Fitbit Charge 5 dead after firmware update

[lbrano]

My fitbit charge 5 is dead after firmware update.
It started vibrating and got stuck on FitBit logo. After it drain the battery and stopped vibrating i put it on charger. After i connected to a charger it turn itself on and started updating.

Once the update was complete the battery was empty within few hours.

While working with them on the case we went through the update again.

within 5 min of the update it went from 100% to 87%.

If this doesn't prove that firmware is bricking the device i don't know what does.

Btw this is my 3 device in last 8-9 years.

Happy Customer.

Moderator Edit: Clarified subject and personal info removed

[lbrano]

More troubleshooting done.

I was advice by support to empty the battery and try to update again which is exactly what i did.

This time the update is not showing up at all.

My fitbit is at  version 188.58 and the current version is 194.91.

The interesting part this time is that my device is almost completely empty showing 3%.

I force the sync still shows the 3 %.

I plug it in for 30 seconds on charger and turn it on again and device is now showing 37 %.

So it is more than obvious what the problem is here, the update has messed up the device ability to calculate/read battery power level.

Because it is calculating power level wrong, it doesn't allow the device to charge itself properly to 100 %.

In 15 min it charged itself from 3% to 45%.

Usually before the update it would take several hours to charge, 3-4 h at least but it would last 7 days and if i didn't sync with the phone it could last up to 10 days.

Now after the update it lasts less than 24 h.

In summary:

This is not hardware issue.

This is a software issue caused by fitbit update.

Still waiting on reply on further steps.

[lbrano]

Since i haven't got any help so far i am forced to continue the research on my own.

I followed the instructions from "JohnTheBrave" which align with my theory that is a software issue and not a hardware issue. (for some reason i can't link, not allowed)

"The C5 was still connecting to the app so I synced the device and then while I still had a display quickly did a 'clear user data' on the C5 - something I hadn't tried before. This idea was based on the possibility of some corrupt/incompatible user data in the device clashing with the newer version of firmware i.e. when the F/W tried to deal with the unexpected data it got stuck in a loop of death, causing the screen display 'app' to fail and some background process running 'hard' and rapidly discharging the battery."

rebooted device and reset the device by removing the user data. (clear user data)

Update, Restart, and Erase | Fitbit Charge 5 User Manual

Erase Charge 5

Swipe down from the clock screen to find the Settings app .
Open the Settings app then Device Infothen Clear User Data.
Swipe up, then press Hold 3 Sec for 3 seconds and release.
When you see the Fitbit logo and Charge 5 vibrates, your data is erased.

Results are somewhat promissing.

It is not the same as it used to be but is better then what i had 2 days ago. I charged the device yesterday around 8 pm, which makes it now around 15 h.

The battery is now showing 71 %.

Based on this facts it looks like 30 % = 15 h that makes it roughly 45 h which i expect will translate to 2 days.

2 days is still better then 12 h what i had on the first day after the update.

I am hopping that once the battery is empty and i recharge it again that it might go even higher than 2 days.

Again everything is pointing to software issue.

[lbrano]

I know you right.

But my logic is different.

My company has 1500 employees and is giving FitBit to all new employees.

I want to show them, what kind of support Fitbit is offering and ask them to switch different vendor.

Company who doesn't care about it's customer and breaking their devises on purpose to generate more revenue doesn't deserve to do business with us.

[RiekoC]

Hello @lbrano 

Although you are looking to convince your company to make a switch, here's a potential troubleshooting step to try.

When my Charge 5 started having rapid battery loss, I restarted my device and put it on the charger multiple times over several days. This process eventually got my device "unstuck" and the battery went back to lasting 6-7 days. Although there's no guarantee that this will work for you, it might be worth a try.

[lbrano]

Order placed already for new watch, but not fitbit. 

After 3 fitbit devices time to say good bye. (due to lack of support)

[tcat007]

Mine has been on 158.88 for a year or so.  No update notifications.  It lasts 7-8 days every charge cycle (I don't use GPS), except 2 or 3 when it discharged in a day.  App seems to have improved a lot. I can now switch users without waiting to login & go through permissions (I have wife & my data on my phone).  Hopefully I never get updated!

[lbrano]

My device was bought last year as well, bit over a year.

That's the version i was on as well until they forced the update on me and brick the device.

I am still on that version but the device is messed up.

I didn't chose to update it they did, but they are not taking any rensposability.

[Shannonb720]

I'm seeing the same. Tried updating, reseting, persisting with it over a few days but am losing full charge within 10 to 12 hours. No GPS, no screen always on etc. Had the device 3.5 years and this is probably the third time an update has bricked the device.