Charge 5 Firmware Update 194.91

[LizzyFitbit]

We’re excited to announce that a firmware update version 194.91 for Charge 5 is now available! If you installed it, let us know what you think!

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.

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]

This is my problem exactly. Mine is sitting in a drawer waiting for an update.

[lizard99]

My Charge 5 quit syncing after the firmware update. I updated my ios app thinking that was the problem. I had to remove and pair my charge 5 again as your help forums suggest. (This has been the fix in the past.) Now I only have current day's info. It's supposed to sync up to 2 weeks of past information. I have no info from 1/4-1/8 when I did the firmware update through yesterday. 

[SunsetRunner]

@SunsetRunner don't do it... You will end up getting your device bricked at some point.

I mean, the chances are high that it gets bricked, could not happen ofc, it depends on different factors, but the reality is that you're risking it unnecessarily.

[crystal.webs]

This update made it so my screen is completely dark. It still charges, tracks my steps and heart rate but I can only see it through the app.

My last 3 Fitbit watches (including this one) have all died within a year, I think I'm absolutely done with Fitbit products, as much as I liked it.

I tried all the resets and methods daily over the past week. Reading forums just informs me that there's basically nothing to do about it and Fitbit just suggests the same reset I've been trying multiple times daily since last week.

I'm livid that the company doesn't fix or replace what they themselves break with updates. This is ridiculous.

I will not be burned again and I'll make sure no one around me ever buys a Fitbit again, its a waste of time and money.

[lizard99]

This is my 4th over 7yrs. The quality has gone down, and this recent update seems to be one of those to push to buying the new product. I'm looking into other trackers now. 

[Markfm]

I updated today.

I did my first round of exercise, mellow rowing where my hr should be in the 90 -100 bpm zone, HR when I checked it after getting off the rower showed 176.  It stayed high, over 150, for multiple minutes just sitting.

I've restarted the device, hr shows 59, will see what it does on the exercycle - hr should be in the 110 -125 zone.

(I exercise daily, very consistent workouts.  I'm positive that my actual HR while rowing, which was reading accurately until this update, was nowhere near what the sensor reading showed.)

[Lizou214]

I also have a bricked fitbit because of the update. Is it not possible to "update" the n-1 version of firmware. The fitbit still syncs with the phine but the screen doesn't function. 

Based on what i'm reading about 50% coupons. Seems like the update is a scam so we buy new fitbits? Like printers who use firmware to control the ink you can buy?

[Perlut]

The known problem with the alarm randomly not working is also not resolved in this update.

Alarm didn't go off this morning, so late at work again.... And this silent alarm is one of the main reasons I bought this device.

Trust is gone, so using my phone again as an alarm. Bed partner not happy when she wakes up unnecessarily

[ED57]

Since I hate the feeling of being "ripped off", I am still looking into this.  From my chat with support this morning I learned that they record every time my Fitbit was charged plus the charge (%) amount at the beginning of the charge and the charge amount (%) at the end of the charge. Therefore, it would not be difficult to believe that they know everything about our Fitbits and the issues, both hardware and software. They do not actually need us to tell them.

Portions of the transcript include:

[06:01:32 Agent: Jenelyn C.] Thank you for waiting. Using our backend tools, I can see that your battery was charged to 98% on January 09, 2023, and depleted to 34% on January 10, 2023.

[06:04:40 Earl D.] Also the battery never charges to 100% only 99%
[06:06:32 Earl D.] Regarding your data, the Charge 5 was charged twice on January 9th and I received a low battery warning the morning of the 10th

[06:06:34 Agent: Jenelyn C.] Thanks for letting me know about that, Earl. You are totally correct! I also can see here that you charge twice within the day.

So, with this information they should be able to verify that all of our issues are firmware related and not warranty issues.  Another portion of the chat is below.

[06:07:34 Agent: Jenelyn C.] Thanks for that information. From here, please expect an email from our warranty team within the day, Earl.
[06:07:35 Agent: Jenelyn C.] In the meantime, is there anything else I may assist you with?

[06:08:57 Earl D.] I do not understand why it would be a warranty issue if it was the update that killed (or wounded) the Charge 5

[06:09:07 Agent: Jenelyn C.] I am very sorry to hear about that, Earl. I totally understand that the issue occur after the newest update.
[06:10:36 Agent: Jenelyn C.] From here, since we already tried all the troubleshooting steps and identified the issue, we have seen that your battery has been damaged. We will need to move forward in reviewing your warranty since we do not have an option to replace the battery as of this moment.

[06:11:45 Earl D.] That is assuming that it is an actual battery issue and not a firmware issue.

