Not getting sleep stages on Alta HR.

[Effiey]

Hello,

I just got my new Fitbit Alta HR, but it showed “no stage” after I woke up in the morning. Yes, it was synchronized. I don’t know what wrong with it? Anyone have an idea?

Thank you so much!

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Effiey, thanks for joining the Fitbit Community, it's great to have you on board the Fitbit Community. 

Thanks for bringing this to my attention. Tell me, have you restarted you Alta HR yet? If so, please note that the Fitbit app currently has in-app error notifications that provide an explanation for why you aren't receiving Sleep Stages on any given night. This is meant to provide insight into what might be occurring to cause this.The error messages are the following:

1. We need more than 3 hours of sleep to reliably calculate your sleep stages. Learn more
2. Your tracker couldn't get a consistent heart rate reading while you slept. Learn more 
3. We couldn’t generate sleep stages for this sleep. Please try again tomorrow. Learn more

When you tap on Learn more, you will be able to get more information about why your tracker didn't record sleep stages. Additionally, I'd like to suggest the following:

• For any of the nights you were expecting to see Sleep Stages, did you ever click on the "Begin Sleep Now" or "Add Sleep Log" functions within the Fitbit App?
  • This is important to note because your tracker uses auto-detection to track Sleep Stages; so there's no need to try and remember to click on anything before falling asleep! 
• Do you have at least 3 consecutive hours of sleep?
  • This is important to note because you typically won't see sleep stages if you are waking up multiple times through out the night or taking short naps.
• Your tracker's battery isn't at a critically low level prior to falling asleep.
• Your device is tracking and syncing heart rate data.
  • This is important because Sleep Stages uses a combination of your movement and heart-rate patterns. 
• Your Fitbit App is updated to the latest version.

I hope this can be helpful, give it a try and keep me posted in case you need anything else.

[Effiey]

Hello, 

Thank you for your response. 

For the 3 consecutive hours of sleep, does that mean between two restless times? 

For the heart rate, should I turn it on or off to see the sleep stage?

Thank you!

[MarcoGFitbit]

Hello @Effiey, I hope you're doing well, thanks for taking the time to reply. 

When the app says you need to have at least 3 consecutive hours of sleep that means that the entire sleep log should be at least 3 hours, that includes restless time. 

For the heart rate, please turn it on, the heart rate readings during the night are necessary for the app to calculate your Sleep Stages. 

I hope this resolve your inquiries, if there's anything else I can do for you, please feel free to reply. 

[Effiey]

Thank you for your help!

I still have problem with my alta HR, and even worse now.

No exercise tracking and incorrect sleep reading (It read Monday's sleep for me today this morning, and I didn't event start the day!)

Is that possible I get a replacement?

Thanks!

[MarcoGFitbit]

Hello @Effiey, I appreciate you have taken the time to reply and for trying the troubleshooting steps I've provided earlier. 

I have checked with our Support Team and noticed you have a case already created with them. At this moment our team will look into this issue and provide you with some options. Please keep an eye on your email inbox for further instructions.

In case you need anything else, please feel free to reply as well. Happy stepping.