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.  

[Sfaynor]

Should it matter how "out" it was?

I buy a Honda, pay off the car, baby that car for 10 years. Then Honda calls, says we need to update the software on your vehicle. To make it run better. Even though, you think it's fine, they call you every single day. 

Their software breaks my car. Then they say, oh sorry, well. We can give you a discount on a new vehicle. 

How is Fitbit getting away with this?

[Sfaynor]

So, based on the knowledge now that bluetooth is corrupting Ionic software,
going to sleep was a bad idea?

What exactly was I supposed to do as I saw the blue line go across the
screen as it updated? I have zero control.

Compared to driving a Tesla, I wouldn't sleep as I have alot more control
over the vehicle. Actually, If Tesla told me they had an update for my
vehicle, and it broke my vehicle and they told me sorry, but we can give
you a discount for a new one while we trash your current working car that
we just broke.....

Moderator edit: Format and word choice 

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance with your Ionic devices and the firmware update process.

@Iain_K Thanks for sharing your personal experience with the assistance that was shared by our Support team, I'm happy to know that after speaking with them about this situation a replacement process was initiated to get you back on track. Please do not hesitate to contact me back if you need anything else, I'll be around.,

@RonaldBeuker Thanks for your post. Just as mentioned by @benedikt.ebli, this is a progressive rollout. We roll out releases in phases as a cautionary measure so that we can monitor performance closely and make adjustments if needed. 

@Sfaynor Thanks for the input that was shared with us. Since our Customer Support team provided you assistance regarding this situation, my best advice for you at this moment will be to contact them back if you have any additional questions about the outcome of your case. I'll be here if you need anything else.

@chris-bit @aviation For any warranty-related inquiry, I suggest you guys to check our warranty policies here for more information and details. When it comes to a warranty process, our Support team refer to such information to move forward.

I'll be around, let me know if you have any additional questions.

[Sfaynor]

@RicardoFitbit They offered 25% of a new watch. 

My plan is to continue to share critical feedback as I feel bitbit just stole $250 out of my wallet. And no, I'm not at all happy. 

Now they are requesting another $187. 

Originally, i paid $250 to receive an item from Fitbit. Fair trade. Instead, what I was sold, was a car with a known severe engine problem. Fitbit got their money, and I am out $250. 

Meanwhile, i use my Fitbit to log steps, sleep, and everything else into my company's fitness program. I get money back for being active. Now? I get nothing. Great.

[Iain_K]

“We roll out releases in phases as a cautionary measure so that we can monitor performance closely and make adjustments if needed.”  
This is a tacit admission that the firmware updates are buggy. Your existing customers are not your beta testers.  If you insist on carrying your business out this way at least roll out the updates on those who still have warranty coverage for when the update does brick a device  

Much as I’m grateful that Fitbit have finally chosen to replace my ionic I’m disappointed to see the same lines and strategies playing out here over and over still.
Fitbit don’t seem to have taken on board the lesson from this mess. 

[AlexVanB]

Hi @Iain_K ,

congratulations, I think you are one of the few users that received a replacement outside of warranty.

I have a similar issue as you had, my Ionic died hours after I updated the OS - 15 months after I purchased it. I have been a loyal user for more than 6 years and always upgraded to the more expensive model (Zip -> Charge -> Blaze -> Ionic).

I wrote couple of emails to the support team, but they only responded with standard phrases and the usual offer of 25% discount. I don't understand why fitbit doesn't acknowledge that their OS update destroyed my Ionic and that the expectation in these cases is to either fix the tracker or replace it - even when the warranty has expired. I don't like to be a test user for their OS update and be left alone if the update breaks the hardware.

I'm wondering if they really think that someone is willing to pay 250 CAD for hardware that is already 2 years old.

Nevertheless, I was able to reactivate my old Blaze and will use it until I decided which tracker I will buy next.

One thing is fore sure, it will not be a fitbit.

[Noddyhawk]

@RicardoFitbit Just a quick note to let you know my watch is still working
after the update and I love it more than ever.

Lisa

[Bodaciuos]

Yep, exact same issue.  Did the update.  Screen was not working correctly right away.  Too dim, too bright, inconstant, and unresponsive.

Then, went dead.

Contacted customer support, did all the steps, and finally offered a discount on old clearance products.  Some, same price as other vendors currently after the discount.

