| Date | Writer | Content |
| 11/14/2015 | Me | Nov 14, 5:12 AM My new Shine 2 is not recording sleep data. I assumed the Shine 2 was a better-updated version of my Shine 1 (which I still need to return for warranty replacement). Was the Sleep function removed? Also, why won't it synch at all unless my phone has a strong wi-fi signal? I tell it to sync and the Shine 2 responds immediately with a spinning circle of blue lights, but the app will not update until I have a WiFi signal. Order Number #100039300 Attachment(s) 1447452750-20151113_170401.jpg |
| 14-Nov | Misfit | Thanks for contacting us!
Your request (#381246) has been received. Our support team will respond to
you shortly. In the meantime, feel free to take a look at our help page (http://www.misfit.com/support) where you might find the answer to your question. Please reply to this auto-response email if you have further questions. Thank you very much! Misfit Support Team |
| 15-Nov | Misfit | Nov 16, 10:51 AM Hi Jennifer, Thank you for contacting us. Please note that internet connection is required when syncing your Misfit device. Regarding your sleep tracking issue, could you please provide ALL of the following information so I can investigate further: - The email address you are linking your device with. Go to: Me/Profile> Settings (top right)> Account Info) - Specific date(s) when this issue happened - Screenshots of your sleep data page - What is your sleep time range (start and end time)? Did you go to bed at a different time on any day? - Do you have any sleep habit e.g waking during sleep or not falling asleep easily? I will try my best to help you resolve the issue. Thank you so much for your effort. Best regards, Valerie | Misfit Support Team |
| 20-Nov | Misfit | To: Misfit Shiners help@misfit.com ##- Please type your reply above this line -## Hi there, I have not heard back from you after my last response. If the issue has been resolved, you can disregard this message. If you have additional questions, please let me know. We are happy to help! Thanks, |
| 22-Nov | Me | 11/22/15 To: Misfit Support Sorry for the delay in response. Yes I do have goals set. There is no error message, just no data in the sleep section after syncing. I did finally get one tiny bit of data to show up last night. However, it did not notice when I returned to sleep and failed to register the rest of my sleep time. I bought this thing to chart my sleep. The old one was doing quite well until it malfunctioned. Sometimes I would have 2 or 3 sets of sleep data for a day. So what is going wrong with this one? And forget going back the next day to add sleep...it thinks your start time is on the day you are adding sleep, but the end time is on the day that you are actually doing the entering. So if I try to enter sleep for say 9 am to 4pm for Monday on Tuesday......it thinks it is 9am Monday, until 4pm on Tuesday. It's not sensitive anymore either. It vibrated like a live creature when I took it out of the box. Now, no vibrations at all. I've yet to get a call notification...but perhaps I am confused as to which side of that orange dot means "ON" Don't get the alarm I have set for every day either. I keep telling it to display clock first, and it keeps switching back. The devices screen only shows a picture of my old Shine...not the Shine2. If I try to remove device, it removes the Shine2 |
| 23-Nov | Misfit |
Nov
23, 12:28 PM Dear Jennifer, Thank you for getting back to us. Could you please kindly try closing your Shine 2 again? Please visit this link for more information on how to open and close Shine 2: https://www.youtube.com/watch?v=EN9pSG_DjkI Regarding the issue where the Devices screen only shows your Shine, could you please kindly send us a screenshot of this so we can investigate your issue further? Thank you very much for your time. I look forward to hearing from you. Best regards, Valerie | Misfit Support Team |
| 23-Nov | Me | Doesn't work that way. I put it in my palm, put the thingy on it
and press down and try to open and the whole Shine moves, not the door. Does the model in the you-tube video have
sticky hands or something? I tried
using a glove with rubber non-skid nubs on it (for jar opening) but it just
slides on that surface too. Once I finally got it out the first time - for when I sent in the S/N. I had to find something to hold it in place so I could push and twist and actually get the door to close. And even then it took dozens of tries before both sides of the door would close at the same time. Never vibrated until it slipped out of my hands when I was doing it and fell on the carpet and I finally saw lights. Using just hands doesn't work either. How does one take a picture of the screen of their phone when they cannot use the camera in the phone? I will see if I can find an app. |
| 24-Nov | Misfit | Nov 24, 1:26 PM Dear Jennifer, Thank you for getting back to us. To take a screenshot with your phone, please press and hold the power button on the right side and the home button at the same time for a few seconds. The screenshot will be saved in your gallery. Thank you very much for your time. I look forward to hearing from you. Best regards, Valerie | Misfit Support Team |
| 29-Nov | Misfit | Hi there, I have not heard back from you after my last response. If the issue has been resolved, you can disregard this message. If you have additional questions, please let me know. We are happy to help! Thanks, Valerie |
| 1-Dec | Misfit | Thanks for contacting us!
