Charge 6 . Firmware update v 220.21 available

[JuanFitbit]

We’re excited to announce the firmware update (v 220.21) for Charge 6 is rolling out over the next couple of weeks. 

WHAT’S NEW

• Fitbit Charge 6 now offers expanded compatibility with exercise machines, displaying real-time heart rate during workouts. Learn more here.
• Three new clock faces 

• Bug fixes and improvements

Full release notes can be found here.

HOW DO I UPDATE?

See How do I update my Fitbit device? for instructions for updating your Charge 6. If you run into difficulty updating, please review Why can't I update my Fitbit device?

We’d love to hear your thoughts on this update! Please share what you enjoy about it. If you experience any unexpected behavior during or after the update, kindly post the details below.

[Geoff12345]

My Charge 6 is having issues with the button and screen not turning on. It seems many have the same problem. I'm sure it's connected some how but they won't come forward and acknowledge it. Definitely somethings not right. Also today the app stopped loading...could be coincidence or connected. That part I'm not sure sure of yet.

[SherieB]

I have the same issue now. How did you fix it? It goes from full battery to dying in a few hours. It makes my device unusable...

[Martavbvs]

Mine was the same. Problem was not resolved.

[Craneum]

my device is showing Charge 6. Version 20001.214.24 which seems to be old but it is not giving me a way to update the version, so can you tell me do I have the latest version?  I'm having a new problem whereby it recently in the last day will not allow me to change my hours of activity

[Youngie73]

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@Craneum wrote:

my device is showing Charge 6. Version 20001.214.24

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Mine too. 214.24 seems to be the latest version before the coming (?) 220.21.

[jimboCO]

👍

[rodster]

So, the 220.21 update was available to me pretty early on (I was on 214.24). However, every time I went to update it, it just failed to update.

And every time I opened the app, I kept getting told there was firmware available.

I eventually opened up a support case with Google support, and they initiated a RMA replacement!

I've got the replacement - but after pairing it did a firmware update to 214.24, and so far, no sign of the 220.21 that I had seen before!

So perhaps they're having some issues with the update not installing. Presumably there's something slowing down the rollout.

Personally, I'm happier to not be constantly nagged about a firmware update which fails to install, so I'm a bit more patient now than I was before!

[xambro]

Now im worried cause support leveled up my case to tier 2 team and I should be hearing back any time now. They’re probably just gonna replace it which I don’t want. 

[Martavbvs]

What were the steps you taken to get your case escalated? What's the link?
Thanks in advance for your help.

[xambro]

What I did was I contacted just regular Fitbit support, they followed me through some troubleshooting steps which didn’t help, and then they said they would email with the final troubleshooting steps. I received the email and I did the steps, which didn’t work. They said that if it didn’t show up within the next 48 hours to email back. So I did. Then they emailed me back and said they escalated the case to the tier 2 support team. Now im waiting for an email from them. If I were you, I’d just contact support and tell you what’s happening.

[Martavbvs]

Thanks!

[rodster]

Like others have said, I didn't need to escalate. Just contacted support chat on Fitbit/Google support, and once their steps didn't work, and I provided screenshots, they initiated the  RMA, which I didn't expect at all. I assumed they'd just fix the update instead. 

They escalated internally in real time. They just asked me to wait 5 mins while they talked to senior support, and then kicked off the RMA there and then. 

It was all very fast. 

[xambro]

So I got an explanation from support. The update will only be available when the device needs it. They explained that this update is different from the others, so whoever has not gotten it yet don’t worry because that means your device dosent need it yet. They said nothing will happen with your watch if you don’t get it for another little bit. I do agree that they shouldn’t have announced it quite yet especially because there have only been a few people that have gotten it, but now that I’ve gotten an explanation that makes sense, im fine.

[Nick4242]

Who decides of I "need" new faces or enhanced Bluetooth heartrate monitor connectivity?

Sounds like an improvised reply from a support person who's also been left in the dark.

[AstroMike]

So, my Charge 6 doesn't 'need' the update that was supposed to solve all the problems? Its fine that I have to re-boot my phone every couple of days before it will sync and that it keeps telling me to load apps which don't exist? Yesterday the Android app openened to a black screen and would only work when it was removed and reinstalled YET AGAIN. Silly old me - I was working under the apprehension that this piece of garbage was actually meant to do what the adverts promised 😡  I'm pleased for you if you think this 'is fine' but I will never buy another item from this company.

[xambro]

Well maybe chill out a little bit and be patient it will come eventually they are trying to fix it.

[Nick4242]

Looks like they've moved on to other things. The mangled comms give no confidence anyone is working on this anymore.