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.

[WaxhawWoman]

I have a question, DavideFitbit. I got a replacement for my Charge 5 a few weeks ago after experiencing the fast drain of my charge and calling/chatting about it. It's been working fine, and I've needed to charge it only once or twice a week. This morning, I got a notification that the update was available -- and because it seems the update has been exacerbating this issue (and because I don't want to go through that again with the replacement I got in late July) I wonder if I really need to update it. Can I ignore so I don't run the risk of going through the awful experience I had last month of needing to charge every few hours?  Or, has the issue with the update been resolved? Thanks in advance. 

[Catwoman777]

I am just another unhappy customer. I do agree with you however. Call and
stay on them.

[Notrunner]

Well, HERE's good news (said sarcastically).  I just received an email:  

This is the update that made my 4 month old Charge5 suddenly stop working.

[radesix]

I highly recommend not updating. There is no end user value in this firmware update if your device is working properly

Get Outlook for iOS<>

[jabob]

I have been sending emails back and forth with customer support requesting just a new tracker. My charger, bands are still like new because my watch was like new. I am getting the same old wait patiently. My charge 5 is dead, want hold battery, just get the Fitbit symbol. I have tried everything asked. This has been going on since first of July. Unacceptable 

[SunsetRunner]

Do not update if your tracker is working fine.

[Catwoman777]

Faceplant

[SunsetRunner]

I got the same email just a little while ago from FitBit. It was telling me about the new Find Your Phone feature that I'll get when I update my firmware and how wonderful it is. It was also pushing the update so you'll get new clock faces that are so wonderful they will change you day.

As we all can see from reading this forum the update is causing more than just a few problems for people who had Charge 5 trackers that worked fine before they installed the update and now they don't work. Since we all know this and @DavideFitbit assures us that FitBit also knows there are problems and that they are feverishly working behind the scenes to try to solve them why are they still pushing more people to try installing the failing update. Do the support people just get lonely when they are not flooded with calls, emails, and tweets? Did they not read the secret, "when you find yourself in a hole, stop digging."

Inquiring minds want to know.

Bill

[Notrunner]

BillFit9 -- EXACTLY!! 

But My guess is that this is a HUGE problem and is hardware related;  maybe thru the supply chain problems the media loves to remind us about, FitBit changed vendors to keep their production running and got some sketchy quality components (batteries, ICs, etc) which are turning out to be timebombs in these trackers, and maybe the "firmware" update is just a convenient diversion while they figure out what to do.  FitBit may not know the extent of how many devices will fail, so they are dragging their feet to either (a) see what % are failing so they can decide if there is a containment/solution, or (b) hoping that enough of the customers with bad devices just give up complaining and go away.

[SarahLiz75]

I'm so frustrated with this situation. 

My watch is unusable; completely drains within two hours, and that's with having done all of the 'fixes' suggested by customer service. 

It's been almost a month since this update has been released, and I'll we've had is poor communication and empty promises. 

I'm paying for Premium which I can't use; I cannot track my steps of exercise, which is the whole point of having a FitBit; and I've had to buy another watch just so I can tell the time at work! 

I'm disappointed and fed up. 

[Catwoman777]

Me too

[Nicole8836]

I installed the update and my Charge 5 no longer holds a charge - 100% battery to dead in under 4 hours.  

Wish I hadn’t updated because my Charge 5 was amazing before!

[LiJaHi]

@WaxhawWoman no, you don't have to install the update. It's been available to me for several weeks and I'm studiously ignoring it. Like others, I recommend that you don't install it as you have no way to know if your tracker will be one that fails afterwards. If you are interested in the new clock face (Bloom), this is available in the app now anyway. You don't need the firmware update to get it. If your tracker is working fine, the update would appear to offer no benefit whatsoever so I don't understand why Fitbit is still pushing it.

[SunsetRunner]

I have not updated the firmware and the bloom clock face is shown but says "unavailable." I believe it will be unavailable unless I update and no way will I do that.

[LiJaHi]

@SunsetRunner you're right. I hadn't tried selecting Bloom but when I do it does show as unavailable. Given it doesn't even display any data, I definitely wouldn't risk the update to get it.

[Andreeks]

I updated my C5 and everything works fine, battery life improved (it lasts one more day which is great), no issues like the ones people mentioned in these pages. The updating process went smooth from start to finish (I kept the charging cable connected).

But Im still disappointed in the lack of features provided. I was expecting CAMERA and MUSIC CONTROL which I find absurd lacking in a fitness tracker. Not even worth mentioning is the clock faces, I can't believe that after a year from the launch, and all the requests from the community, that bloom s*** was all that they could come up with.

[LiJaHi]

Absurd? What do camera and music control have to do with being a fitness tracker?

[WaxhawWoman]

@LiJaHi Yea, I’m not going to update unless there’s a compelling reason to — and doesn’t look like there is. 

[Andreeks]

You might be the only person on earth to not listen to music during a workout. And as a fitness coach I film myself a lot during exercises to check my technique later and I think everyone should do that, hence the need for camera controls.

[Georgialee]

Totally agree. Fitbit customer service has strung me along for two months saying an update would be out soon. Just updated and battery still drains in 13- 14 hours. So fed up with this