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.

[Catwoman777]

Hmm interesting as mine says update available on the today home page..
reach out to the Twitter support team

[SteveCDN]

So true…

[SunsetRunner]

Makes me wonder. All these people getting replacements because they installed the update and now their Charge 5 doesn't work anymore. Many say, "I won't update the replacement." Well, what happens if you do and the update breaks that one too. Do you think it is possible to get FitBit to replace the one they just sent because the update broke it? Wonder how many times you could get it replaced before they recognized and admitted that the update was the cause or you got one that the update didn't break?

Bill

[W_D_S]

@SunsetRunner I'm on my 1st replacement but they admitted pretty much right away that the update caused my issue. Took 4-5 different customer support agents and 3+ weeks of me being furious for someone to say "well you're covered under warranty so we can replace it." Such sketchy business practices. I obviously told all 4-5 people that the device was brand new and I'm expecting it to be replaced. I'll take this one bc it's free but will never ever put another dollar towards a Fitbit product again. 

[Catwoman777]

Excellent questions. Wish I knew answers

[ImaKunukuboy]

A Charge 5 story.  My Charge 5 bought in April 2022 failed to hold a charge when updated.  I complained to Support.
I ordered a new Charge 5 from Amazon a month ago, updated it and it is working fine. 

Fitbit sent me a replacement Charge 5 to replace the one bought in April that bricked, I updated it too and it is still working OK.

There is some sort of link between the manufacturing version of the Charge 5 and the update.  Maybe Fitbit can explain to us all what is going on.  

I like the features provided by the update.

[Catwoman777]

Thank you for sharing

[Casick]

Exactly! They charge you almost $200 for this piece of garbage, then ruin it with their update. Just try and get any customer support, it does not exist at that company. Fitbit is just another in a long list of words meaning “Scam”.

Sent from my iPhone

[Casick]

Would just be nice if someone from Fitbit would bother to contact me but we all know that’ll never happen. They got their money and that’s ALL that matters to them.

Sent from my iPhone

[SteveCDN]

How long is a piece of string ??

[AtNinthLife]

Got the replacement from Fitbit and was able to not update. Which is crappy because I would like some of the new features but also don’t want to go through this again. Hope another update comes soon and fixes this mess.

[DrDaveUK]

My unit had major issues around the end of July, similar to others here with the addition of the unit getting extremely hot while charging. Display wouldn't work. After leaving it for a week, I tried to charge again and was successful in that the unit didn't heat up but now the battery would only last for hours rather than days. Strangely, I never upgraded, staying on firmware version 1.149.11.  Through customer service chat, I was able to arrange a replacement pebble after sending my damaged pebble in. It took nearly a month but I now have my replacement.  The problem is that the new unit is running firmware 1.142.37. This firmware version is so old that it does not include the ECG monitor function.  However, I am hesitant to upgrade to this newest version, as I don't want to experience another device failure.  It's frustrating to not be able to use all the features because of the risk of damaging this unit and potentially going without a tracker for another month if I do attempt the update.  Such choices we should not have to make. 

[delawareBirder]

@DrDaveUK  I received my replacement pebble today, and it also has firmware version 1.142.37.  Now I'm faced with the same decision.  I agree with you, this is a decision we shouldn't have to make.  If I upgrade and it bricks, I have to go through the annoying cycle again with customer service.  This unit should have been sent with the latest version of firmware, and tested to ensure it doesn't exhibit any of the problems that have been reported.  Thanks Fitbit for making me part of your QA department.

[AtNinthLife]

I updated my new pebble and it worked so far. I figured there is no point in having the new one if you can’t ever update it. It was a gamble but so far so good.

[DavideFitbit]

Hi everyone,

Thank you for sharing your comments and for all troubleshooting steps you've tried with your Charge 5. 

It seems that many people in this thread were able to get in touch with the Support team to resolve some of these problems or they've received a replacement device. I'm sorry to see that some users are still experiencing issues. 

The team is aware of the reports about battery draining or display not working properly and each case is evaluated individually. If you haven't done so already, please get in touch with the Support team so they can let you know about the options available for you. I recommend that you contact them if you're having any problem with a replacement device as well. 

If you're new to this thread, please make sure to exhausted all the troubleshooting steps listed here before contacting Support. 

See you around.

[Catwoman777]

Yes yes yes I said the EXACT same thing. Why did I get an outdated
watch????

[SteveCDN]

Thank you David.

The problem is that this is the first acknowledgement of any sort that the is a problem with the firmware update issue and Fitbit is finally and begrudgingly taking ownership of it. This issue surfaced at least month ago. Those of us who trust the charge 5 to monitor our health have been sadly let down. Recent stats are spotty and many have to rely on other means just to tell the time.

The second is that I hear those that receive a replacement are apparently saddled with the old firmware issue as Fitbit supplies replacements with old stock and now a decision has to be made whether to update leading to a possible reoccurrence of the same issues. Not an ideal circumstance. We need clarification on this.

It would certainly make sense to curtail this update and any mention of it on the App. Hopefully these promised features will become available through a NEW firmware update and a Charge 6 purchase will not be necessary to use them.

You have an email address for registered Charge 5 users. Use it and be proactive, outline the current issues, an apology for breaking brand trust, a remedy and the status of any firmware updates.

Hopefully those who signed off on this untested “update” are no longer employed.

Your comments on this would be appreciated

[Catwoman777]

Yes I agree with this way forward. My charge 5 was broken by Fitbit. I was
given a replacement but it had the “142” old version on it. Due to all the
issues, I will not be updating for fear of repeating the broken cycle.
This post was an an acceptable way forward

[DrDaveUK]

I just finished an online chat with Nikki.   She recommended that I do update to this latest firmware.  I asked if I would receive another replacement should any of the issues that have been reported (heating up during charging, display issues, severely reduced battery life, or any other reported issue) would Fitbit be willing to replace this new unit.  She confirmed that they would support this new unit.  Interestingly, this new unit displays the activation date from November 2021 when I purchased the original unit.     I would like to have the option to use the ECG function, so will go ahead and update.  I will report back with positive or negative feedback depending upon what occurs after the update. 

[SunsetRunner]

Please do let us know since my replacement is on its way. Thanks for this and sharing your outcome