Firmware update starts/stuck when already on v122

[Jara7]

Same problem and they didn't even offer a replacement. I won't recomend this product.

[ssoublin]

Hi everyone,

I´m very disappointed with my fibit charge HR. 

I bought mine in january and I already had a replacement. Now, I´ve tried to set up the new device (that was working just fine) and it stopped working. Sometimes it shows V122 on the screen but most of time shows nothing and keeps blinking green differently than when is capturing heart rate. 

When I try to set up again, the tracker shows de code very quickly and the app say it´s incorrect. But most of time the app don´t recognize the tracker.

I´ve already tried to restart the replacement and it didn´t work.

Just for the record: my sister´s charge HR has to be replaced and my husband´s (photo attached) stopped working too.

I live in Brazil and it´s very difficult to replace from here.

Very very disappointed!

[Ilene-n]

I am worried cause my Fitbit charge HR is working great.

Ilene

[AaronR]

Same thing happened to me. 4 emails and told the same thing. Get offered a 6 months premium membership. Great but without a tracker not really a smart offer. Last email I sent was 10 days ago. No response, bad form fitbit.

[EatSleepSpin]

Hi, I had the half bar of death on my charge HR 5 days ago and I don't know what combination I did, but I managed to get rid of it.

I'll outline all the things I tried, in case it helps someone else.

On Monday, I tried the first suggestion a number of times. Plugged it into charge and held the off button for about 20 seconds, waited for the green light to flash a few times.

Secondly I tried to unpair it with my
iPhone. This was successful but then the HBOD came back and I couldn't pair the phone back with the charge HR. It found the device but got stuck connecting. I left it for a good few hours with no change. I also let it charge over night with the HBOD which made no difference.

Finally, I let it drain the battery completely and left it for a few days. Today, 5 days later, I tried again; plugged it in to charge, got the HBOD. Then held the power button for 20 seconds and the usual green light flashed a couple of times. It started charging and the HBOD had gone. I then paired with my phone and it's connected. Everything seems back in order. My data is back and I'm very happy to say there is no HBOD and i can see tracking data.

I really hope this helps someone else, as I can see the frustration for those who have already had a replacement or those out of warranty.

[EatSleepSpin]

Ignore the above. The half bar stuck update is back.

[JuanJoFitbit]

Hi everyone! So sorry to hear about the issues you have experienced with your Fitbit Charge HR. In this case, I recommend contacting our Support team so they can review your cases and get you back on track.

@Jara7 Welcome to our Community! I would like to know if our Support team reviewed your warranty and would like to know what they told you. 

@Ilene-n Regarding your question, the V122 is the firmware version and it's a software that the trackers use. I'm so glad to hear that your Charge HR is working great, though.

@AaronR Thanks for joining us! I would like to know how long ago did you purchase your tracker since the warranty period is good for 1 year. If your warranty is within a year, I recommend contacting our Support team again in case your tracker is having more issues.

@EatSleepSpin A warm welcome to the forums! Seems that you already troubleshooted this issue properly. I suggest you to contact our Customer Support department as well by clicking the links shared by me above.

Keep me posted my friends if anything else is needed! 

[AaronR]

Greatly appreciate your response JuanJoFitbit.

My original tracker was more than a year old. However the clasp broke and Fitbit sent a new replacement tracker. Then they bricked the replacement with the firmware update.

I understand warranties, but (and this is the point of my complaint to their so called support team) a firmware update is not a warranty issue. Warranties should cover manufacturing, if you buy a tracker and it doesn't turn on or breaks, or goes nuclear like a Note 7 then a warranty should cover that.

Certainly a time period limit has to be placed on that warranty as wear and tear will eventually get the better of the product.

However a firmware update is not a manufacturing or wear and tear issue. Fitbit botched it on my tracker and therefore the fault lies with them.

My Google Nexus 9 tablet had the same problem when Google updated it Android 6.0 marshmallow. It got stuck leaving me with a nice black brick. Hardware was well over a year old. Google sent me a new one immediately.

Fitbit should give them a call to see how support is really done..

AaronR.

[Shag]

I've tried what you have suggested but cannot impair the Fitbit as when I try I get a message that says it can't be done because the device is updating.