For a rather expensive Smartwatch, I would expect to get more than  22 months out of.

May visit other Smarthwatch companies instead.

Sadly.

[Ajesh]

I have the same issue. Was working fine, but the app kept showing notification that an update was available. Checked the website to see what features I could expect. of course, the website showed nothing called a "What's new". 

Finally, gave in and started the updated. Now the ionic reboots, shows the logo and then I get a blank screen. I have tried the 2-button, 3-button reset many, many, many times with no luck.

It pairs with my phone and asks me to enter the 4-digit number shown on the Ionic screen, but the screen is just blank.

This ionic is a replacement for the one I got in Sept 2018. That died, was under warranty, and Fitbit sent me a replacement in March. It is now Oct 2019, just out of warrant, I guess.

[Bulldog5150]

Same thing here! They offered me 25% off a new one after their update rendered mine useless! Never again will I purchase a Fitbit product!!!!!!

[SunsetRunner]

then what is the fix ? 

Moderator edit: format

[SunsetRunner]

I updated as soon as I received the notification and have had 0 problems. Its been about a week since I upgraded. 

[Sfaynor]

@SunsetRunner  wonderful to hear your watch is working well since the update. 

But sadly, my watch is not. It was an awesome watch, as you of course know. Now there is nothing I can do. I wish I was in your shoes Sergio. 

Now it seems I have to spend another $200 after spending $250 a year ago when I've done nothing but baby the watch and the software corrupted it. 

I'm going to continue to post until Fitbit decides to make this situation right. If so few of us are affected by this software update, then take care of us few that are affected. 

If i dropped it in the street and it broke, fine, I'll pay up, that's my fault. But this was not my doing. And it is very sad that this is how Fitbit is deciding to treat their customers. 

[Sfaynor]

I have purchased the original black fitbit, the cheaper one, when it first came out. Actually purchased two of them I enjoyed them so much. Then i purchased the blaze, i enjoyed that one as well. I then went ahead and purchased a Versa for my mother and a Blaze for my father. I also purchased a Versa for my girlfriend. 

Then the Ionic came out and I sprung for that, loved it, enjoyed using all of its functions. Never an issue with the watch, the app software, or anything. 

Update pops on the screen and for whatever reason, I chose bluetooth to update and went to sleep. Woke up to a broken watch. 

So I have spent my fair share of money with this company and supported them for many years. I am not a first time fitbit watch buyer. I have bought EASILY over seven different watches for myself and others. 

Let's go Fitbit. Time to step up to the plate for this one. 

[Ajesh]

That's what I told them. It's their aoftware that killed it. Why am i being penalized? If I'd broken it I would take responsibility for it.Sent from my Samsung Galaxy smartphone.

[Bodaciuos]

Funny thing is.....

.........If mine would have broken due to me being rough on it, I prob would have blamed myself and bought a new one.

But, the issues happened right after a firmware update.

I never would have Googled this topic, and found this being a common issue.

Awaiting to see a viable solution, but, 25% off out dated clearance Smartwatches is not a viable solution for me.

[Sfaynor]

@Bodaciuos especially considering the cost. 

I think I spent $250 on the Ionic, bought a charger for work and home so I always have a place to charge it..

And now, they want another $187? Haha

No. I am seriously looking at all my other options at this point in time. It sucks but if a company cannot stand behind their product line, then it is not a company I choose to do business worth. 

I spent over $1000 easily with watches from Fitbit. If something newer than the ionic came out? I would probably lay down some money on it too. But now? I'm telling everyone I know to stay away. 

[SadhbhC]

I got the banner on the app asking me to update. I couldn't that day. The banner went away and it hasn't come back and the app says the device updates are up to date when it is not. Will the update banner return to the app? Is there another way of updating the device.

[Sfaynor]

@SadhbhC I reccomend you do research before updating your watch. 

From what I have gathered, a bluetooth update has the capability of destroying your watch. I am unsure if it is 100% of the time and fitbit seems to be mums the word. 

Steer clear of bluetooth. Just a recommendation so you dont end up like the rest of us in here. 

[LindaInBend]

My husband bought an extended warranty and I'm wondering if they're really
running the replacement thru that warranty...

Moderator edit: Removed personal information