(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.

[Georganne]

I lost my sleep stages tracker four days ago. 

[She1agh]

Perhaps worth changing heart rate tracker from "auto" to "on" at least that worked for me for last night

Sent from my iPhone

[Kathlyn]

Still no sleep stages again today. 

[Lucky19]

Still not working on 9/4! So frustrating!

[sarbo]

The Atla HR does not have an auto option, so we are at the mercy of Fitbit. 

[LAinChgo]

Thanks for the input. I'l try that tonight. Glad you found something that work and hope is permanent, please keep us all informed!!

I have a new Charger2 and originally had 17 days sleep stages then 1 day sleep patterns then 1 day sleep stages and Last Night back to sleep patterns.

I'm a little surprised that you were given that information since Matthew had committed to inform this thread of the results from the Fitbit team that's addressing this issue since it is affecting too many customers, who are also experiencing similar frustration felt by many customers back in March 2017 and May 2017 with "not the same but similar" issue.

IMO I think he meant that back then a Sleep Stage/Pattern problem was fixed but now the cause of problem is different but still causing the same issue, again IMO!

[KarenKeet]

That seems like a temporary solution at best as the on mode eats battery life big time.

Karen Keeter

[EricaLange]

That worked for me as well, but I don't want to continue like this and suck battery life.

[She1agh]

I know but I can live with that if they fix the bug quickly

Sent from my iPhone

[servantluke]

It's been 4 nights already...

[Mike_N]

I'm definitely seeing this too. Alta HR and iPhone 6s+.  Last four days in a row. No useful sleep data. The sleep tracking feature is probably the main reason I bought this thing. 

Between this problem and the requirement for connected internet just to sync the tracker to my iPhone, this thing is headed for my "old watch" drawer.

[LAinChgo]

Hey Mike,

I read your porting regarding sync needing Bluetooth and Internet so I tried to sync without the internet and just with the Bluetooth only I was able to sync with my phone.

I read Fitbit's description regarding sync and they do make it sound like you need both Bluetooth and Internet when you actual don't. I hope your not having Bluetooth issue besides Sleep Stages vs. Patterns.

One thing that we as a species on this planet have not conquered completely is how we communicate with each other, even in the same language we can still mess it up.

[rahigle]

Sleep Stages returned for few not all last night and perhaps that means they are working on 'it' whatever it is. I put my heart set to ON for the last two nights with no difference (I have a CHARGE 2) while my wife's sleep stages returned last night and she has an ALTA HR. 

pb

[Walida]

I have an Alta HR and have not had sleep stages for the past 4 nights (beginning on September 1). I specifically bought my device for this feature so I am not pleased that the issue has not been corrected.

Sent from my iPad

[Mike_N]

Hi LAinChgo -

Thanks much for writing back. Strange problem.

On a recent camping trip I had "no service" displayed consistently on my iPhone, though Bluetooth was working fine. Any attempt to sync just got me a blank app screen, reported by a few other users also. No sync at all. 

But a trip out to the highway got me one or two ticks of cellular and it sync'd just fine. I repeated this cycle several times over as many days. Seemed consistent. 

When I inquired with Fitbit, I got the following:

-----

We'd like to share with you that you can't sync the tracker without internet connection, This is not a bug because this is one of the requirements that Fitbit has to have connect the tracker with the Fitbit App. If you sync your tracker with a mobile device that has internet connection all the data is transmitted to the Fitbit App since the information is stored in the App and not in the mobile device.

-------

That description, though the writer seemed to mix terminology confusingly, sounded pretty definite -- and it didn't make me happy. I'm wondering if this problem varies with the model or something. A friend using android, but same Fitbit model got a message on his screen saying he must connect to the internet to sync.

So now I'm really confused. Apparently works for some and not for others.

Also, sleep stages worked Friday night 9/1. Not since. Hoping it'll get worked out soon!

==Mike

[Mike_N]

I'm totally with you on this one, Walida. My situation is identical to yours. My frustration ditto.

[Mike_N]

Interesting. Mine worked on 9/1 but nothing since. Wonder why they're monkeying with the sleep code anyway. It seemed to work before...

Cheers!

[AlessFitbit]

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. 

[AlessFitbit]

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.