Problems with automatic sleep tracking with Surge

[angeldooley]

Help!  I finally got my Surge about a week and a half ago after waiting since January 6th.  I was soooo excited.  However, the automatic sleep tracking did not work.  The only way I could get any sleep stats was to manually go in and tell it I was going to sleep.  I know this is a small thing, but one of the main reasons I spent the extra money and upgraded to the Surge.  After working with customer service for a week, they were kind enough to send me a replacement.  I received that yesterday.  Got it all set up and going last night.  I woke up this morning at 7:30 am CST.  It is now 9:57 CST and there is no sleep showing up on my dashboard.  I have synched several times and I also restarted by Surge before going to bed last night.  I know I am not the first to complain of this so is this just a software glitch that will be fixed or do I give up, ask for a refund and try a different tracker?  Ugh......

[SteveH]

Are you perhaps a very restless sleeper? I'm just wondering if your Surge doesn't think you are sleeping at all!

What sensitivity setting do you have in your profile? - https://www.fitbit.com/settings/device

[angeldooley]

Steve,

Thanks for the advice.  I have tried that.  Worked with customer service over and over and didn't get it resolved.  I have tried both settings with the sensitivity with the same result.  I don't think I'm restless, tend to get up a few times to use the restroom, but that's about it as far as I know.  It will track if I do it manually.

[SunsetRunner]

Are you wearing it a bit to loose or to tight? Personally wear so have a finger space between the tracker and the wrist.

[Gandhi]

StefanC

I do that while wearing my Surge too 

[EdsonFitbit]

Hello everybody! It's great to see that you've visited the Fitbit Community! @angeldooley I am very sorry to hear about the inconveniences you have experienced with your Fitbit Surge. Thank you for your patience during this process and for giving a second chance to our product.

I would like to recommend a different workaround that might resolve your issue. The autodetect sleep mode on the Surge is based on your movement and your heart rate, so we can try working on the HR feature. Could you please measure your heart rate by following these instructions. Then, input your minimum and maximum heart beats here; under the "Heart Rate Zone". Please monitor your sleep once again to see if this resolves the issue. If not, you can turn off the heart rate monitor option here and try one more time to track your sleep. Please keep me informed what results you obtained after following the above instructions.  Thanks @SteveH @SunsetRunner @Gandhi for your great support!

[angeldooley]

Edson,
Thank you for the suggestion, but that did not work either. My Surge is
still not automatically logging my sleep. Unfortunately, I have given up
and just do it manually each night. Is this something the engineers are
working to improve?

Angel

[pwiggins]

I have the same problem and the SOLE purpose for me purchasing this was the Doctor wanted me to buy it to keep track of my sleep. If I have to enter it manually, a notebook would be cheaper.

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@Edson wrote:

Hello everybody! It's great to see that you've visited the Fitbit Community! @angeldooley I am very sorry to hear about the inconveniences you have experienced with your Fitbit Surge. Thank you for your patience during this process and for giving a second chance to our product.

I would like to recommend a different workaround that might resolve your issue. The autodetect sleep mode on the Surge is based on your movement and your heart rate, so we can try working on the HR feature. Could you please measure your heart rate by following these instructions. Then, input your minimum and maximum heart beats here; under the "Heart Rate Zone". Please monitor your sleep once again to see if this resolves the issue. If not, you can turn off the heart rate monitor option here and try one more time to track your sleep. Please keep me informed what results you obtained after following the above instructions.  Thanks @SteveH @SunsetRunner @Gandhi for your great support!

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[Nickring]

I am having this exact same issue. I have to manually log the times when I am a sleep and awake. My GF purchased the same Surge Fitbit on the same day; although she uses IS and I use Android - hers works and mine does not.

Is there any reason why this may be the case?

[EdsonFitbit]

Thanks for taking a break from stepping to visit the Community. Please try to update your Surge firmware to the most recent version using a computer. You can follow these instructions. This should settle everything up.

Catch you later. 

[Nickring]

Its 3 days old.... I was forced to update the firmware when I registered the device.

that bing said - i still followed your instructions and installed the dongle and Fitbit Application in windows and it told me that the device is up to date....

Any Ideas?

[angeldooley]

Yeah, I went through every step they said, I still have to tell mine I go to sleep every night and wake up every morning.  Very inconvenient, especially since that was one of the reasons I decided to splurg on the Surge.  What a mistake.....I should have just gotten the Charge HR and saved myself $100.....

[EdsonFitbit]

@Nickring @angeldooley Thanks for the update. At this point I would recommend contacting Customer Support. They will be happy to take a closer look at your case and might provide further assistance.

Thanks for stopping by, see you around.