Getting simplified sleep instead of Sleep Stages

[ronlayters]

my App has started only showing simplified sleep data - no details of sleep stages. I asked friends and they are having the same issue.

Moderator Edit: Clarified Subject.

[LizzyFitbit]

Hi @SunsetRunner and @tampabebe. Welcome on board. @Saskinn and @fmart1, I'm glad to hear from you. I'm sorry for my delayed response.

@SunsetRunner, @tampabebe and @fmart1, thanks for bringing this to my attention, as well for sharing your feedback in regards to our Support Team. I'm sorry about the inconvenience experienced with the sleep stages feature, and appreciate your efforts in troubleshooting your devices. To look into this, please confirm the following:

• Did you use the "Begin Sleep Now" or "Add Sleep Log" functions within the Fitbit App?
• Do you have at least 3 consecutive hours of sleep?
• Was your device’s battery critically low when you went to sleep?
• Is the heart rate working correctly? If not, do you see any green light on the back?
• Do you have both, your device and the Fitbit app updated to the latest version?

@Saskinn, thanks for taking the time to share your feedback about your experience. We continue to grow and improve our Fitbit products based on our Community posts, and your comments are greatly appreciated.

 I'll be around, so keep me posted.

[fmart1]

Hello,

Thanks for your reply. Here are my answers, which I already answered to several fitbit representatives trying to help me:

• Did you use the "Begin Sleep Now" or "Add Sleep Log" functions within the Fitbit App?
• NO. Maybe I should try that?
• Do you have at least 3 consecutive hours of sleep?
• YES
• Was your device’s battery critically low when you went to sleep?
• NO
• Is the heart rate working correctly? If not, do you see any green light on the back?
• YES and YES
• Do you have both, your device and the Fitbit app updated to the latest version?
• YES unless it has changed during the last month.

Hope it can get fixed some day.

Fmart

[BlackRoseGS]

Sarah...I’m with you. Since May 2nd, BOTH of my devices (Versa & Charge2) give me only simplified sleep. Have tried all of the “official” fixes and some of the voodoo ones. Nothing. And Fitbit is zero help. I’ve been with them for years, but I’ll be leaving for an Apple Watch 4 which recently went on a bit of a sale. See ya, Fitbit!

[LizzyFitbit]

Hi @fmart1, I'm glad to hear from you. @BlackRoseGS, welcome to the Community Forums!

@fmart1, thanks for providing me with the requested information. Just to clarify, the "Begin Sleep Now" function is to manually log your sleep, and while it'll not generate the sleep stages, I appreciate your willingness in trying this option. Just one more thing, let me know your Fitbit model, as well if you've tried using it on your other wrist. Also, I'd recommend to try the following steps:

1. Go to the Fitbit app and tap the Account icon.

2. Tap on your device's icon and then on heart rate.

3. Switch the heart rate settings to "Off" and sync with the Fitbit app.

4. Wait 10 seconds, switch the heart rate settings back to "On' and sync with the Fitbit app.

5. Make sure the All day sync option is enabled.

@BlackRoseGS, thanks letting me know about your Charge 2 and Versa, as well for the troubleshooting steps that you've tried. I'm sorry for this inconvenience, thanks for sharing your feedback. This will not go unnoticed as our team constantly works on our products based on the Community posts. Let me know if you change of mind, so I can work with you on this situation.

I'll be around, so let me know how it goes.

[Jackmaya]

I have the same problem as soon as the my charge 2 became 1 yr old is stop giving detail sleep summery. 

I do think this is a sale gimmick for you to buy a new one every year. Not worth it sorry.

[Jackmaya]

I have the same problem as soon as the my charge 2 became 1 yr old is stop giving detail sleep . 

I do think this is a sale gimmick for you to buy a new one every year. Not worth it sorry.

[fmart1]

Mine only gave it a few times. Fitbit sent me a replacement one, but it NEVER worked anyway. They certainly need to work on the feature, it doesn´t seem to be perfected enough. So far looks like, as you say, a gimmick to sell.

[LizzyFitbit]

Hi @Jackmaya, welcome to the Community, and I'm sorry for the delay in my response. It's nice to see you around @fmart1.

@Jackmaya, I'm sorry to hear that your Charge 2 stopped generating sleep stages. I see where are you coming from and thanks for taking the time to share your thoughts about this situation. As you may know the sleep stages are calculated based on your sleep and heart rate data, when you have at least 3 consecutive hours of sleep. That being said, may I know if the heart rate is working correctly? If not, do you see the green light on the back?