[06:13:38 Agent: Jenelyn C.] Alright, no worries. In this case, i will also reach out to our higher support to further check this for you since you have mentioned that the issues occur after the firmware update, Earl. So, please kindly expect an email from our higher support within the day after checking the firmware of your device.

Do NOT accept this as a warranty issue.  If they installed defective batteries (they have the data) or if they released killer firmware (they have the data), they need to provide a better solution than having us buy more of their products!

[CrisVillaFitbit]

Hello and welcome to the community, @jlewis87, it is nice to see you here posting.

I appreciate you letting me know about this situation in regards to the battery of your Charge 5 after the update.

I suggest you to check the article 'Can I extend my Fitbit device's battery life?', let me know how the battery works after following the steps in the article.

[SunsetRunner]

I had a very similar experience with chat support.  NO HELP! ......So I called....they are now shipping a replacement.  However,  I don't believe for a second that this one is going to function any better.  These are firmware and app problems.  Google needs to put some focus back on Fitbit.....not just the underwhelming pixel watch!

The question now is do I even WANT another replacement(headache)

Mine is NOT a battery problem please read my prior post

[ED57]

If we can get (force) them to send a replacement to EVERYONE who is having issues, then we might get their attention.

[SunsetRunner]

is yours still under warranty?

[ED57]

It should not be a warranty issue.  For example, if you let your automotive dealer perform maintenance on your car and the dealer causes damages to your car, then the dealer should be held liable.  The liability should rest with the dealer regardless of the status of the warranty.

Same here, if Fitbit took actions that damaged our Charge 5s then they should be held accountable. They should not received extra revenue by having us purchase additional products even if they do believe that we are just sheep.

[texastak]

I just updated my Firmware two days ago.  Since the update I am having issues with:

1) Sleep does not track - tells me No Data - this is teh MOST Annoying as I track my sleep religioiusly

2) Maps of my exercise - walking for example, only record for a block or so if not at all

3) Calories it shows in my exercise days/activity that i burned x # of calories during my workout but if you click the cal dial at the top most of the graphs lines are the same and there is no higher graph line during the hour of my workout

I wish I could revert back to an old firmware version 😞

[AnnaFZ]

Yet another rapidly draining battery here. When I attach charger it goes up about 8% immediately, so I suspect a software issue. The update has completely ruined my device, is it coincidental that the 6 has been released recently? I'm not buying it. Apple have just paid out a fortune for bricking older devices, Fitbit should be careful and get this update fixed. Quickly. 

[Mercedi]

No

Sent from my iPad

[shawngiese]

My Charge 5 barely lasted a day on a full charge after the update (194.91). Not even a year old.

[ED57]

Customer service at its finest.

From Fitbit.

We appreciate you getting in touch with us about your Charge 5 that has a battery short life after the update. 

We can't pinpoint just what factors might have led to its short battery, as different users reported different life spans, but what we know is that our team is hard at work to ensure that we come out with durable and quality products every time.

Moving forward after reviewing your account, we see that your device is no longer in the warranty period, and therefore isn’t eligible for replacement. For more information about our warranty policy, visit fitbit.com/global/us/legal/returns-and-warranty

We want to keep you in the Fitbit family and working toward your goals. Please accept a discount toward the purchase of a new device on fitbit.com

You'll receive a separate email message with more details about how to take advantage of your discount. Note that this discount offer can’t be combined with any other offers.

Thanks for contacting Fitbit. Should you need more information, please check our help site at help.fitbit.com.

Sincerely,

Jenelyn C. and the Fitbit Team

Obviously, a canned response.  Even the details regarding the discount need to be sent in a different email, their computers are definitely not that smart either. This company could not care less about its customers.

My response is below.  I know that I am responding to a computer and not a human but the process was therapeutic. 

Jenelyn C,

Thank you for the information.  This is very interesting in the fact that Fitbit can damage a person’s device and believe that they should only be held accountable if the device is still in warranty.  Definitely not a customer centric attitude.

Regarding, “our team is hard at work to ensure that we come out with durable and quality products every time” does not matter since you are just going to damage the products with a firmware upgrade shortly after you bring out a new model. 

Regarding, “We want to keep you in the Fitbit family and working toward your goals. Please accept a discount toward the purchase of a new device on fitbit.com” seems to imply that I should be happy to pay you extra to buy a new device that you will damage with a firmware upgrade shortly after it is out of warranty.  Giving Fitbit more of my money is definitely NOT my goal, so which of my goals are you working towards? It appears that staying in the Fitbit family would be like staying in the Manson family in the late 1960s, you just know that it is not going to end well.

It is going to be interesting to see how this issue for Fitbit will compare to what Apple is going through.

My Garmin is scheduled to arrive tomorrow.

[AnnaFZ]

That's appalling. I feel sorry for employees having to deal with this rubbish dealt to them by the decision makers.