Can we get an ETA on the next firmware update?

[Browser-Ice]

When users report an issue about a product (hardware or software) that affects many people, the development/support team of this product evaluates if this is really a problem about their product and not an isolated case, then work on finding a solution for it  Once the solution is found, its being tested to make sure it does resolve the reported issue.  Then an official announcement is sent out to announce the delivery of this solution/fix. For a hardware, it is usually called a firmware update.  For a software it is usually called a patch update.

(talking only about firmware udpates from this point)

Following reported issues:

1) If there are no announced firmware updates at all, it normally mean there are no outstanding issues to fix or that the reported issues are isolated cases or have nothing to do with their supported hardware/software.

2) If a firmware was announced, started to be delivered but the users reported some/all of the issues mentioned in this firmware update are still not fixed, then an announced is normally sent out saying they are working on a fix for this firmware update to address the non-fixed issues.

3) Now if a firmware was announced, started to be delivered but was then suddenly put on hold, this usually mean  there are major issues with this firmware udpate (incompatible, problem running, causing more problems thant what it is supposed to fix, ...).  But if there is no official statement to explain why it is still on hold, usually mean they have not figure out what is going or somehow they cannot find a solution.

With the pandemic that has been going on for the past 3 years, lack of staff can also affect the ability to investigate/fix/deliver firmware updates.  But this would normally be explained in some way in an announcement or on the internet site.

Also, normally a company doing firmware updates would make public the list of official recognized issues with a status on whatever fix they are working on with a possible release date.  But unless I am wrong, it is not the case here.

For as far as I can tell, it sounds like Inspire 3 is suffering from case #3. 

Guys, its been 2 months so far since the last firmware update was put on hold.  When will theire be an official announcement of what is going on with this firmware update and explain when can we expect to have the next firmware update (no exact dates are needed but at least something like Spring-2024 or the likes)?

P.S. : I have been doing service management + delivery management + incident/change/problem management for 20 years.

[JohnnyRow]

Generally Fitbit does not pre-announce firmware updates.

[lmacmil]

And yet, LizzyFitbit posted the following on July 13th:  (I added the italics.)

7/13 Update: We’re continuing to roll out this firmware for the Inspire 3 Firmware Update 194.61, and expect more customers are able to update their devices. This is a progressive rollout and all customers can expect to have it within a few weeks. We release updates in phases so that we can monitor performance closely and make adjustments if needed. If you don't see the option to update, don't worry - you'll have it soon!

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We’re excited to announce that a firmware update version 194.61 for Inspire 3 will be available soon!

[JohnnyRow]

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@lmacmil wrote:

And yet, LizzyFitbit posted the following on July 13th:  (I added the italics.)

7/13 Update: We’re continuing to roll out this firmware for the Inspire 3 Firmware Update 194.61, and expect more customers are able to update their devices. This is a progressive rollout and all customers can expect to have it within a few weeks. We release updates in phases so that we can monitor performance closely and make adjustments if needed. If you don't see the option to update, don't worry - you'll have it soon!

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We’re excited to announce that a firmware update version 194.61 for Inspire 3 will be available soon!

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Yes, but note she said "We’re continuing to roll out" . . .  meaning that it has been released but firmware releases roll out slowly and it might be while until it gets to you so please be patient.  I agree the wording "will be available soon" doesn't really convey that well, and conversely, fitbit often states "is available", which just means they have released it but still might take quite a while until it is available to each particular user.