the Fitbit App; then we might have to wait until our team find the root cause of this unexpected behavior of the App. This has been escalated and we're waiting for a resolution.

Thanks for your understanding. 

[aes21]

Hi @YojanaFitbit

Do you have an update about this? I have the same issue with my Fitbit versa and it's really frustrating..

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@YojanaFitbit wrote:

Thanks for getting back @jhutton187 and @AnnaFB. We really appreciate all the steps that you tried troubleshoot this. 

Indeed, if you're able to see your stats from the Fitbit.com Dashboard but it is not visible from the Fitbit App; then we might have to wait until our team find the root cause of this unexpected behavior of the App. This has been escalated and we're waiting for a resolution.

Thanks for your understanding. 

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