(RESOLVED) 9/3 - Received Classic Sleep rather than Sleep Stages

[MatthewFitbit]

9/7 Update: 

Thanks everyone for your patience while we investigated this issue. We acknowledge there was an abnormally high number of users not receiving sleep stages since this past weekend. Our team has confirmed this issue has since been resolved. It's still possible for users to receive the simplified sleep patterns due to the reasons mentioned in this help article. Thanks again for your patience and understanding.

9/5 Update:

Hi, everyone! I know many of you still haven't received their Sleep Stages, beginning since this past weekend. Our team is actively investigating the root cause and we hope to have this fixed for you all soon. I'm going to close this thread and would like to re-direct you all to your tracker's thread for future updates.

If you own a Blaze, Charge 2, or an Alta HR. Please follow or subscribe to those threads for updates on this issue with Sleep Stages. I will keep those up to date with any new information. 

Thanks everyone for your cooperation! We really appreciate your patience. 

9/4 Update:

We are continuing to investigate this issue, and understand that some of you are still not seeing Sleep Stages. Thanks again for your patience while we work toward a resolution. Here are some answers to questions that have come up around the issue:

Q: Is there something wrong with my tracker? Does my tracker need to be replaced?

A: No, there is nothing wrong with your tracker. This is a bug within Fitbit's sleep system.

Q: Am I not receiving Sleep Stages because of my app version or tracker firmware version?

A: No, this is not directly related to your tracker or app. This is a bug within Fitbit's sleep system.

Q: Do I need to contact Fitbit to get this resolved?

A: No, you do not need to contact Support. This issue is not specific to any accounts, and we are working to get it resolved for all customers.

Q: When will I see Sleep Stages again?

A: We are working hard to implement a fix for this top-priority issue, and hope to have it resolved as quickly as possible. We will update this thread as soon as we have more definitive information.

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We are aware of an issue that resulted in some customers receiving Classic Sleep graphs rather than Sleep Stages over the past few nights.

We apologize for the inconvenience, and our team is looking into this to prevent it from recurring.

[pursestar10]

That has to be very frustrating.  I had absolutely no problems with it at all until three nights ago and I had done nothing differently so I figured it had to be an internal issues.  The joys of technology, when it works it's great when it doesn't it's super frustrating!

[Roberpa005]

I am still having this issue today. Any news on when it will be fixed. 

[MatthewFitbit]

9/4 Update:

We are continuing to investigate this issue, and understand that some of you are still not seeing Sleep Stages. Thanks again for your patience while we work toward a resolution. Here are some answers to questions that have come up around the issue:

Q: Is there something wrong with my tracker? Does my tracker need to be replaced?

A: No, there is nothing wrong with your tracker. This is a bug within Fitbit's sleep system.

Q: Am I not receiving Sleep Stages because of my app version or tracker firmware version?

A: No, this is not directly related to your tracker or app. This is a bug within Fitbit's sleep system.

Q: Do I need to contact Fitbit to get this resolved?

A: No, you do not need to contact Support. This issue is not specific to any accounts, and we are working to get it resolved for all customers.

Q: When will I see Sleep Stages again?

A: We are working hard to implement a fix for this top-priority issue, and hope to have it resolved as quickly as possible. We will update this thread as soon as we have more definitive information.

[CrazyFlipper]

Pleased to see I'm it's not just me with this issue after three days. Fingers crossed for a resolution soon.

[LAinChgo]

Great News Matthew!

This is exactly what "we" frustrated customers have been wanting/expecting to know!

Thank you for the update!

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@MatthewFitbit wrote:

9/4 Update:

We are continuing to investigate this issue, and understand that some of you are still not seeing Sleep Stages. Thanks again for your patience while we work toward a resolution. Here are some answers to questions that have come up around the issue:

Q: Is there something wrong with my tracker? Does my tracker need to be replaced?

A: No, there is nothing wrong with your tracker. This is a bug within Fitbit's sleep system.

Q: Am I not receiving Sleep Stages because of my app version or tracker firmware version?

A: No, this is not directly related to your tracker or app. This is a bug within Fitbit's sleep system.

Q: Do I need to contact Fitbit to get this resolved?

A: No, you do not need to contact Support. This issue is not specific to any accounts, and we are working to get it resolved for all customers.

Q: When will I see Sleep Stages again?

A: We are working hard to implement a fix for this top-priority issue, and hope to have it resolved as quickly as possible. We will update this thread as soon as we have more definitive information.

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[Shazzagee]

Agree. It's been three nights now. 

[Shazzagee]

Totally agree v

Sent from my iPhone

[llodea13]

Sleep stages are still not working for me on my iPhone.

[Pumacat]

This is the third day for me that I've been seeing classic sleep stages. I really need the more intuitive version as I use this to track my lucid dreaming and astral travels. I hope this gets fixed soon

[lunarchic]

Have not had sleep stages since 22nd August, before that it worked perfectly.

[Alicat2104]

Same problem here. I might try wearing my old Charge HR for sleep tonight and see what happens. 

[SaskiaW.]

Fix this asap! Another night without the sleep stages! In the Netherlands it is now september 5th, since the latest Fitbit update no sleep stages! 

[SARPilot]

Yes, both my wife and I lost the sleep graph on our charge 2's and went to the old way about four days ago. We are traveling through time zones over the next few days and it would be nice to get this resolved. 

[She1agh]

Hi
Today the sleep stage display return. The only thing I did differently was change the heart rate tracker from AUTO to ON.

Below the advise I received from Fitbit
>> Set your heart rate tracking from AUTO to ON.
>> Make sure that the tracker is worn snug but not too tight.
>> Try wearing your tracker in your non-dominant hand before sleeping.

Sent from my iPhone

[Alicat2104]

I will try this and see, thank you 🙂

[Pipalco]

I tried that, but my sleep tracker is still the classic version.

[PeterR1947]

I have also had the problem for the past three nights, waiting patiently for the reply from Matthew with a fix!

[EricaLange]

Having this same issue since Saturday night.  This is one of my favorite and most used items on the Charge2.  Any update on how much longer until its fixed?

[Paulh2]

Mines played up for the last 3 nights now ! How long does it take to fix a bug ? 

[She1agh]

Last night I changed the heart rate tracker from "auto" to "on" and this morning the sleep stages re-appeared. Maybe a coincidence if it's a bug but worth a try.