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.

[jabob]

Send it back and hopefully you will get a full refund. The response to all the issues that has been reported has been rather poor. 

[Barryfla55]

I'm in the same boat as you. Everything was good til I updated, then I had 4 to 5 hours of battery life, 1 week later down to about 3 to 4 hours of battery life.

What I find weird is the vast differences in experiences people are having with the update. When Microsoft does and update they are bound to have some problems. That's because of all of the different types of computers that are out there. That's not the case with Fitbit, they are the only maker so an update if 1 type of watch shouldn't produce all of these various problems. I think that a lack of testing is an issue, but still hard to understand why some charge5 have one issue while other charge 5's have different issues.

[Barryfla55]

I'm in the same boat as you. Everything was good til I updated, then I had 4 to 5 hours of battery life, 1 week later down to about 3 to 4 hours of battery life.

[Catwoman777]

get with Twitter FitBit support. Once I had problems that was where I
started.

[Barryfla55]

I agree that is what Microsoft and Apple do when something goes wrong with and update, they quickly try to come up with a fix or roll the update back. So far we are not hearing that from Fitbit.

[Karenfox5]

Everyone, please contact customer support and work with them.  If you aren’t able to come to a solution, with all of the “fixes”, demand a replacement.

 I followed their suggestions, made a video, showing me, going through all the steps.

I received a replacement the next day and it is working fine, just like before the update.

Stay on it, I can’t believe that some of you have been waiting since June.  Don’t take no for an answer, when requesting a replacement.  Demand a replacement, that’s the only way they are going to address their screw up.

[VballKitty]

DavideFitbit,

For many of us, our Charge 5's were working well, including battery life, before the update. It is the update that  broke our FitBits.

The release came out on July 20, so how could people have been waiting since June?

[Karenfox5]

Reading through all of the comments, some people had issues in June. That may be the people with the original issue that they were trying to fix, that caused the global issue with people that didn’t have an issue before the update.

I’m not sure.

I’ll preach again, contact customer support, do what they ask. If it doesn’t correct the issue that you are having, demand a replacement.

My customer service interaction has been excellent, I did everything that they asked me to do, which nothing worked. After that, they sent me a replacement within 24 hours.

Be persistent.


Sent from my iPhone

[mchili]

Mine continues to give the message ‘can’t sync your charge 5’ until I continue to refresh several times. Also am very disappointed in the ONE new watch face which is like the others too cutesy 

why did we not get the second analog one the the Luxe got? It’s the same firmware number. 

[radesix]

Because there are two different battery drain issues. The July 20 release was supposed to fix the problem.

The bigger issue is that many people have versions of the Charge 5 in which the battery drain was not a problem. The July 20 release (and supposed fix) broke a bunch of these devices.

They don’t seem to want to acknowledge this 2nd set of battery drain issues and keep pretending the July 20 release fixes “the battery problem”.

What is needed is another fix for the July 20 release.

Get Outlook for iOS<>

[PipPips]

I updated to the latest version and now my fitbit drains to 0 and shuts off within 24 hours.

How do we roll this back? It has completely broke my Charge 5.

[Sarahyogi]

There have been 2 battery issues. The latest update was to fix that issue as well as upgrade but it seems to of broken even more than previously. Mine lost battery power about 2/3 months ago from the previous update and the recent update didn’t help at all. 

[Sarahyogi]

They do seem to be actually sorting it now for the first time in months! I’ve now been sent a new one which is working, hallelujah! There’s no way I’m updating it till the next one is available and really hope it doesn’t do it automatically. 

[Karenfox5]

Once again I’ll reply to this thread.

 I never had any issues with my charge5, until the update was installed.

 I contacted customer support and they worked with me, I had to prove to them that my device was toast, via video.

They sent me a replacement, that I received the next day.

I’m very happy with my customer service experience.

Contact customer service and work with them, and then, when your device is still useless, demand a replacement .

It worked for me.

[Barryfla55]

I had to get my charge 5 replaced 3 months after I got it due to a water leak the first time I went swimming with it and customer at that time was great not so sure about this time around.

[klklklkl]

Update for my case: contacted fitbit via their instagram account. tried everything they advised even if i have already done it before (eg. restarting via charging cable, change clock face (still do not see the new clock face) and lastly factory reset) and sent them videos/pics etc. Finally they opened a case for me to get a new replacement (same model) for free or 50% discount for other fitbit models. Just filled up the form for free replacement and hopefully i will get a working fitbit soon.

[SunsetRunner]

Even since the update my charge 5 battery doesn't stay charged  it goes from 100 percent to zero within an hour. Please fix this.

[Catwoman777]

I did all that. Their shipping label was free but took 3 WEEKS to get back
to them. If you want it quicker. Use their addresses but pay for
shipping.

[1stBlackBelt]

I cancelled my Charge 5 order, but was told it was too late for Fitbit to stop sending it out (cancelled same day of order).  Fitbit arrived next day (yesterday), called, got an RMA for return and refund and sending the Fitbit back today.  I hope that everyone who is having issues with their charge 5 gets them corrected by Fitbit soon!

[cfsFit]

Did you apply the upate to the new replacement Fitbit, and if so, did it work and are all issues gone, including the battery charging issue?

[Kunukuboy]

Yes. Works fine

Sent from my iPhone