New sense not tracking sleep

[Kleal]

Upgraded from charge 2 to Sense. Never had problem with sleep tracking on charge. Sense not tracking. Any thoughts on why that might be?

[SunsetRunner]

Hi @Kleal and welcome to the forum.

• First of all, if you are like many of us (me, included), you apply hand lotion to your hands before going to sleep. If you do, make sure the area that will be under the sensors is lotion free to allow for good contact.
• Next, check the placement on your wrist. It should be about an inch below your wrist bone, not too tight, but snug enough so it will not move around as you sleep. 
• If neither of these tips help, you can read more about sleep tracking here. 

Hope this helps. If it does not, please let us know. 

[MarlaGgg]

Same here and it has no trouble picking up heart rate during the day with my current band adjustment.. I think it is an issue with the Sense 

[Charlione]

Me too! No tracking of sleep for the past 2 weeks and worn it every night! Did exactly what Fitbit said, restarts, position on wrist etc nothing makes a difference I think it's something to do with the app as all my for its worked perfectly up to September but since the app update nothing works x

[Ohkristy]

Same here. 

[KlarissaAM]

I was having the same issues on my Inspire HR. I just upgraded to a Sense. I love it, but just like with my inspire HR, since the last app update my sleep is not being tracked! I’ve tried doing the restarts, but my sleep from sensitive to normal, nothing is working. My only conclusion is something got changed when the app updated from the previous version - everything worked fine up until that point.

[Marrrmaduke]

Do you guys have any sleep presets set in the Fitbit app? Like sleep times etc? If yes, please delete them, reboot and see if sleep tracking works. 

[KlarissaAM]

You mean like target sleep hours?

[Marrrmaduke]

@KlarissaAM target sleep time - bedtime and wake up time.

 

[KlarissaAM]

Okay, they’ve been removed since I replied last, but nothing yet.. I have slept since then, but I’ll update in 5-6 hrs if it’s changed anything. I did do a reset as well after. 

[Marrrmaduke]

@KlarissaAM you can also try reinstalling Fitbit app. The last resort is always factory reset (wiping device).

[KlarissaAM]

I have tried deleting it and reinstalling, I may have to try the factory reset. 

[Marrrmaduke]

@KlarissaAM keep us posted. 

[KlarissaAM]

Just as an update; I fully charged my Fitbit be, nothing tracked.. I just found out there was an update for my Johnson see d no and m iPhone: I have installed the updated the iPhone and am going to see if that before trying a factory reset; as the update involved fitness apps.

[KlarissaAM]

I have decided to do a factory reset as a precaution, will update likely tomorrow if it works after the reset or not.

[Marrrmaduke]

@KlarissaAM thanks! 

[KlarissaAM]

Unfortunately still isn’t tracking sleep 😞

[KlarissaAM]

At this point the only reasoning I can point to is. Bug maybe in the latest update? App is on latest version, as well as Sense. My Inspire stopped tracking sleep right after the update as well

[Marrrmaduke]

@KlarissaAM I'm starting to wonder if this is not a backend issue with your account. At this point I would reach out to Customer Service to escalate to tech support level 2. You're still covered by warranty. There are two more things I would try:

1) ask someone else to wear it at night to see if the sleep gets recorded

2) link Fitbit with a brand new account (i.e. create a new account to test it).

I know it's a hassle but at this point one should investigate whether it's an account problem.

[KlarissaAM]

I’m not quite sure what I did, but it’s working again!! I had it on sensitive last night just to test that out.. picked up an hour roughly, which was good! Changed it back to normal today and it picked up when I napped and everything! I can’t wear on sensitive unfortunately as I have too many involuntary movements, however, VERY happy it is working again!!