Sense won't track my sleep data

[Wayno4]

My Sense suddenly stopped sync'ing sleep. It has been working fine since I got the device but suddenly stopped 11 days ago. Reset the Sense, uninstalled and reinstalled the app but nothing has fixed it. How do I fix this?

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

Hi there, @Wayno4. Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Sense before reaching out. 

I recommend considering the following in order to get sleep stages:

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.
  
  

For more information, see What should I know about Fitbit sleep stages?

[Wayno4]

Hi Maria

Thanks for responding

I have done nothing different, the sleep tracking was working normally and it suddenly stopped. 
If it was the position I slept in, I would expect it to work some of the time not stop completely, so I don't believe that is a factor (especially given it has been working fine until mid Feb). 
I have never used the begin sleep now in the Fitbit app, so it's not that either (didn't actually know that was even an option)

I am sleeping for much longer than 3 hours, so not a factor

Device battery is fine, again if anything I would expect that to cause a temporary issue for 1 night and be OK once charged

Anything else I can do to get this working?  I noticed in the forums that there was an issue with some device recently with Sleep not getting tracked, which was an outage at the Fitbit side.  Could this be related to that outage?

[MarreFitbit]

@Wayno4 Thanks for getting back and the details provided in your previous post. 

The issue you mentioned was already fixed a few weeks back. With that being said, and as our last resort, I'd recommend performing a factory reset on your Sense. To do so, on your Fitbit device, open the Settings app > About > Factory Reset.

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Once the above has been performed, please keep an eye on your Sense's behavior and see if it starts logging your sleep data as it used to. 

[Wayno4]

Hi Maria

I sync'd my Sense one last time this morning before doing the factory reset and it's just started working without me changing anything else. It has skipped 11 days of sleep data from the 16th -26th Feb and sync'd the last 3 days of this week. This feels very much like a backend issue that has now been resolved, given I haven't changed anything at all.

Thanks for the replies though

[WVVickie]

Maria, I am having the exact same problem with the exact time frame. I believe this is an app issue and not the devices.

[DeniseEd]

Mine has been almost a month straight and I've done EVERYTHING including what factory reset.  By the way, my issue has been on/off for the past 1.5yrs of owning the device.  The more often it happens the more excuses I get.  

I recieved my device when it was first released in Canada. Sept 2020.  The sleep stage tracking has been the biggest issue yet I don't change anything.  Seems, if I'm lucky now, I can get a sleep stage if I have my band so tight my hand and wrist are swollen by morning.  Otherwise I get a useless sleep length, restless stuff.  Also, my phone is on my nightstand and my watch will lose connection with it - that also seems to cause an issues for some stupid reason.  

I stopped wearing my watch altogether for 1 whole week and did a full reset with app and watch and still same.  Last time my watched worked properly for ANYTHING without issues was when I stopped wearing it for 5 months.  Did a complete dump of everything - AGAIN.  Then is worked perfect for about 3 months then Google took over.  I've had 6 months without issues occurring with this Fitbit Sense.  The first 6 months of its original release.  

It's really sad and frustrating