Fitbit OS 4.0.2 - Firmware Release (27.68.9.15)

[MattFitbit]

Fitbit Update: 10/9

Hi everyone,

We’re excited to announce the release of Fitbit OS 4.0.2, available for Ionic (Firmware Version: 27.68.9.15). 

We've begun releasing this new firmware to customers. This is a progressive rollout which means everyone will receive it at different stages until it has been completely released to all users. We roll out releases in phases as a cautionary measure so that we can monitor performance closely and make adjustments if needed. 

*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.

WHAT’S NEW AND FIXED

 
This release includes bug fixes and improvements.

HOW DO I UPDATE?

Step by step instructions for updating your Ionic can be found here. 

If you run into any trouble updating your Ionic, I recommend reviewing these troubleshooting tips. 

We appreciate your patience while we work to roll this out to everyone.  

[Iain_K]

@NEq1Guy 

If you are inside the 12 month cutoff they will see you right.  Otherwise they want you to send good money after bad.

If I had broken it I could accept that, as I did when my Charge 2 died, but when they have inficted a faulty firmware update which by there own admission you must eventually accept, then the situation is very different. Morally, if not legally.

[PetraDB]

Hi guys, 

So I was lucky because the warranty period in the EEA is two years (Belgian resident). I explained the problem in the shop where I bought the device (AS Adventure, good service !) and they immediately proposed to give me a voucher. They couldn't replace the device as they don't work with Fitbit anymore since last summer. I wonder why... So I got a full refund, 300 euros, which I will use to buy a new device, but no Fitbit for me anymore ! The new Garmins are released this quarter, so I'm waiting impatiently to buy mine ^^.

Good luck to you all to get a refund, just keep on making noice and they will have to react at some point! I have sent an email to a radio programme "De Inspecteur" in Belgium and am thinking about contacting Test-Aankoop as well, it is a Council member of Consumers International that defends consumers. I strongly suggest you do the same in your countries. 

[jcrben]

My device refuses to sync. Itsy got a red exclamation point instead of a sync button, presumably to push me to update.

Fitbit needs to release the statistics on how many phones are bricked by firmware updates. Anyway, I guess I won't be syncing until 4.03 ships as I don't want to risk it.

[prodmitry]

Just called Customer Service. Case 32563512.

They said that apart from the 25% discount, they can do nothing more.

I am not ready to waste $200 again.

[DevonD]

Same here.  I'm not paying to replace a perfectly working watch that they killed.  If anything, their IT Dept needs to replace my watch for releasing bad codes

[kyla_s]

@YojanaFitbit, @MattFitbit, Thank you for responding.

Yes, I have questions. I understand that eventually, I will need to update. However what is the incentive to update when this firmware update, just like the previous firmware update, is killing 50% or more of peoples Ionics? Have you guys figured out why so many of these updates are failing and killing Ionics? Are the programmers/engineers looking into this problem at all?  Are your programmers/engineers working to fix this with another upgrade? Is Fitbit planning on releasing any kind of actual helpful information regarding this problem? Clearly many people are experiencing this problem but so far all your answers appear to be skirting around the real issue.

I'm glad this update seems to be working for some people. Is there something they did differently than the people that had their devices break? Is there some correlation? 

What is Fitbit doing concerning all of these complaints? There are so many is this feed alone but there are several more outside of this forum as their own complaint.

And lastly is there a terms of service we agree to for this update? If yes, could I see a link to them please?

[Iain_K]

@wck777 So just to confirm, was yours outside the warranty period when it died and they have agreed to replace it?

[acs326]

When I tried to apply the update on 10/11 my Fitbit died.  No display.  No lights. Nothing.

I called Customer Service on 10/12 and went through all the steps I had already done - multiple attempts to reset, plugging into a different electrical source, cleaning the charger points, etc. 

I was told that the issue was being passed to the next level of customer service and I would be contacted with my 'options'. 

I have heard nothing.  It is still within the 1 year warranty period and I want to know what will be done. I didn't  break the device -- the firmware update did.  I have never had a device broken by an attempted update. Errors, yes. Weird responses post update, yes.  But never had a device broken by an update.  

I would like contact from Fitbit ASAP. 

[Iain_K]

I have left my opinion where I can to help potential customers make an informed decision.  By the time you have access to these forums its likely too late for many.  

Moderator edit: Word choice 

[Iain_K]

I guess those that wish to leave feedback will just have to take the three seconds to google the appropriate link themselves.

Moderator edit: Word Choice

[FitmanFit]

@YojanaFitbit 

You wrote in response to another user: "If you want to hold on for this update you can do so, but eventually you will have to update it."

Where does the inevitability of updating come from? 

Can I not just continue to use my Ionic as it is? If not, why not?

It seems updates are not without risk and as long as we don't know what the problem is -- hardware failure, user error, phones going to sleep, incompatibility with some watchfaces or apps, bug in in the new firmware -- it would seem foolish to attempt an update. 

Note that we don't even know what to expect from the update. Some have shared news about a new quick menu. What if I don't like these changes, if I prefer the notification shade as it is. Are you telling me that I have no choice?

How will the update be forced if I never accept the offer?

Do I need to remove WiFi access to the Fitbit app to be safe that there won't be a forced update?

I appreciate that I asked a number of questions but you probably agree that these are exceptional times. 

[Tbottorf]

I have been attempting to get Fitbit to own up to their failure since 10/10 when I performed the update on my working Ionic.  The update loaded fine, I had the "whats new" screens and all seemed ok.  Until I was instructed to connect the charging cord and calibrate the Ionic.  After a few minutes the screen went dark, the heart rate lights are also dead.  I spent an hour in the online chat doing everything that they asked only for them to come back and say they had great news.  They are going to give me a 25% discount so that I can repurchase a product that was working with not troubles until the update that they told me I needed to make my Ionic even better killed it.  I completed their survey which pushed my case up to another level.  After a couple of emails back and forth the continue to call back on the 12 month warranty and offer no help.

I understand that my warranty is only 12 months in the US, and I have had mine since January 2018 so technically I am outside of the warranty.  If the Ionic had died on its own before the update I may have just said, "Oh well, that happens" and purchased a replacement.  But when it is their fault that my Ionic is now dead I feel that the 25% offer is more of an insult than solution.

I urge all of you to light up the phone lines, contact the media, and the BBB to lodge complaints.  This is not a good business practice and they should be held accountable.

[Ecuamer]

I am in a similar predicament.

i don’t understand why Fitbit won’t remove the firmware .

i was also offered 25% and I explained them the samerhng you mentioned .

i am waiting for them to get back to me ( in email ) if they would replace my Ionic that is out of warranty .

[Ellie2401]

My ionic stopped working last night no screen display, no green lights on the back. Won’t respond to being charged and won’t respond to restart procedure. It’s just over a year old can someone help me to get it working again. 

Moderator edit: Subject for clarity 

[Ieb1]

Mine died last night too. No warning no lights - just dead. I shall watch for replies to your question. 

I have tried the resets that are in the community pages but nothing 

[NIcLouD]

Exactly the same, wont register anything

[Ellie2401]

Are you on Android ?

[Ieb1]

No I am on Apple 

[Dom661]

Im not happy one min my ionic is working just fine then next thing I know its totally blank. i have a suspicion that it's caused by the new update Hope to God this isn't permanent!!

FITBIT HELPPPPP!!!!!!!!

[Dom661]

wow update bricked my ionic that i paid $300 for. what joke!!!! I expect you to correct this problem Fitbit or replace my device. I'll be checking back for your response.