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.  

[chris-bit]

As far as I know the ionic has a history of getting bricked by updates. I
think this is not the first update that trigger it. But what is the root
cause?

Is it how much free memory is left ?
Is it some specific app?
Is it incompatibility with some WiFi or Bluetooth device?
IPhone vs Android?
How much data still need to sync?
Having skipped too many updates?
Updating from a specific version?


You would think that they would have figure it by now. And fixed it.... But
maybe is it unfixable? And I kind of start to suspect it is the case and
they do not want admit it.


I would like to see some patterns. Somebody wrote the received an update
while their wife did not. Maybe they have a blacklist? Also somebody talked
of the banner that disappeared from their app? Did it happen because they
added a new pattern to the blacklist?

What phone did people with bricked device have?

I knew it, I would be a little more confident in trying to update.

I haven't reset my ionic or updated it in a long time. Do I remember
correctly that if you reset to factory default, the ionic is going to be
updated as soon you try pairing it with the app and you cannot skip the
update?

You would think that a blank device should be more safe to update... Does
anybody has experience with it?

[NEq1Guy]

@CHR"As far as I know the ionic has a history of getting bricked by updates. "

I had the notice flashing for a couple weeks while I was on a trip and decided to do it once I got home specifically because I've had a failed firmware update on my Ionic before.  It never bricked it but it required a factory reset and some wrangling to get everything working again. That was not something I wanted to do while juggling travel, working on the road, etc.  That said, I have no intention of running a firmware upgrade on my own accord on one of these devices again.  I think I've only had it go completely smoothly once.  However this was the first time an update completely killed my device.

[SilviaFitbit]

Hey everyone! 

Thanks for participating in the Community. I appreciate your feedback and input in this thread. 

@Txrich Thanks for your feedback, we're always working on improving our services and Fitbit watches/trackers. I'm glad to hear that you're receiving a replacement, each case is reviewed individually and the option provided is based in the Fitbit Warranty. 

@NEq1Guy Thanks for sharing your experience with our Support team. 

Remember that after every firmware version, all the improvements, features and bug fixes are posted in this article: What's changed in the latest Fitbit OS update? 

Catch you later. 

[Iain_K]

@SilviaFitbit 

"This release includes bug fixes and improvements."

This tells us absolutely nothing useful, as has been pointed out many many times in this thread already.

Provide full details so user can make an informed choice!

Which of the many many bugs are specifically addressed?

What specific "improvements" are on offer?

Presumably Fitbit have some idea what this firmware release is supposed to do, so why be so coy about sharing the specifics with your users, other than the obvious embarrassment of having had so many bugs to have to address?  Or maybe it hasnt hardly fixed anything?  Enquiring minds would like to know given the amount of hassle the updates has wrought on many of us.

Moderator edit: Format 

[EdSawyer]

Option provided based on the warrantee, even though you caused the whole problem. Pathetic guys. Tell the CEO to put his big boy pants on and own the problem you caused!

Sent from my iPad

[DevonD]

On Twitter, Fitbit acknowledged to me that they are working on a resolution to this firmware problem, i.e. they know they released a buggy firmware that killed my Ionic watch.  Yet, they still refused to replace or fix my watch.

Fitbit - Please explain to me why it's okay that you bricked my watch, yet refused to take accountability for your action? You need to fix or replace my watch

[Banel]

I finally decided to update as I am in the last month for my warranty and I didn't want to get a forced update after a factory reset while being outside warranty.

Everything went ok and the update was performed really fast. Didn't see any changes apart from that totally uninspired drawer over the notification drawer which is very annoying. I think this is the first drawer on top of another drawer. I really hope nobody copies this idea. 

[Jonno34]

Well here we go again.  I had a charge 3, did an update and then had nothing but problems.  After weeks of going round in circles with solutions being offered (Change/Upgrade at a cost) then being withdrawn then re offered I eventually went for a paid upgrade after being promised delivery was not a problem.  This was wrong and I had eventually to drive to another country and buy additional car insurance to collect from a carrier.

I was relieved when the Ionic worked well and has done for a few months now however since this upgrade this has not been the case.  Syncing is invariably problematical, it will sync after a lot of faffing, sometimes reboot device sometimes app, sometimes phone.  An unusual  issue is it seems to sync the steps, then say device not found then reset the steps to previous figure.  Phone is a Samsung  J5 which is probably not supported as we seem realistically only to bother with Iphones BUT when I was given the replacement Fitbit were aware of this and it has been fine until this update.

[EdSawyer]

Same problems with two different Ionics using iPhones. It’s the update.  Just wanted to say the update is hosed and causing several major issues including serious sync frustration. Fitbit won’t say they caused the whole problem, so I will.  

[EdSawyer]

A perfect example of a developer with a great idea no normal user wants or needs. As a software development project manager I saw it all the time...and killed the ideas because real world users would hate them. 

