Still no sleep data in app and now sleep average missing from weekly report

[CameraSue]

I previously started a post about no sleep data in my mobile app, but never received any updates about fixing the issue. The app used to show minutes Awake and Restless, and the time recorded as Asleep.

Now it only shows when I sent to sleep and when I woke up.

Then, starting in August, the weekly sleep average was removed from the weekly report. Has anyone else had a similar experience?

[RiekoC]

Hello @CameraSue 

I went back through your post history and see where we tried to figure out why you weren't getting sleep info. It got to the point where there wasn't any other troubleshooting recommendations that I could suggest. 

You mentioned that your Inspire never auto tracked your sleep and that you had to manually start & stop your sleep tracking. Manually tracking your sleep like that should result in the basic sleep graph, like what you used to see: Awake, Asleep, Restless.

I know that there was a recent change to the sleep algorithm that now combines Awake & Restless as Awake. I'm wondering if that's the reason why you're not seeing the basic sleep graph. 

When you get only your hours when you went to sleep & woke up, I suspect that's not enough data for your weekly Fitbit report. 

[CameraSue]

@RiekoC Thanks for looking for my previous post, I appreciate the extra effort.

As you know, the problem with sleep tracking started before the new algorithm was rolled out, and my weekly reports continued to include sleep average. 

What I was hoping to find out was if anyone else is having the same issues, and whether or not someone was working on fixing the issue.

[RiekoC]

Hi @CameraSue 

So far, I haven't seen any other reports in the forums that I usually support about lack of sleep tracking & sleep score issues like you're reporting. There hasn't been anything in the Charge 5/6 or Android app forums. 

I haven't checked the Inspire product help forums to see if others are reporting similar issues. I don't usually check forums for devices that I'm not familiar with. 

If I do come across any similar posts, I'll report back. 

[CameraSue]

@RiekoC Thanks for looking at other forums.

Let me ask this, has anyone reported that the Sleep Average has been dropped from the weekly report?

[RiekoC]

Hi @CameraSue 

So far, I haven't seen any users reporting that their Sleep Average is missing/was dropped from their weekly report. 

I just went and looked at a couple of my old weekly reports and still my Sleep Average. 

I'll keep monitoring the forums and will report back if I see any similar reports like yours.

By any chance, have you tried removing your Fitbit device from the app and add it back as a new device? Sometimes, this troubleshooting step works to get the Fitbit device and app to sync the data better. 

Also, have you tried manually tracking your sleep by starting & stopping the sleep mode?

[CameraSue]

@RiekoC Thanks for your response. I appreciate that you keep track of these issues, and thanks for the update that you are still getting your sleep average in the weekly report.

When the problem initially started, I went through ALL suggested troubleshooting steps with no success. And, with my Inspire, I can only manually start and end my sleep tracking, because my device has never been able to track it automatically.

[RiekoC]

Hi @CameraSue 

Looking at some historical posts, it seems that several Inspire users had trouble with sleep tracking that didn't look like it was fully resolved. 

Manually adding your sleep log should give you at least the basic sleep graph like you got before. And, with your sleep hours logged in the app, that should generate your sleep average in the weekly report. 

For now, please submit this issue using the Feedback option in the Fitbit app:

• Tap your picture in the upper right of the Today page in the Fitbit app
• Tap Feedback in the menu that opens
• Complete the prompt and submit

The feedback reports are received by the team for review. 

You might want to browse the Inspire product help forum (<-- click) to see if anyone else is having a similar problem. It might also be worth reporting your issue there as the Moderators don't visit the Health & Wellness forums as frequently as they do the product help forums. 

[CameraSue]

@RiekoC Thanks again for following up. I went through the forum you mentioned and I have not seen a post about the weekly report not including the sleep average any more. I'll try the feedback in the app option to report my issue.

[RiekoC]

Hi @CameraSue 

You might consider reporting your issue to Fitbit Support (<-- click), too. Complete the prompt in Step 1. Tap Continue in Step 2 (ignore Resources, you've already done this part) to get to Step 3, which has the contact options.

Although I don't think that Support will be able to provide much in the way of help for your Weekly report issue, you can let them know that you are formally reporting a bug issue. As best as I know, bug reports should be tracked and reported to the team.