Issues with firmware 194.91 - black screen and rapid battery discharge

[fhsantos]

After using the previous firmware for an extended period, I followed the instructions in my Fitbit app to update my Charge 5's firmware to version 57.200001.194.91. The firmware update went smoothly, taking only several minutes and appearing to work fine. However, it didn't take long for issues to arise. Firstly, I noticed that the battery was discharging extremely fast. Then, just one day after the update, the tracker suddenly entered a frantic vibration mode while I was wearing it, and it didn't stop until the battery was completely drained. I attempted to recharge the tracker, but with no success – it displayed a black screen. I reached out to Fitbit support, and they guided me through a reboot of the tracker. The screen shows the Fitbit log during reboot, but goes black after the reboot. I shared photos of the tracker along with screenshots from the Fitbit app with them. Unfortunately, tech support was unable to assist me in downgrading the firmware and instructed me to wait for someone to contact me via email within the next 24 hours.

*****
I received the e-mail back with the following message:
Hi Felipe,

Thanks for providing additional information. Unfortunately, your product doesn’t meet the replacement requirements of our warranty policy. For details about our warranty policy, see fitbit.com/returns.

You can learn more about the latest options in the Fitbit family of products at fitbit.com/compare and fitbit.com/store.

If you have any other questions, please visit help.fitbit.com.

Sincerely,
Arvie V. and the Fitbit Team

Join the growing Fitbit Community! Get answers. Stay motivated. Find Fitbit friends.

******

After rebooting the tracker, it syncs successfully, even though the screen remains black. I can tell the laser is working while I'm wearing it. As I mentioned earlier, the screen responds when I request the tracker to change the clock face or initiate a reboot. Now, Fitbit is stating that they can't resolve the issue without charging me for a new tracker. This is surreal since the tracker was functioning perfectly before the firmware update. They released a firmware update that caused my tracker to malfunction, and now they expect me to pay for it?

[fhsantos]

I just reached out to Fitbit support once again this morning, and I was politely informed that, despite Fitbit (Google) breaking my tracker with a firmware update, I have to buy another one. There is no fix to this issue. Make sure you take screenshots of the chat or copy it. It might be time to switch to Garmin.

Copy of the chat this morning:

My tracker stopped working after a software update.
How do I roll the firmware back
08:18 am
Lukas
At this point you have tried the possible troubleshooting
08:19 am
I don't want to buy a new tracker, the one I have works just fine if we roll the firmware back.
08:19 am
Lukas
And it's not possible to downgrade the firmeare
firmware
08:19 am
Does it mean you are forcing me to buy a new tracker?
08:19 am
Lukas
No, it's not an obligation, you can choose if you want to do that or not
08:19 am
When I bought the tracker, I bought it for a reason.
Your product stopped working after a software update.
How is that my problem?
I completely agree that if the damage was caused by the user, me, dropping it, or causing any damage to the unit, it would be out of warranty.
However, Fitbit pushed the firmware update.
You guys broke my device, not me.
08:22 am
Lukas
Okay Felipe, I understand you point and as I said this is just the information we are requiered to provide. I can't answer your question, it's not your fault, however, when you purchase a Fitbit device you also acept the terms of use which allows Fitbit to update your device
08:25 am

[TheFireKnight]

I'm experiencing the same battery drain issue on this firmware version, and every time I manually sync my battery drops 3%.

This issue is causing me to have to charge my device at least once a day. It lasted up to 5 days before the firmware update with my normal usage pattern.

I've been using the Fitbit Charge since the 3rd edition and I don't see a reason why I should be considering the Charge 6 given I don't care for any of those Google services and it's not a major functional upgrade. But if I have to change to a different brand of fitness band then my premium subscription goes out the door along with it.

[rgillanders]

Same has happened to me.  I have had a FITBIT for years and when I updated to the latest release everything went down the tubes.  No assistance from Google/Fitbit can make it work.  Like you I have the Fitbit Premium which does not expire until October, 2024.   It infuriates me that they tell us to buy a new Fitbit.  Why would I do that when Google is no longer supporting the Charge 5.   I noticed on the website that a Charge 5 is no longer available for purchase.  However, I have seen Charge 5's for sale at Costco (February, 2024).  I will NEVER purchase anything from GOOGLE because of this lack of support.  I was tempted to just stand at the Charge 5 display at Costco and tell people not to buy it. 

[Steanti]

My wife’s charge 5 has also just started doing the same.

After a few hours of repeatedly attempting to do as instructed… well almost, how are you supposed to change the clock screen on a device that won’t start and won’t pair exactly? Nothing changes.

this is my wife’s 3rd Fitbit. We both had a charge 3 that’d died after a firmware update.  So we both got charge 4’s, and they also died after a firmware update.

my wife wanted a new Fitbit and got a 5, I outright refused to ever touch Fitbit and their apparent forced upgrade policy ever again.

my wife’s now doubly mad, 1 because she’s fresh out of the warranty period and this happened soon after. 2 because I was right and she knows it.

Feels like shark practices at work!

[TheFireKnight]

I decided to perform a factory reset and see what happens. So far it seems like the battery drain is slightly improved but it could be a false impression.

I'll have to see how it is tomorrow.

My previous Charge 3 and 4 both had bad wristband connectors (which broke and could not attach a new one).

The Charge 5 so far has been sturdy... if it weren't for the firmware issue.

[TheFireKnight]

Quick update.

The battery only went down by 4% overnight (promising result), but I didn't have the always-on display mode enabled after the reset.

I prefer having it enabled along with the off-hours setting and it's how it was set before the update.

I'll try it again tonight and see if it holds up.

[TheFireKnight]

New update.

It looks like it's holding its charge now. It's close enough to how it was before the firmware update.

I synced with my app before performing the reset and then went for it.

I think it's worth trying for anyone with the battery drainage issue after the update.