Your request (#399301) has been received. Our support team will respond to
you shortly. In the meantime, feel free to take a look at our help page (http://www.misfit.com/support) where you might find the answer to your question. Please reply to this auto-response email if you have further questions. Thank you very much! Misfit Support Team |
| 1-Dec | Me | Valerie, None of the situations have been resolved. I hadn't responded yet because I was collecting data. Attached is a word doc with the screenshots you requested. The video for opening/closing the shine2 was very pretty but made me feel like an idiot as my shine does not open or close that easily. In fact I was unable to open it at all this time and had to have my boyfriend do it as only he was able to grip it tight enough with his thumb and forefinger to get the bottom to hold still while the battery door turned. It took him over a dozen tries to get it closed again, however he said it did vibrate when it finally closed. I took multiple screenshots over time so you could see the Devices screen as requested below. The rest of the screenshots are illustrating the fact that the device is NOT recording sleep data. And believe me, I am sleeping. Also it likes to swap the device from my wrist to my ankle w/o telling me. The vibration when the alarm goes off is barely noticeable. It never woke me up. I didn't realize it was doing anything until today when it went off while I was awake. I hope you can help me resolve these issues. Jennifer PS.....if you could add the actual date to the screens that would be handy.PPSS...if you could design a slightly different band so that the snap didn't routinely catch a couple of strands of my hair and rip it out several times a day that would be MOST helpful. Attachment(s) JLacy Shine2 Screenshot.docx |
| 2-Dec | Misfit | Dec 2, 5:25 PM Hi Jennifer, Thank you for getting back to us. We'd like to inform you that the new Misfit Android app version 2.6.1 has recently been released. With this update, our team has improved the app performance and support text notifications. Please install this update to see if it helps? Regarding the display of your original Shine on devices list, this is because previously, you did not unlink your Shine before linking your Shine 2. This is not an issue so please don't worry about it. If you would like, we can help you unlinking this original Shine from your account on our system. For the issue with wearing position, I will forward your case to our software team for further investigation. Thank you for your suggestions. I have forwarded your message to our product team for further consideration. We appreciate your interest and support so far! Have a good day! Best regards, Valerie | Misfit Support Team |
| 2-Dec | Me | 12/02/15 To: Misfit Support Hi Valerie, I updated the software. Nothing looks different so I'm guessing all the changes are on the back end? What are "support text notifications"? I will give it a few days to see what kind of data it collects and then get back to you. Please send instructions on how to de-link the older Shine. Thanks, Jennifer |
| 3-Dec | Misfit |
Valerie (Misfit Support) Dec 3, 2:12 PM Dear Jennifer, The changes for the updates are on the system only, not on the display. This update version support text notification, which means you can set up your app so that Shine 2 will vibrate when you receive a text message. To unlink your original Shine from your account, please sign in to your Misfit account, then go to Devices > Sync your current device (if any) well with your phone/table > Choose your old device as current > Remove Device: XXXX If it does not work for any reason, please let us know! Thank you very much for your time. Have a great day! Best regards, Valerie | Misfit Support Team |
| 3-Dec | Me | To: Misfit Support Hi Valerie, Thank you for the information regarding unlinking the old Shine. I am feeling rather dense because I can't seem to follow them. I cannot find "Devices" on either of these pages. https://gyazo.com/89a26c9510f66f25aa12dd7c38a6095e https://gyazo.com/2378e6e234ef64ca838f75e8cf7a69c3 Ok, finally found this page: https://my.misfit.com/profile but have no idea how to get back to it. You may wish to include precisely how to get to the page you mean in your instructions. i.e. log in, click here, then here etc. https://gyazo.com/2965d118fc140a02a39da9e5ebfdf52b - Nothing happens when Devices is clicked. Please advise. I did the update of the software on my phone and am still NOT seeing sleep data. Please advise. Thanks, Jennifer Ok, finally found this page: https://my.misfit.com/profile but have no idea how to get back to it. You may wish to include precisely how to get to the page you mean in your instructions. Ie, log in, click here, then here etc. |
| 4-Dec | Misfit | Valerie (Misfit
Support) Dec 4, 5:00 PM Dear Jennifer, The "Device" section is located inside your Misfit app. Please open your Misfit app, the Device tap is located between Social tab and Profile tab. Regarding your sleep tracking issue and the wearing position on the app, our software team is investigating them. Once I have any updates on this, I will get back to you immediately. Thank you very much for your patience with us. Have a great weekend! Best regards, Valerie | Misfit Support Team |
| 5-Dec | Me | 12/05/15 To: Misfit Support Hi Valerie, Thank you for clarifying, your previous email said to login to my Misfit account, which implies on the PC. I wish you had said APP earlier. Would have saved me a lot of frustration. I got the old device removed. Still NO sleep data. Tested incoming call notification and vibration was so faint as to be useless. Had I not been peering into my shirt at the device on my bra and seen it light up I would not have known it was doing anything at all. |