[NEq1Guy]

@SilviaFitbit"Remember that after every firmware version, all the improvements, features and bug fixes are posted in this article: What's changed in the latest Fitbit OS update? "

As a computer person I generally roll forward with patches and software updates as they come out because this usually provides a more stable upgrade path versus jumping several versions ahead at one time.  Some software, like Mozilla FireFox, will actually incrementally go through multiple steps to properly install for situations where it has to jump large versions.  I consider smart watch/fitness watch software in the same boat as smart phone software updates.  So for me to decide to never update the firmware on my FitBit is very atypical for me.  I've just been burned too many times and it's not worth the hassle.  My biggest concern however is that the mobile app, which is pretty crucial to getting data off of the watches, becomes too out of sync with the watch if they go too far apart in versions.  It's a risk I'm willing to take though since by my estimation I have had less than a 25% success rate with clean firmware updates and this last one literally destroyed my device. 

[Bodaciuos]

I am willing to provide some patience for them to actually determined their update brick'ed watches.

Going on a week now since I started the process.

No reasonable solution yet.

[Enginetim]

My IONIC bricked during the update.  I tried all suggested methods and then called.  The person on the help line was great, but walked me thru all the same things.  I was told they were going to offer a 25% discount on a new device, but that they were also going to try to continue to fix the issue.  I received an e-mail with a link to a 25% discount.  I was not real happy to say the least.  The next day  I received another e-mail saying they were going to replace my IONIC for free.  And another e-mail with the link to the form to fill out was received.  I filled out the form and received an e-mail saying the new unit was being sent out.  I have to admit I was frustrated when my IONIC was bricked and it seemed like I was being blown off.  Now I am glad to tell everyone that FITBIT stood behind their product and made good on the situation.  I have no complaints.

[DevonD]

Enginetim That's great they treated you like a real customer.  Most of us on here are still waiting for Fitbit replace our Ionic that they bricked, acknowledged their buggy firmware, yet, still will not take responsibility.  

[malar]

I have checked my new, replaced, ionic. It is working well. It came with firmware 27.33.1.30.

Receiving all texts and other notifications including phone calls to my phone.

Trying to find out how to also receive Emails that arrive to my phone.  No luck yet.  Have received instructions from Support but am unable to follow them.  It's a bit confusing.  Still in touch with them.

[RicardoFitbit]

It's a pleasure for me to continue providing assistance, your posts are appreciated.

@Jonno34 @EdSawyer Thanks for bringing this to my attention. If after the firmware update you're experiencing syncing difficulties, please try the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. Keep in mind that connection difficulties with non-compatible devices are expected.

@Enginetim Thanks for taking the time to share your personal experience with this situation, I'm really happy to know that assistance was provided by our Support team with a replacement process based on our warranty policies to get you back on track. Please do not hesitate to ask me any additional questions you may have, I'll be around. 

@malar The details that were shared with me are appreciated, I'm happy to know that you successfully updated the firmware version of your device. Since you already contacted our Support team regarding this, please keep an eye to your email inbox for any update. I'll be around if you need anything else too.

@EdSawyer @Iain_K @DevonD @NEq1Guy @Bodaciuos @Banel The information that was shared on each of your posts are really important for us, keep in mind that we are always working to improve the Fitbit experience just as per previously mentioned. The continued feedback that's shared on each of your posts is really helpful and appreciated. Don't hesitate to contact me back if you require further assistance.

See you around.

[Jonno34]

I have tried everything, I am well experienced in trying to get a device to sync as I had so many problems with the Chg3.

The point is there were no issues prior to the upgrade.  

I now regret going from the Chg 3 to the Ionic and not another brand.

[vdin13]

After contacting email support regarding my out of warranty fit bit that was bricked with the latest firmware.  Support sent me a replacement ionic after failing a few trouble shooting steps.  Updating now via wifi - so hopefully won't experience the same issue.

Happy with the support received from fit bit as they responded very quickly to the emails.

[Beancounter1975]

Hi - I received the update and all seemed to be working fine.  Notifications came through no problems....however my Fitbit Ionic still loses time.  It’s beyond frustrating.  Overnight it loses approx 20-30min.  Not cool when you use it for an alarm and as a watch.  I have tried the following

1.  Turning phone on and off

2.  Logging out of the app and logging back in

3. Re-Starting my Ionic

4. shutting down my Ionic

5.  Removing my ionic from my account and adding it back on (5 days straight).

Should I do a factory reset?

@Fitbit please help

[YojanaFitbit]

Hi there, thank you for getting back.

@Jonno34 I really appreciate all the steps that you've tried with your Ionic. I'd like to know what model of phone you're using. I'd like to have more details of the syncing issues that you're having. Are you getting a syncing error? Please keep me posted, I think that we can reach out customer support to check the next step.

@vdin13 Thanks for contacting our support team, I'm glad to see that you're back on track. I really appreciate your feedback. Let us know if you need anything else.

@Beancounter1975 Thanks for reporting the issues with the time on your Ionic after the update. Sorry you feel that way about your Fitbit. You did a great job trying those steps, before trying the factory reset please check that the option "All day sync" is turn on. What model of phone are you using?

I'll be around waiting for your reply.