Sleep Tracking Unpleasant Surprise

[FitbitUser1112]

I wear a Fitbit Sense 2 and have had it for almost one year. I have been wearing various versions of Fitbit for over 10 years.

Last night I had the best night in terms of sleeping in several months. I went to sleep at around 9:30 pm and woke up (with an alarm) at 7:00 am - with one visit to the bathroom. I expected a very high duration and an excellent score. I see a sleep duration of 4h48m (I expected 8+h) and a sleep score of 71 (I expected a score around 90).

This is unacceptable. What could be the problem? 

[N8teGee]

Hi @FitbitUser1112 

Do you know if you were wearing the watch tight enough? If it's too loose it might not get a good HR signal. When you check your heart rate graph is there any gaps in it over night?

[FitbitUser1112]

Thank you for your response. I am not aware that I was wearing the Sense 2 looser or tighter than I normally wear.

I am technologically somewhat challenged and do not know how to check the heart rate graph. However, in the Health Metrics, the heart rate variability (in ms) on that night is below the normal range, while every other metric is within personal range. Does that suggest that I was wearing the watch more loosely than normal? 

[N8teGee]

If you open the Fitbit app on your phone, make sure the "today" tab along the bottom is selected. Then scroll down to the tile that says "Heart" tap on that, here you con scroll to the day in question and tap on it to expand the heart rate graph. Check to see if there are any gaps in it during the night (you should also check the early hours of the next day).

[FitbitUser1112]

Thank you. That was very useful.

[Jayne.ME]

Interesting,  I've just had my replacement for 10 days and was fine, then 29th August it's stopped tracking ,heart, bpm and sleep score.

I've reset, unpaired , tried everything,  so following this post incase it's connected. 

[N8teGee]

Hi @Jayne.ME 

Do you know if the green LEDs at the back of your watch are still flashing?

When was the last time your watch synced? Are other metrics like steps syncing correctly?

[FitbitUser1112]

Yes - the Green LEDs are flashing. All the other indicators are reporting as expected. It was just the sleep indicator that failed. 

In the past too, I have written that, in an attempt to make the new Fitbit variant more sophisticated by adding features, it appears to weaken the original features which persuaded people like me to buy and stay with Fitbit rather than stray to Apple.

[Jayne.ME]

Hi nope no green flashing lights, thus why I suspect it could be the watch.

[N8teGee]

@Jayne.ME In this case I would recommend contacting customer support (here). I agree that it sounds like a hardware issue.

[Jayne.ME]

Hi I did this yesterday, waiting to hear back. As its been escalated.
I'll be chasing them tomorrow