Sense sleep stages don't work consistently

[pdg1dolf]

Please help.  My sleep stages on my Sense watch rarely work - only 9 of the past 30 days have they recorded sleep stages.  I have tried everything including calling customer service numerous times and am so frustrated.  It is on the same arm, same tightness, fully charged, has been updated regularly as has my phone, has been taken off and put back on bluetooth,sooo frustrated...  Any ideas?  Anything I've missed?  Thank you!

Moderator edit: updated subject for clarity

[EdsonFitbit]

Thank you for visiting the Fitbit Community, @pdg1dolf.

I’m sorry to hear about the difficulties you experienced with your Fitbit Sense. Thank you for the time you spent trying to get them resolved.

If after following the troubleshooting steps provided by Customer Support you continue having the same issue please let them know in order to get further assistance. I'm pretty sure that they'll do their best to provide a high level of support.

Have a nice day.

[SunsetRunner]

Hi,

I never have and never had an accurate sleep registration with the Sense. I would love to read the above mentioned troubleshooting steps provided by Customer Support.

[RonaldM · Accepted solution]

Same here, all possible troubleshooting tips followed but still no luck. The worst part is that the one I have is is a replacement for a Sense not measuring flight of stairs. So now I know the number of stairs but don't see a sleep score/sleep stages 🤦🏼‍:male_sign:

[SunsetRunner]

Are you using my sense 😉

Sleep measuring sucks big time but Stairs counting is correct

As other posts in this community show me: an answer from fitbit is not to be expected

[RonaldM]

Seems like it 😉

This forum is not really the best way to get things fixed. You always will be directed to the regular FAQ's and if this doesn't work (mostly) you will be asked to contact support (email, chat or call). They will also make you go through the list of FAQ's before working on a personal solution.

So if you are in need of assistance you'll be better of skipping the first step ☺️

[pdg1dolf]

Thank you.  The problem is that support has not been helpful at all.  I was hoping that the community would have an answer that they have found on their own.  But, I am finding that it seems to be a common issue with no solution 😞

[pdg1dolf]

The problem has gotten even worse to only 1 in 30 nights recorded.  Still hoping for insight from community on steps to try??

[RonaldM]

@pdg1dolf I understand your frustration and wanting to make it work. One thing that worked for me (temporarily) was using a thin layer of skin ointment, see this link: Skin ointment .

IIn this thread I've been discussing about this for my old Versa I guess it's just the same struggle. 

[SunsetRunner]

To be honest the device is expensive enough. It should work flawlessly and it doesn't. Same here now from the last 29 days only two sleeprecondings.

I still have to write a review and that won't be a positive one.

Fitbit is probably so ashamed of themselves that they don't reply here.

[pdg1dolf]

I agree.  I am surprised to see that the problem is pretty common among users.  I feel the same way - it should work flawlessly and it doesn't and there doesn't seem to be any urgency on Fitbit's part to address or acknowledge the problem.  

[pdg1dolf]

Thank you for your idea.  I am still holding out hope for a permanent fix that doesn't include resetting, deleting, wishing....  It seems to be a software issue and I would love to know if Fitbit is aware of the issue - which seems to be widespread - and working on a patch.  Thanks for your comments.

[RonaldM]

Before and after the update, no sleepscore/sleep stages. That is a shame... 

[SunsetRunner]

I'll bet it is their marketing strategy. We are so frustrated now and they hope by ignoring us that we will buy a sense 2.
To make one thing clear Fitbit. The Sense was my second Fitbit device and it will be the last one. I will buy a Xiaomi or a Huawei device.