Fitbit Sense not tracking sleep stages.

[LBB53]

Since 11/26/20 I started have trouble with a Versa 3 that was on two days old. After countless troubleshooting attempts and numerous calls to tech support I gave up and returned the watch to a local dealer. Purchased another Versa 3, and the same scenario began again. Returned yet another Versa 3 and opted to purchase the “newest, greatest and latest” Fitbit Sense. Yep, you guessed it-the same scenario, yet again. I’ve done the troubleshooting and contacted support only to hear a repeat script. Please help. Thank you. 

[Marrrmaduke · Accepted solution]

@LBB53 I'm assuming that your sense syncs without issues. Can you confirm? Are you on the most recent firmware version?

If Sense is up to date and syncs, the fact that numerous Fitbit devices fail to produce desirable outcome makes me suspicious. Since it worked before 11/26 it's not the matter of how you're wearing it, probably. I would hazard a guess there's something wrong on the back-end, with your Fitbit account. You can try creating another Fitbit account and linking Sense with it to see if sleep tracking works.

[LBB53]

Hello Marrrmaduke (10K Racer).

Thank you for your response. I attest to the fact that the Sense wearable is syncing without any problems and that I have the latest version of the firmware 3.36 (1013).

Believe it or not, I am also skeptical of the undesired results...and it has nothing to do with the way that I’m wearing it.

I appreciate your suggestion to re-install the app and setup a different account- but I’ve also tried this step at the advice of one of the Customer service moderators.

My case has supposedly been “escalated”, so I’m waiting for a next level moderator (back-end) to solve my problem.

Thanks again and Happy Holidays!

[GeorgeK47]

I have the same problem LBB53.  My Fitbit Sense will have all the Sleep data and graphs one day, then not for the next two days only the basic data, for example.  This is frustrating, as you have experienced.

There's no answer for it, as I've only had mine for several weeks now, and it has the latest firmware, and I've tried logging off and on with the Fitbit app on my iPhone.  Also problems with the heart monitor being accurate, I see on the forums.  

Oh well ...  makes me want to put it in storage for awhile.  

[Marrrmaduke]

@LBB53 do let me know how it goes. It made me really curious. 

[LBB53]

Hello George.

Indeed it is very frustrating. Dealing with the same problem three devices later, totally sucks, especially since the sleep stages and sleep score were the deciding factors for me.

I am personally going to try and utilize this device for the remainder of the year...Hopefully the problems will be resolved or l’ll just have to accept the truth and move on.

Good luck with getting your issues resolved and Happy Holidays.

[Marrrmaduke]

@LBB53 this may be silly idea but have you tried having your friend/spouse wear it at night? 

[Jas_20]

Well today Dec 25th the Fitbit app provided a complete sleep score.

Now, the device (Sense) does not show any score.  There is something wrong, 

I did not this much problem with the Ionic.

Happy Holidays every one!

[LBB53]

Thank you for yet another great idea! Hopefully I won’t have to try it, but it’s good to know.

I’m thrilled to report that my infamous wearable device has worked for the last two nights.

Let’s hope that this is the beginning of never ending resolved, desirable and advertised displays, for not just my Sense device, but for all users of the device.

Happy Holidays!

[Marrrmaduke]

@LBB53 Yay! Must have been something on the back-end with your account as we suspected and Customer Support was able to investigate.  I'm glad it works!

@Jas_20 that sounds like a sync issue. Sync back to sense I mean. If your data is in Fitbit app and does not display on Sense. 

[LBB53]

It’s a new day, new dawn and a new year. But the same old problem with Fitbit and the ambiguous sleep stage statements that they provide when your sleep stages and score don’t appear,  on their two newest devices. Totally frustrating. I’m once again relying on you guys to provide some guidance before I totally give on Fitbit ... The sleep stage services that they advertise, lacks consistency-It’s more  like a hit or miss bases. Long story short...once again my app and device are not displaying my sleep stages and score. It’s really kind of strange that it displayed the stages and scores for 10 days in a row and then suddenly stopped displaying th stages and score for the last two days...

[Marrrmaduke]

@LBB53 ughhhh! 😡 Can you please;

1. Reboot Sense and sync by opening Fitbit app and force syncing

2. Then confirm that the device has synced and tap on sleep tile if the info has appeared 

3. Now open Today app on your sense by swiping up on the main screen to open widgets, scrolling down and tapping on sleep widget. Give it a few seconds to sync back

If it still doesn't work, can you please share what you see when you tap sleep tile in the Fitbit app?

[LBB53]

Amazingly, the sleep stages appeared this morning-hmmm, I wonder why.

I hate to keep bothering you, but it appears that I can only obtain real results by contacting you.

Once again, I appreciate you.

Make it great day!

[Jas_20]

Thank you for following up!
This morning everything seems to work. Fitbit app and the Sense had the same information. My sleep score was 80. All the sleep details showed up.

Again thank!


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[Sleepstageless]

Im having same problem, have done all the suggested troubleshooting, set up brand new account and still can’t get a sleep score.  Apparently my case has been escalated to a support modifier too but I haven’t had a response from them for nearly two weeks! Very frustrating! 

[Sleepstageless]

Im having same problem, have done all the suggested troubleshooting, set up brand new account and still can’t get a sleep score.  Apparently my case has been escalated to a support modifier too but I haven’t had a response from them for nearly two weeks!