Issues with Firmware Updates and Conflicting Information

[tm424]

Hi,

I have been in contact with Fitbit's Finnish customer service, who informed me that the latest firmware updates are not available for my device due to regional release schedules. However, the Fitbit forum mentioned that updates, such as version 194.61, are not released regionally. My device is still stuck on version 188.58, which was released in December 2022.

I suspect there might be an issue with my device, as it is unable to update. I have been trying to resolve this with customer service for almost two months now, but I still haven't received a clear explanation as to why I cannot update the firmware. There was an investigation that lasted over a month, and I eventually received the response that the update has not yet been released in my region (Finland).

However, Fitbit’s announcement released in 6/2023 (version 194.61) stated the following:

• "Firmware releases are not distributed based on region or location"
• "This is a progressive rollout and all customers can expect to have it within a few weeks".

Why am I receiving conflicting information from customer service compared to Fitbit's official release notes, and what could be the actual problem with my device? I would like this matter resolved before my device’s warranty expires.

[Julia_G]

Hi, @tm424 , I have flagged your post for Moderator attention and hopefully someone will be along soon to give you some help with your issue.

[EstuardoFitbit]

Hello @tm424, it is nice to see you around. @Julia_G Thanks a lot for bringing this to my attention. 

I apologize for the trouble you've experienced with our support team. We value your feedback and want to help.

Firmware updates are released globally, not region-specific. If you're still using an older version, try a set up as new. To do this, tap the top left corner of the Fitbit app, then select "Add a new device," choose your Charge 5, and follow the on-screen instructions.

[tm424]

Thank you for your response and suggestion. Unfortunately, I have already tried the "set up as new" method that customer service recommended, but it didn’t help resolve the issue. I have also tried several other troubleshooting steps suggested by customer service, but none of them resolved the issue. Ultimately, I was told that the update simply has not been released in my region yet.

The most recent response I received from customer service, translated freely into English, was as follows:

"We see from our system that there is currently no system update available for your Charge 5 device. The latest version of the update is rolled out regionally, so we ask for your patience and to monitor announcements in the Fitbit app for when the update becomes available to you."

I tried to follow up on this by mentioning that the Fitbit forum states that updates are not distributed by region. I also asked if it is possible that even the update released over a year ago is still not available in Finland. However, instead of getting an answer, I received only a feedback survey from Google, suggesting that my support ticket might have been closed:

"Thank you for contacting Google support. We hope you were satisfied with the resolution of your issue. Below is a quick survey regarding your experience, which will help us improve our service."

Given this situation, what can I do to ensure that my issue is properly addressed and resolved?

[Sean_in_sd]

What about the Fitbit app? Is it up to date?

[tm424]

Yes, my Fitbit app is up to date, and I'm using the latest iOS version 17.5.1.

I have also tried setting up the device again and performing a factory reset, but unfortunately, this hasn’t helped either.

[adamweiss]

I’m in the same boat here in Australia. Fitbit even sent me a new device and it hasn’t gotten the update either. 

[tm424]

@EstuardoFitbit I haven’t received a response from customer support for over 2.5 weeks, and there hasn’t been any update on this thread either. Is there any way I can get this issue resolved? It seems like customer support might not have the right tools to address the problem, as I’ve received some conflicting information from them. After I sent a message 2.5 weeks ago highlighting these inconsistencies, I haven’t heard anything back. Any advice on how to proceed would be greatly appreciated.

[Tyrin]

I am having the same issue with my Charge 5 here in the USA. Firmware version 57.200001.188.58 ... no update option showing. Most up to date version of android app from google play store.