Sense won't track my sleep score

[Myeika]

Hi. When I first set up my new Sense a few weeks ago the Sleep Score worked great for the first 6 nights and on the 7th it didn't. Then it worked great for the following 4 nights and stopped for 2 nights. Then it worked for the next 2 nights, and since then has not given me a sleep score at all. Yes I get the basics, but not the in-depth information. I have gone through all the posts on the subject I can find, I have a good strap, not too tight or loose,  I have tried different position on my left wrist, and no change. With the slow decline of the reading out puts and no changes from me, is this a sign of a problem with my sense? Should I return it for a replacement? 

Moderator Edit: Clarified subject

[MarreFitbit · Accepted solution]

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

Keep in mind that you must see sleep stages in order to see your sleep score information. Please swipe left on the Sleep Score graph, here you can see information about your weekly sleep average and sleep duration. To get more detailed information, see What's sleep score in the Fitbit app?

With that in mind, I recommend considering the following in order to get sleep stages:

• 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?

Hope this helps. 

[Myeika]

Hi.
Many thanks for your reply.
I was getting it all, the sleep stages and the score, but then it stopped
for a day, then started again then stopped for 2 days, then started again
etc.. Since my posting, I have watched a YouTube video where it said if you
had this problem to 1st - check your strap wasn't too tight.. Mine was on a
scrunchy strap, so I changed the strap to a looser one. And then it said
2nd - to sync your sense to your app at least 2 hours before going to bed,
which I did.
Since doing those 2 stages, it is all now working great, with no more
issues.
Again many thanks.

[MarreFitbit]

@Myeika Awesome! I'm glad to hear you managed to solve the issue. Thank you so much for sharing the steps that worked for you. 🙂

I would like to invite you to visit our Health & Wellness where you will find great tips and encouragement from other members.

Happy stepping! 

[jafar7]

Hi Myeika, sounds like you have solved your problem. I had a similar problem, where it had worked pretty well (with an occasional failure) and then all of a sudden, I failed to get sleep scores. I did a reset by holding the side buttons for 10 seconds, and Walla, it has been working ever since. If that doesn't work next time, then also try resetting your phone.

[Myeika]

Hi.

Thanks for your reply.

Although I thought I had sorted it out, I'm still getting issues with it,
only every few days I can get a run of it only giving me basic sleep
details, which it says is due to my tracker not being able to get a
consistent heart-rate reading while I slept.
I am also mostly unable to get an ECG reading, maybe both issues are due to
the fact that I have an ectopic heartbeat!
I don't know.

[jafar7]

Hi Myeika, I have had the same problem and by resetting (hold side buttons for 10 seconds until is shuts down) it did start to work again. However, I still

have nights were I get only the simplified score. I have an iPhone and restarting that might have helped. They do suggest wearing it two fingers width above your wrist bone. It is frustrating, but it works most of the time.

[Myeika]

Hi.
Thanks for your reply.
Yes, I have reset it by holding the side button.
I have also tried different positions for it on my arm, but it still does
it...
Looks like I'm just going to have to live with it playing me up like this!
Thanks again

[LMR0922]

I am having similar sleep and ECG problems. I posted about it a couple of weeks ago.  I pay for Premium to get this detailed info and it has worked consistently for at least a year.  Both sleep stages, HRV and Breathing scores and ECG  stopped working at the beginning of Jan

then after a week suddenly started working again for about a week and now it is not again.

i really think it is something in their software and they need a fix.  So frustrating!!!  I have been a fitbit fan for years but now Google owns it and I am so disappointed in this.  

[Myeika]

Yes I agree, that is why I have the premium too, as I want to keep track of
this information!
Very very frustrating indeed, if it carries on like this I will no longer
have and pay for the premium, as its a waste of my time and money!

[LMR0922]

Suddenly my watch has started working correctly for the last few days now. Fingers crossed that it will continue like this!!

[Myeika]

Hi, you're lucky!
Mine has only tracked 1 night of sleep all week
I have tried everything, even cleaning the sensor area before I go to bed,
but nothing makes any difference to whether it tracks or not!
I'm really fed up with it.

[Myeika]

I have had enough of this, and have returned my sense. I'm going to look at getting a different fitbit now, hopefully the new one will work better!

Thanks for all your suggestions 

[jafar7]

Bummer, don't know what to say. Mine has been very reliable! Perhaps
contact Fitbit; maybe they'll replace it, particularly if it is at least
close to the 1yr warranty date.
--
Jerry Fahrmann

[jafar7]

After you get your new one, let us know your experiences with it.

--
Jerry Fahrmann

[Myeika]

Hi, thanks for your reply. I have returned it to amazon, and got a refund
as it was only 3 mths old. I am going to try a different one!
Hope yours keeps working OK.

[Myeika]

Hi Jerry.

I actually got a totally different make. It monitors my sleep & heart rate and everything perfectly, plus I don't have to pay for the extra app data 😉 
So sad that fitbit let me down!

[jafar7]

Glad you found something that works for you! Mine still works fine, but
does require the occasional reset of my iPhone and/or Fitbit. Regarding
the data costs, that is puzzling. Perhaps your phone plan provides very
little data? I just checked mine and it has only used 384 MB for the
current period (whatever that is) but that is tiny.

--
Jerry Fahrmann