Sense 2 won't track sleep data

[TeaT]

9/10 ppl complaining about the sleep tracker... Does Google care??

Please resolve this 

No tracking...or basic tracking of sleep

Moderator Edit: Clarified subject

[Nilex]

What are you talking about? My Sense 2 sleep tracking is working with no issues. Can you provide more details?

[LizzyFitbit]

@TeaT Welcome to the Community. @Nilex Thanks for stopping by to help our member.

@TeaT Thanks for letting us know about your Sense 2 and as our friend mentioned, please provide us with more details about the issues experienced with the sleep tracking, and the troubleshooting steps tried. This will help me to further investigate and help you out.

In the meantime, let me recommend this help article which describes what factors prevent you from receiving sleep stages.

[DaSchmidt]

@LizzyFitbit I have had my watch for 22 days and the last 9 nights in a row I have only received basic sleep data (and also on the 2nd night I had my watch and one other random night).  Each morning it tells me "it couldn't get a consistent heart rate reading while you slept"  but when I look at my heart rate data I have a consistent reading, no breaks.  It is also not tracking breathing rate. 

I have tried all the suggestions on the help articles.  I have reset the watch 3 times, logged in and out of the app, uninstalled/reinstalled the app, cleaned the watch with rubbing alcohol, wore it tighter, looser, higher up my arm, and on the inside of my wrist and changed the sleep sensitivity setting.  I don't use the begin sleep and I open the app first thing in the morning to sync the data.  I did not change the way I sleep and the first night when I didn't get a sleep stage I hadn't changed how I was wearing my Sense 2. 

I have a lower resting heart rate (around 36) but it worked fine for the first week and a half then stopped working so I can't imagine that my heart rate is to blame.  The only thing I have noticed is that the nights I received a sleep score my heart rate reading while sleeping was consistently low and the last 8 nights the readings have been low and high, all over the place.  Last night right before falling asleep it thought my heart rate was 100, and when I checked on a finger pulse ox it was 40.  I had to take my watch off 3 times and restart it before it figured out my heart rate was actually 40.  There is clearly something wrong with the heart rate sensor in my opinion.  This morning when I woke up I checked my watch and it said my heart rate was 52 (which would be high, normally it's around 40) so I moved the watch around and after a minute it finally registered my heart rate at 36.  I feel like the sensor is getting stuck on a number if the watch hasn't moved slightly, or something along those lines. 

I think that is what the original poster was commenting about.  People keep having issues with the sleep stages not showing up and members have tried all the help tips and varied positioning of the Sense 2 and there is still no change in the recording of sleep stages.  

[LizzyFitbit]

Hi there, @DaSchmidt.

Thanks for the detailed information, and the time taken while working on this situation. I'm sorry the same is happening with your Sense 2. I went ahead to check your details and it seems you already have a case created with our Support team. I've also forwarded your post so they can have them on hand. Please keep an open communication with them, I'm sure they'll continue helping you with this situation.

[SunsetRunner]

Hello,

the same is happening with my fitbit! I got it about 2 weeks ago and since then have had basic sleep tracking every night, but only 2 sleep scores. The reason i got this fitbit was for the sleep and stress tracking. I have tried all the same things as above aswell. There have also been some other issues, including skin temperatyre never being recorded even tho i always wear it to bed. The battery also sometimes drains extremely quickly but other times very slow even tho its always on the same settings. I just feel something may be wrong with it!

[DrFabulous]

Same problem!  Worked well for the first eight nights then Daylight Saving Time switchover and nothing but "simplified sleep details".

Called the help line. . . sounded like I was connected to someone a zillion miles away. . . she said she'd send me a set of "test" instructions in an email.

[DrFabulous]

I completely agree with you.  I upgraded from an old Alta HR to the new Sense 2 for the sleep monitoring functions.  I'm waiting to see what the emailed "test" instructions are going to say. . . .If it doesn't work right away, I'll declare it defective and return it and start over with another.

[DrFabulous]

Well this is a crappy response!  The FitBit Help person I spoke to told me she'd send me a "test" process in an email.  I just received it. . . . Here's what it said:

"To make sure that your sleep tracking is working properly, we need you to use it properly on your wrist, with at least 80% of battery and synced with your phone before sleep."