| 7-Dec | Misfit | Dec 7, 12:28 PM Dear Jennifer, Thank you for your email. I'm sorry for all confusions my last email has caused regarding the unlink instruction. Regarding the sleep tracking feature issue, our software team has investigated your case and it seems that you sleep during the daytime. Currently, Shine 2 only supports auto-sleep tracking which works when you sleep at night. If you sleep during daytime, Shine 2 will not track your session. If you sleep at night an Shine 2 was not able to tracked your sleep, could you please provide ALL of the following information so I can investigate further: - Screenshots of your sleep data page - What is your sleep time range (start and end time)? Did you go to bed at a different time on any day? - Do you have any sleep habit e.g waking during sleep or not falling asleep easily? I will try my best to help you resolve the issue. Our software team has also checked your issue where the wearing position keeps changing on the app. They suggested that you try monitoring this feature for a few days to see if it still persists. If yes, please let us know. As for the vibration intensity, I have forwarded your message to our product team for further consideration. We appreciate your interest and support so far! Thank you very much for your time. I look forward to hearing from you. Best regards, Valerie | Misfit Support Team |
| 7-Dec | Me | 12/07/15 To: Misfit Support The original Shine recorded my sleep no matter when I slept. What did you change? Are you going to fix this? Why didn't any of the promotional materials say this? What about people who work nights? Not everyone in the world is on the same schedule. Is there any way to fool it by changing the times? I typically go to bed between 3am and 7am. I take medication so I typically fall right to sleep. If I get up, it is just to visit the bathroom. Last night I went to bed at 1am and it tracked it. However only until 10:45 am even though I slept past that. This is an absurd restriction. |
| 8-Dec | Misfit | Valerie (Misfit
Support) Dec 8, 3:37 PM Dear Jennifer, Thank you for getting back to us. Please accept my apologies for all inconveniences this has caused. Our technical team is still working hard to refine our algorithm so please stay tuned with us. Regarding your issue with the recorded sleep session on December 7th, may I ask if you woke up to do anything at 10:45? Thank you very much for your time. I look forward to hearing from you. Best regards, Valerie | Misfit Support Team |
| 8-Dec | Me | RE: [Misfit Support] Re:
RE: [Misfit Support] Re: No Sleep Data Jennifer Lacy 12/08/15 To: Misfit Support Hi Valerie, Most likely, I woke, rolled over and synched to see how much I had slept, and/or to see if it had recorded. Then went back to sleep. So I didn't even get vertical. It did notice a time frame earlier when I did get up to use the ladies room but continued to record after that. |
| 9-Dec | Misfit |
Valerie
(Misfit Support) Dec 9, 3:29 PM Dear Jennifer, Thank you for getting back to us. As you synced your device, the app will recognize this as a signal to show that you have woken up. Could you please kindly monitor your device for a few more days to see how it tracks your sleep when you start sleeping at night? Thank you very much for your time and effort. I look forward to hearing from you. Best regards, Valerie | Misfit Support Team |
| 9-Dec | Me | Valerie, I do not usually sleep at night. I usually sleep during the day. That is how my schedule works. Are you asking me to change the way I work and live my life to suit your device? The original Shine did not have an issues with this, it didn't care WHEN I slept. Who in their wisdom decided that everyone must sleep between certain hours? What hours AM I supposed to sleep at? If I go to bed at 11pm it will work, but not if I go to bed at 4am? Must I go to bed in a PM and wake in an AM in order for it to work properly? This is absurd. Who signed off on this nonsense? |
| 10-Dec | Misfit | Dec 10, 4:16 PM Dear Jennifer, Once again, please accept my apologies for all inconveniences this has caused. Our team is still working hard to improve our algorithms and features so hopefully this will be addressed soon. Please kindly stay tuned with us. Regarding your issue with the wearing position of your Shine on Misfit app keeps changing, may I ask if it still persists? Thank you very much for your time. Best regards, Valerie | Misfit Support Team |
| 10-Dec | Me | 12/10/15 To: Misfit Support Not since I started wearing it on my chest. |
| 10-Dec | Me | Hi Valerie, a. The wearing position has not changed since I started wearing it on my chest. b. How does the Shine 2 know if you take a nap during the day? c. Got sleep data today, apparently going to bed around 4am is within the parameters of "night" d. While the automatic feature is great, when it works, why isn't sleeping just like any other activity? Just tag it when you start it and tag again when you stop? e. If it doesn't work while I am sleeping during the day, what does it think I am doing when lying still for so many hours? Maybe I am dead, shouldn't it call for help? |
| 11-Dec | Misfit | Valerie (Misfit
Support) Dec 11, 2:55 PM Dear Jennifer, I'm glad to hear that your issue with the wearing position has gotten better. Please don't hesitate to let us know if you have any updates on this issue. Please note that at the moment, Shine 2 is not able to track your nap as Shine 2 does not have activity tagging feature as original Shine. Shine 2 will track your sleep automatically if you start your sleep between early in the evening until early morning (around 4am). If Shine 2 cannot detect any movements for a long period, the app will assume that you did not wear the device during this period. Our team is still working on refining our algorithms so please stay tuned with us. Thank you very much for your time. Have a great weekend! Best regards, Valerie | Misfit Support Team |