@fmart1, thanks for getting back, and I'm sorry about the experience that you've had with the previous and current device. Our team constantly works on every device to improve them, and be sure that I'm here to help you. Just to confirm, have you checked the information posted above? Also, may I know the message displayed on the Fitbit app when you tap on the sleep log?

I'll be around, so keep me posted.

[BlackRoseGS]

Lizzy...still nothing on my Versa as far as tracking sleep stages. Simplified sleep results only. 

Since it stopped abruptly, and I've done ALL of the solutions with both the unit and the app,

it HAS to be the unit itself (I would suspect). As stated, I've had this issue with other Fitbits

in the past. Would you be willing to work with me via email to try to get this rectified in some

fashion before I'm forced to leave the family? Thanks.

[fmart1]

Hello, 

Thanks. I had been busy and missed that info, but I've tried your steps now (switching heart rate off and so on). I'll see what happens and I will let you know..

I'll try switching wrists as well.

You asked me my device's model? Besides being a charge 2, is there anything else I should check? 

Thanks  

Fmart

[LizzyFitbit]

Hi @BlackRoseGS and @fmart1. It's great to hear from you again.

@BlackRoseGS, I appreciate you for getting back, and I'll be happy to work with you on this situation. There are some factors that may prevent you from receiving sleep stages which were mentioned in the post above. If you've taken that information into consideration, please let me know whether the heart rate is working fine on both, your Charge 2 and Versa. Also, what is the message displayed in the Fitbit app when you're checking your sleep log?

@fmart1, thanks for replying back with requested information, as well for your willingness to try the steps posted above. If the sleep stages are still not generated, please provide me with the message displayed in the Fitbit app when you tap on the sleep log?

Keep me posted.

[BlackRoseGS]

• Did you use the "Begin Sleep Now" or "Add Sleep Log" functions within the Fitbit App?  NO
• Do you have at least 3 consecutive hours of sleep?  YES
• Was your device’s battery critically low when you went to sleep?  NO
• Is the heart rate working correctly? If not, do you see any green light on the back?  YES
• Do you have both, your device and the Fitbit app updated to the latest version?  YES

App states (as it does each and every morning; "Your device couldn't get a consistent heart rate reading while you slept." That is followed by the "MORE" link which takes me to the Help page which asks me the same questions as above and it's all just a vicious unending circle at this point. 

[LizzyFitbit]

Hi @BlackRoseGS, I'm glad to see you here again.

Thanks for getting back with the requested information, and sharing the message displayed. As you may know, while you’re sleeping, your Versa tracks the beat-to-beat changes in your heart rate. This is known as heart rate variability (HRV) and fluctuates as you transition between the various sleep stages. The HRV data is different than standard heart rate data, so, although you get steady heart rate data throughout the night, the Sleep Stages will only be generated if your device recorded enough information. And even if you're getting sleep data, take in mind that receiving Sleep Stages can be affected by a combination of your movement during sleep, HRV data, and personal physiology.

I see where are you coming from and I'm sorry that you've had this experience. Please continue using your device, making sure of the tips posted through this thread. Thanks for your patience and I'll be around if you need anything else.

See you around.

[fmart1]

I did the heart-rate switching thing, and waited for a few days to see what happened, but no good results so far. Same as usual, only simplified sleep.

I'll try switching wrists.

[fmart1]

My issue is similar to yours: I've already had the device replaced, and still no results. In fact, with my very first device I got sleep stages a few times (maybe 3 or 5 times in total), but the last one I got was setember 2018 I think, and never ever again ever since, no matter the device.

Regards,

Fmart

[Rickel]

same here too really funny 

[LizzyFitbit]

Hi @fmart1. It's nice to see you around. @Rickel, welcome to the Community Forums.

@fmart1, I'm sorry to hear that your Charge 2 is still generating the sleep patterns, and thanks for trying to wear your device on your other wrist. To continue working on this, may I know the message displayed on the Fitbit app when you're checking your sleep log?

@Rickel, thanks for joining the conversation. Could you please verify the information posted above that explains what factors may affect the sleep stages? Also, let me know your Fitbit model. In the meantime, I'd recommend to restart your Fitbit device to refresh its performance.

Keep me posted.

[Nikita_K]

I just had the same issue, checked the app just now to find that for the past 6 day I have gotten simplified sleep data, is there any way I can get it to give me the basic data for those days instead?

[Inemi]

Since 27.07.19 I am having the same issue. Not even one night it tracked properly. Any ideas how I can resolve? (I am not using manual sleep, my fitbit app is updated and I sleep more than 3 hours). 

[Barbs501]

Basically fitbit don’t have a clue how to fix it after at least 18 months of people complaining, so it’s a case of putting up with it or moving on!

Sent from my iPhone