[Shag]

Success! I took the advice of the moderator and called the support team. After 51 minutes on the phone, three failed reset attempts and elevation to a supervisor I got satisfaction. My new Fitbit is on the way. It boggles my mind the difficulty I had getting this replaced as it was under warranty compared to my prior experience when the push button fell off and they replaced it almost immediately. Oh well, the only advice I can offer is be persistent and elevate the issue until you get satisfaction.

[EatSleepSpin]

FitBit have now replaced mine as, fortunately it was in warranty. Third time lucky as they say. the first one stopped charging within days of purchasing and the store swapped it free. I don't think a fitness tracker should last Months, looking at the above posts, I'm not alone. If this one dies too, i'll look at a more reliable, long-lasting tracker. I just can't afford to replace a tracker every year or so.

[voxgroove]

Agreed. I am in the same situation and super disappointed at the result with an offer of 25% on a new device.

I am not planning on purchasing a new one.

My $180 tracker showed amazing physical resilience and lasted 14 months, until this update, which stuck in the status bar and also looped my battery, taking it from 3 days to approximately 7 hours.

Very poor accountability for an issue caused by your own software update Fitbit.

[voxgroove]

I am super disappointed at the Fitbit Support response of an offer of 25% on a new device. This is after my providing my receipt for proof of my purchase.

I am not planning on purchasing a new one.

My $180 tracker showed amazing physical resilience and lasted 14 months, until this update, which stuck in the status bar and also looped my battery, taking it from 3 days to approximately 7 hours.

I followed all the instructions on fixing the update issue. Now I have a partially functioning device with only a poriton of the battery life and the update status bar showing intermittantly.

Very poor accountability for an issue that, by my personal timeline of events and from the posts I'm seeing on this community board, is directly caused by your own software update Fitbit.

[lcswgina]

I tried to update my tracker about a month ago and it froze. I have been using an older one since mine is out of warrantee. I keep getting the message to update. Is it safe yet? Or should I just ignore the update? I did notice that it is not tracking my sleep properly, as it keeps saying I am sleeping when I am not. 

[ritual]

Hi lcswgina,

You would be brave to update but its up to you. I know that like you my
watch was out of warranty and I have had no response except you may be
eligible to receive a 10% discount on a new tracker (if I live in the USA -
which I do not). So basically I'm up **ahem** creek and my paddle is like my
fitbit. Fitbit has considered my post to be inflammatory and has removed it
or so their email has informed me.

Hope you have better luck than me if you do decide to update the firmware
on your fitbit. You may be one of the lucky ones where it actually works,
or only needs a factory restart. I hope so and good luck.

Regards
Ritual

[Unsattisfied]

When this Firmware update by itself and got stuck halfway.. What are the solution. Clearly the steps given out by you does not work. And by contacting the support team, they would tell to repeat the same. So many post up about this firmware, never one had the solution. Is Fitbit releasing this firmware by purpose to spoil all the tracker so that users will buy a new one? 

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[girliem]

my fitbit charge HR is stuck with a half filled rectangle on the screen, wont charge  or do anything, the v22 came on the display earlier and briefly the wrong time came up but went off,obviously not syncing as wont respond to anything have tried all the advice on here but nothing will work,got it on 10th april this year,what a waste of money if i cant get it to work,,have emailed customer support, but as i ca'n even rest it i dont see what cab be done..gutted!

[rdw1]

Will Fitbit notify ALL us frustrated HR owners on this thread when a new update to correct this mess is available?

[baxter21073]

I have done a great deal of research on this and under the warranty, they exclude software from any warranty.  They only warrant the hardware.  So in a sense, if it is software related and out of warranty, there is nothing that can be done.  Through my reaching out to Customer service, I have asked for clarification of why this is being isolated to individual fitbit devices (their response to warranty) when this update or whatever was updated impacts hundreds of users.  I am not holding my breath on any positive response.  I do not like their business practices in this matter and while no other fitness tracker has any reviews that are better, I am probably going to move on and end this fasination with the fitness tracker enthusiasm.  In a sense, between me and my significant other, the life of the product is 9 months.  This represents $12.50 a month for an Charge HR.  Thought the device would last longer but from actual experience this is taking too much time and adding too much stess to my life and I do not have a fitness tracker to let me know how that is impacting me.  Thanks for letting me vent and maybe seeing some humor in the Fitness Tracker craze era of our lives.

[quasar]

just had a chat with customer support and they were no help