Charge 5 Firmware Update 194.61

[LizzyFitbit]

7/13 Update: We’re continuing to roll out this firmware for the Charge 5 Firmware Update 194.61, and expect more customers are able to update their devices. This is a progressive rollout and all customers can expect to have it within a few weeks. We release updates in phases so that we can monitor performance closely and make adjustments if needed. If you don't see the option to update, don't worry - you'll have it soon!

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We’re excited to announce that a firmware update version 194.61 for Charge 5 will be available soon! Some of you might already have this update available. If you installed it, let us know what you think!

We release updates to customers in phases. If you don’t see it, check the Fitbit app in a few days, and you’ll see a message when you can install the update. We appreciate your patience while we get this update to all of our customers.

*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.

WHAT’S NEW AND FIXED

• All exercise modes are now available in the Exercise app, and your most recently used modes appear at the top. For more information, see How do I track my workouts with my Fitbit device?
• Find new clock faces in the Fitbit Gallery in the Fitbit app. For more information, see How do I change the clock face on my Fitbit device?
• View your daily readiness score on your tracker (Premium feature only). For more information, see What’s my daily readiness score in the Fitbit app?
• Support for global characters and right-to-left text notifications:
  Arabic
  Hebrew
  Thai
  Hindi
  Vietnamese
• This release includes bug fixes and improvements.

Full release notes can be found here. For more details, please see this Community Blog post.

HOW DO I UPDATE?
See How do I update my Fitbit device? for step by step instructions for updating your Charge 5. If you run into difficulty updating, review these Why can't I update my Fitbit device?

We’re interested in hearing your feedback on this update! Let us know what you like! If you encounter unexpected behavior during or after your update, please post the details below.

[SunsetRunner]

@JSK56 @cadgma I also bought mine on Amazon. I thought I was buying it through the Fitbit store on Amazon but apparently third party sellers make their own sites look like it's actually through Fitbit so it's hard to tell. I bought it brand new and it came with the trial of premium but they will not honor the warranty. It doesn't make any sense being as it is their product and not a knock off. Amazon doesn't even give me an option to contact the seller in my case. I called and they told me I only had a 30-day warranty through the seller and they would get a hold of the seller and tell them my issue, and they had 48 hours to get back to me. That never happened and I cannot find a way to contact them directl

[JSK56]

Sorry to hear that. What a mess for everyone and Fitbit doesn't care. 

[Bigjack557t]

No. They'll offer you a 30% off coupon. Mine has done the same. The update ruined them and they're doing nothing about it. 

It ruined my Fibit that I got for mother's day less than 18 months ago and all you're offering is 30% off coupon for another Fitbit that will last 18 months? No thanks. I'll have to find something else. 

[GMU7801]

What is the status of the update? Does it fix the charging issue. When will we get access to the update? Why is this so difficult to status of a fix to a known problem? Amazing Fitbit stays in business and equally amazing that Google would buy them!

[newtothis83]

Hi Lizzy. 

I have this issue too. I've tried the button in charger as suggested, watch vibrates but no visuals.  I've also tried changing the selected clock faces multiple times.I've also tried doing this while charging but to date no change. 

I charged it yesterdalate morning but despite this The screen went off about 7pm.  I assumed I had not connected it properly so charged it again. It was in fact on because it counted steps after the screen went lank and is syncing fine today telling me it was fully charged. 

Any suggestions please 

[Bigjack557t]

It's likely dead. Mine is as well. Company will offer 35% coupon. I would
suggest moving away from Fitbit devices, I know I am at this point.

[SunsetRunner]

@Brewer257 So that’s why they want us to purchase new ones to get rid of inventory perhaps?

[Brewer257]

Seems that way.  They certainly haven’t denied it when faced with the questions about the shocking treatment of Charge 5 Fitbit clients. 

[SunsetRunner]

Yep, Google well blame Fitbit for everything and then maybe offer a discount to former users and make a ton. Not me.

[kerrieBBOZ]

@SunsetRunner and if they think I’ll be buying a  G009le tracker they are also deluded. I’m not rewarding this reprehensible predatory takeover, complete disregard for ewaste and disdainful customer service with a single cent.

[TaMmEh83]

Scrap all that, the Fitbit bricked itself last night and now won’t work at all. Got an email to say it was being processed but that it would be through google that I receive the updates from as Fitbit are part of google and with a contact us link if I have any questions about it. Been 2 days since receiving this so contacted them through the channels advising. Google saying that they can’t help me, got it in writing that they are only partnered with Fitbit - which I corrected him and provided him a copy of the email which says they are part of google now - not partnered with. So I got to Fitbit support and they also can not see the replacement or give me any updates as it goes over to google after they process the request. SO NO ONE CAN APPARENTLY HELP. Wish this was just bought from jbhifi or something cause I would have been able to get a replacement immediately but it was bought off the Fitbit website direct. I finally had my case escalated enough and they were going to ‘sort it’. I now have another email confirming the replacement but it’s now saying it was only started today, not 2 days ago. Not very happy at all. Do not let them drag their feet and keep them accountable for their own processing timeframes - if nothings happened then get in their face. Absolutely atrocious.