I was ALREADY DOING THAT. . . . this is no "test" at all. . . . very disappointing . . . . . 

[Papagirl]

Support has been atrocious for this issue. They said just monitor the issue for a couple days after almost 1 hr on the phone but that obviously didn't fix anything. I'm still having this issue. It's frustrating as I paid good money for the sense 2. Maybe it's gotta go back to the store.... 

[DrFabulous]

I'm totally on the same page Papagirl.   Their support is terrible.  I'm going to try one more night following their directions (which I've been following already) and if it does not track sleep properly, I'm declaring it defective and returning it for a new one.

[Nilex]

What firmware version are you guys on? I'm genuinely interested in this topic as I'm not seeing any sleep detection issues at all on my Sense 2 so I'm curious as to why you guys would be seeing the problems you are. I guess the most obvious cause could be a bad unit but wanted to see if we are all indeed on the same firmware version. My Sense 2 is on 60.20001.169.418. 

[DrFabulous]

Thanks Nilex.  Took it out of the box about two weeks ago and immediately update the firmware to 60.20001.169.418 just like yours.

Curiously, the woman on the phone at the FitBit customer service center didn't even ask about what version of firmware is on tis new Sense 2.

Still waiting for them to respond to my email.  And waiting.  And waiting. . . . . . 

[DaSchmidt]

@LizzyFitbit I did open a case 2 weeks ago via chat and they told me I would receive an e-mail follow up in 24 to 48 hours...which I NEVER received.  I did do a factory reset on the watch (my own idea) after talking to the chat support (which the chat support was extremely unhelpful and told me to turn off and on the heart rate monitoring, which is not even possible on a sense 2).  Since the factory reset I have had sleep stages/tracking data every night, except last night.  Although I keep having "pairing" issues with the app and the watch.  When I open the app and click on "sense 2" it will ask to pair, even though it's already paired and syncing.    I'm really hoping last night was a fluke, because if I have to factory reset my watch every time it stops collecting sleep stages, there is clearly something wrong with the watch.  

[DaSchmidt]

@Nilex after doing a factory reset I am on the same firmware version of you.  I do not know what it was prior.  But I had only had the watch for less than a month before doing a factory reset.  

[Nilex]

@DaSchmidt Do you recall if you did a firmware update when you first received your Sense 2? There has only been one firmware update so far, and for me it was required out of the box so if you installed that update doing a factory reset shouldn't have changed anything as far as firmware version.

[DaSchmidt]

@DrFabulous I agree something is amiss.  However, I bought mine from BestBuy.....not fitbit directly.   

[DaSchmidt]

@Nilex I honestly don't remember when I originally set it up what all occurred.  I know it had to update things initially, but I don't know if that's a normal way they set up or if it was a firmware update.  I have never owned a "smart" watch or fitbit before...and this isn't a great experience.  

[Killroy-TM]

First off the firmware question. The original firmware of the Sense 2 is 60.20001.169.418 there have been no updates to consumers even though the Android Authority reviewer did have a different Firmware revision listed. Google for what is the latest Fitbit firmware and this is it.

Now the sleep tracking issue. I have a sneaky suspicion it may have something to do with the way the Sense 2 is seated on the wrist. I had the same issues with my Sense 2 sometimes it worked sometimes it didn't until AFib warnings turned up. I cleaned the underside of the watch and the skin area of the wrist and it worked again only to return with no sleep score a few days later and more AFib warnings. It is my guess that because of the two huge sensors for the cEDA on the underside, that the Sense 2 does not seat well.

Here is how I solved it. Returned my Sense 2 and bought a Sense 1, job done. 

Moderator Edit: Word choice.

[CardioNerd]

Well said!  I had an Ionic for many years and got a sleep score every night. Got a new Sense2 two weeks ago and have not gotten a sleep score despite doing all the things you list above.  Called support 5 times and chatted twice and they follow a script but don’t actually listen or know how to resolve the problem.  Very frustrating. After being a loyal Fitbit customer for 10 years, I think I will need to start to look elsewhere for a smart watch/tracker.  Hate loosing years of data but without sleep score, many of the other features work.