Charge 5 not updating its firmware version

[JScale]

I have attempted to download the software necessary to access all the features for the Charge 5 with no success.  After going to 17% its keeps going back to 1%.  Any ideas/suggestions?

Moderator Edit: Clarified subject

[charliefoxb]

I think it’s because the Fitbit keeps turning itself off and loosing connection. I have had a live chat and they couldn’t fix the issue so now awaiting an email to investigate it further

[JScale]

Yes I was told the same thing
Thanks for the response

Sent from Mail for Windows

[Rich_Laue]

The tracker should not be turning itself off while loading the firmware. 

However, depending on the phone, if the fitbit app is in the foreground when the phone turns it's screen off, the download fails. The fix is to move the app into the background before the screen goes dark. 

If the download fails when the fitbit app is moved to the background, please enable, Allow background, or turn off power management for the fitbit app. 

[MikeS11]

I had issues the first time and a reset from the menu fixed it right up