[JSK56]

Do you think anyone reading our responses care? Maybe one person who is not one of us will spill the beans on Fitbit and Google.  I hope so. My tech did. 

[hornets66]

Wow!  So I just saw a number of the most recent responses.  I posted this as a separate posting yesterday:

"I posted the following responses to another user having a similar issue.  Maybe this time, someone from Fitbit will weigh in.  Here it is:

July 31 (response post #1 - edited for context) - My Charger 5 stopped working about a day ago. Tracker just shut off completely. I plugged it in with the official Fitibit charger, did the "button press thing" and the phone sure enough turned on and charged. After a few hours, the charge was at 100%. The tracker drained completely within an hour or two. I did the "button press thing" a second time, and then charged it overnight. Took it off the battery charger this morning. The battery was at only 99%. After an hour or two, the tracker completely shut off. I've owned this thing for over a year. Never had this particular problem. I'll try to call customer support and see if I have any better luck. I'll plan to report back. In the meantime, I've pulled my old Charger 2 from my desk drawer, and have started to reuse that. To be continued . . .
July 31 (post #2) - I just got off the phone with customer support. The person who assisted put me on hold while she escalated this to a higher power. She came back on the line and indicated there is nothing further I can do, and that I should hear from the warranty department via email with my options. Not holding out high hopes. Once again, to be continued. . . .I'll be back.
Aug 2 (post #3) – No further communication from Fitbit. The Charger 2 continues to run like a champ (even with cracked screen and shower with it regularly). Charger 5 is a decent product when it works, but appears to be of inferior quality."

I have no idea if my issues are related to the firmware update.  I've seen no direct response from fitbit, either in the community forum or in my email.  I've heard good things about the Garmin Vivofit 5.  I think I'd rather pay $150 to try that one than get a discount on a new Charge 5.  Either fix the issue or replace the charger.  I've had 3 different Fitbit products - Charge 2, Blaze and Charge 5.  All have been pretty good performers, and customer service has generally been fine.  This, however, has been a terrible experience.  Unfortunately, I'm likely done with Fitbit.

[dz1234]

FYI....I had the same problem with the GPS and fixed it by doing a factory reset. To do so, I had to have the phone and app forget the device and then reinstall it as though it was a new device. 

[GMU7801]

Honestly, I don’t think there is a fix. Otherwise, they would be talking about it and providing info on its success, etc. No. one from Fitbit or Google is stepping up to provide status. It’s a fantasy and are just using it to keep people hoping and out of the courts!

[newtothis83]

Update:

I got through to customer services. My charge 5 was still in warranty so they are sending me a new one. 

I had that option of 50%off a different tracker.... NOTE Sspecifically a tracker not product so upgrade not available as tge 5 is top spec allegedly. 

What's the betting that the new one will arrive and update immediately resulting in the same issues!!! 

Watch this space! 

[mchili]

Interestingly I just saw this in an article about the current problem with C5 on androidauthority.com:

“We’re aware that a small number of Charge 5 users are experiencing problems with their devices. We’re currently investigating and will update users when we’ve identified the issue. In the meantime, users should contact Fitbit Customer Service at help.fitbit.com to help troubleshoot the issue.“

Of course “troubleshoot the issue” is just a stall in the meantime. And when are they planning to “update users”? Shouldn’t this message be sent out to all users?  They have everyone’s email address. Just saying. 

[saltywetman]

If you get a replacement make sure you disable auto software updates in the app before you link and sync your new charge 5. You would have to be absolutely insane to let your charge 5 firmware update at this point and expect different results. 

[DoxieGran]

How do you disable auto updates?Sent from my Galaxy

[kanamin]

I think my fitbit attempted to auto update and didn't work, I got the Charge 5 black screen of death. For almost a month of trying to revive it by leaving it charging, letting it discharge for a week and trying to charge again, all while doing the three press reset multiple times, it acted as if no screen but everything else normal (I was able to change the watch face, the little green LED lit up when against skin, and I could even apply the update properly). Finally in a moment of exasperation I slapped the fitbit against my shelf and the display worked again! However now I have less than a day battery life and cannot change the watch face, also the behavior is erratic in general (it randomly restarts). I really like the ECG function and week long battery as I don't think the competition offers anything like this but it's unusable at this point.