Introducing Charge 5 Firmware Release - Version 1.171.50

[FitbitCommunity]

We’re excited to announce that a firmware update for Charge 5. 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. 

WHAT’S NEW AND FIXED

See What's changed in the latest Fitbit device update? for release notes.

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, see 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.

[Sarahyogi]

I find the inconsistencies so bizarre!! Mine isn’t worse, but isn’t better, so my battery lasts 6 hours tops. Some are better… (not many!) And some are completely broke! 

[Catwoman777]

Yes Yes Yes. This is a disaster.

[Catwoman777]

That is FANTASTIC news. I'm waiting for my replacement to come. I'm
hopeful, I have been without for 2 weeks, starting my 3rd. Driving me
crazy working out with no stats collected. 🙂

[Talahthas]

@All 

Let's calm down!

I've been in IT service and support for 30 years and have experienced way too many hardware and software issues trying to solve them and keep systems up and running. And before the mood in this thread is going to escalate, I have some thoughts for you ...

First of all: Community forums almost always are "hospitals". You most rarely see anybody posting that her/his device is working properly, but instead see calls for help by those whose devices won't work as expected. So, stating that the latest firmware update for the Charge 5 is crap because of around 20 users experiencing problems after the update, ignoring those thousends whose devices could be updated perfectly fine is, at least, unfair.
But I understand the anger of each and every user who got in trouble after having updated. So, did you follow Fitbit's instructions how to update? Especially the point to keep your device close to you phone during the update process?How do I update my Fitbit device?

Besides other wearables by different companies, I've used several Fitbit divices over the years. I never ever had any issue while updating any of those devices. But there are some catches though. Therefore make sure that your phone and your device are connected to a power source during update. And put both devices near to each other until the update process is finished!

To those whose Charge 5 got bricked while it was updating: I've had hardware issues with my Charge HR and my Versa. In both cases Fitbit support was there for help. As mentioned before, I have been in IT business for 30 years. And I've learned to differentiate good customer support from bad customer support. That's why I've owned all those Fitbit devices. And, no, I'm not getting paid for my statement.

[Sarahyogi]

My issue is that this update what to rectify the last update that stopped my Fitbit holding any battery and it still holds no battery. I’ve always loved Fitbit and have had 3, but this isn’t just about people complaining, it’s the lack of support when people like me have an unusable watch that is less than 6 months old. 

[Catwoman777]

I understand completely. I am sure there are many with no problems. I
just hope FitBit helps to rectify those with issues and make them whole. I
am currently awaiting my replacement. Fingers crossed it works as
advertised like my now broken one used to work.

[Talahthas]

@Sarahyogi Have you tried getting your device replaced by Fitbit by directly contacting their support?

[Catwoman777]

Exactly. Mine was only 3 months when it stopped working when all this
started. FitBit make us whole or lose a lot of customers and many poor
reviews. People that use trackers are not normally your average everyday
Joe/Jane. We work hard and exercise hard. We want our data which is why
we have a Charge 5 and not a simple HR and step monitor. Keep your good
name and let's get this figured out.

[Catwoman777]

Yes I did after spending numerous hours with the Twitter support team.

[Talahthas]

@Catwoman777 As mentioned before, I've had two replacements by Fitbit.

Any hardware company these days might have failures in their hardware products. Otherwise hardware products would cost two to three times the prices we pay. But good customer support is there to compansate for that.

Please keep us updated with your experiences!

[Talahthas]

@Catwoman777 Why not send them an E-Mail instead? Those mail support-systems are usually controlled by a supervisor. Therefore, according to my personal experience, it's the best way to open a support case.

[Sarahyogi]

Yes, I’ve contacted them numerous times on live chat & even took to Facebook but they just say they know there’s an issue and to wait for update. Saying that though, I’ve done the update and it’s no better so will try again! 

[Sarahyogi]

I might have to get a Twitter account just for this then!! 

[Catwoman777]

They did help me. Plus the person was able to see my watch action from
their side.This helped. The person was very kind and helpful. Finally
after trying everything, I got a case number for a replacement.

[Talahthas]

@Sarahyogi Try contacting them at support(at)fitbit.com.

[Sarahyogi]

Was yours totally broke? Mine isn’t, it just doesn’t hold battery and needs charging 3 times a day so I just can’t wear it 😳

[cfsFit]

When you get your replacement, don't install the update until you know that it's the new update that works.

[cfsFit]

Similar to your situation, my fully charged Charge 5 battery is down to 4% after only an hour.
I tried wearing it just for an exercise routine, but have taken it off until this issue is fixed, and gone back to using a Charge 2. (I keep getting the message that there's a Charge 2 update available, and there's no way that I'm installing that update until all the firmware issues are fixed.)

[Talahthas]

@Sarahyogi If your last message was ment for me: No. I had updated my Charge 5 without any issue as the update was released to public. And I've updated my Mom's Charge 5 two days ago with no issues as well. But both devices had worked like a charm before the update.

That's why I don't believe that the update is to be blamed. There simply might be some Charge 5 around that have hardware issues which can't be corrected by any firmware update.

[bonezmi16]

No it does not fix anything. If you can return it do it now!