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Sleep Tracking Problems

‎08-15-2021 05:23

‎08-15-2021 05:23

I have searched high and low to find answers to this dilemma.  I have also contacted the FitBit chat help line and have reported this repeatedly, but have never found an answer to this issue.

 

I have the FitBit Sense (only about 6 months old) and use an iPhone.  My Sense works great in almost every way.....except when it comes to sleep tracking.  When it works, it reports everything fully...and seems to be accurate.  The problem is that, every week or so, I will have one or two nights when the sleep tracking will randomly stop.  For example, last night, I fell asleep around 8:00 pm (I was recovering from a couple of very late nights), and slept until 5:00 am this morning.  When I checked my FitBit, it tracked me sleep from 8:00 pm until shortly after mid-night....and reported only 4 hours sleep.  As is typical for when this happens, neither my FitBit nor my iPhone was low on battery.  Plus (as is also the case every time this happens), I can see heart rate data continued to be reported during this missing time (from 12 midnight to 5:00 am). The fact that heart rate tracking is never disrupted makes me infer that the problem is NOT the way I am wearing the watch, nor the wifi connection, nor any other environmental issue.....and it is NOT because I am sleeping less than three hours (If I have one more rep tell me that is the issue, I just might scream)

 

I have done ALL the troubleshooting steps suggested (restarting, reloading, reconnecting, etc.) and even though I explain that I have already done so, I follow the directions from the CHAT HELP to do it yet again...every time I call to report this problem.  I cannot get any of the reps to understand that my issue is not how to FIX the issue so that it will work the following night (as I have always been able to do so), it is WHY I should have to wonder every day whether or not the tracking will work that night and what is causing the interruption of my sleep tracking. 

 

Surely, there is a system issue for this to keep happening?  

Best Answer
8 REPLIES 8

‎09-17-2021 07:08

‎09-17-2021 07:08

I have this same exact issue, (with my Inspire2) and its so frustrating. I'm so confused, like it must not be a common issue if nobody has a solution, so... Idk. Just, why? 

Best Answer

‎09-17-2021 08:55

In response to Lynx504

‎09-17-2021 08:55

I finally got them to agree to send me a new replacement.  I am not very hopeful that this will fix it, since it is being mentioned by so many.  Think it is a problem with the platform, and not just a 'lemon'
Best Answer
0 Votes

‎09-18-2021 07:30

‎09-18-2021 07:30

I have a Charge 2 and for the past seven days it will only give me a basic sleep record. I to have searched high and low trying to resolve the issue. I have logged out and back in, never changed settings but checked them anyways. Going to call Fitbit and see if they have switch to needing a Premium Account to get the detailed record of sleep verses basic. 

Best Answer

‎09-18-2021 14:43

‎09-18-2021 14:43

I experience the same problem with my Charge 4. Usually it works fine, but about once every 10 days it glitches out and acts like I got up hours early, or never went to bed at all. I’m on the verge of taking sleep off my dashboard display, since it so routinely infuriates me. And don’t even get me started on the sleep scores themselves…. 

Best Answer

‎09-19-2021 10:53

In response to VioK423

‎09-19-2021 10:53

So I ended up getting the issue resolved! The gal I spoke to on chat at fitbit.com had me do a reset on my Fitbit Charge 2 while on the charger and she on my account. So far it seems to have worked! I got a sleep score last night and supper happy about that! I think they made some changes to the sleep portion of the app and for some reason even when update was done to app it did not update the actual watch. But once the reset was done while on charger, she and I seem to get things working. Hope this helps everyone. 🙂

Best Answer

‎09-24-2021 08:10

In response to Waterofstars

‎09-24-2021 08:10

Mine has done the exact same thing. What did they say?

Best Answer
0 Votes

‎09-24-2021 08:44

In response to Leeker

‎09-24-2021 08:44

They are replacing my watch.  Had to mail the old one back before they would send the new one.  It has taken since Sept. 2nd and I am still waiting to receive it.  Do not have much faith that this is a real fix, since it seems that many have the same issue.  It must be a problem across the board, and was not just a "lemon."  However, it was worth a try before I decide to abandon fitbit altogether. 
Best Answer
0 Votes

‎09-26-2021 05:44

In response to SunsetRunner

‎09-26-2021 05:44

I have been experiencing the same issue for some time now on my Versa 2. So the problem has been out there for awhile. My husband also has the Versa 2 and his sleep tracking works without issue, always.  Unfortunately I've never contacted Fitbit about this issue and don't look forward to the same process you had to go through for replacement.  Anyway, thanks for sharing your issue!

Best Answer
0 Votes