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.  

[lashazza]

Thanks for the advice. I will keep trying.

[Glen1962]

Hi Fitbit, since your last firmware update my Ionic no longer records my sleep details. Please advise.

[MeganHD]

I ran the update and all seemed fine until I used the swimming menu.  It stopped counting around 40 laps and went to a blank screen.  I've tried to restart and had it on the charger all day.  I can't get anything on the screen.  I did feel the vibration seem to hang up for a long time when I tried to restart it.  Please help.

[carlfxy]

@MeganHD Assuming you were actually swimming, its nothing to do with the update. Your fitbit ionic seals don't last forever. Especially if it picks up knocks over time. If you are under warranty still contact over chat and they will have you send it in for a replacement. Sadly this happened to me after owning my fitbit for 3months, but I had purchased from an unauthorised seller on ebay to save a few bucks and fitbit wont provide a warranty in the situation. I was incredulous that a water proof device could end up being not waterproof ... but its not rocket science it doesnt take much for a seal to fail or leak. By trying to charge it you have probably fried it big time. Next time you have problems whilst swimming throw it in a bag of rice for a few days before you think of anything. 

Good luck and sorry to hear about that. I had decided not to buy another one, but everyone noticed how much i missed it so they bought me another, and im pleased they did 🙂 This time from an approved seller. 

[Beechoo8]

I had a similar issue while swimming with my watch last august. Putting it in a bag of rice for two days and it finally came back to life.

It was not easy though. I had to press every combination of buttons available to get the screen back to life. After that, the watch was unresponsive, only displaying the last watchface and unable to access to any menus.

The battery did not seem to charge properly.

But at some point I managed to proceed to a factory reset.

Today, I am really cautious about battery life.

It is definitely much less than before and the watch behaves differently on low battery percentages. It may switch off at 15 percent.

So I was really really surprised when the update process went well this saturday. I did not encounter any issue.

Fitbit should come out of the closet with the changelog. It is not about bug fixes (hopefully yes nonetheless) but about interface changes.

All of this seems power hungry and after my seawater incident and given my device's age, I think that days where I was careless about battery are over.

At the end of the day, this device is solid and bricking it is not easy. Thanks to this update I have time to wait for an Ionic 3 with GPS and Alexa or to consider another brand, now that Google owns fitbit...

[SunsetRunner]

How did you get them to agree to replace your ionic?? The agent I chatted with just kept saying "sorry, this is all I can offer" with regard to the 25% off discount. I asked to speak with someone else who could do something more and I only got canned responses and apologies. I am so disgusted with their response to this problem, I just want my fitbit to work like it did before I attempted the firmware update!! 

[bluedand]

Exactly the same here. I even talked to a supervisor with no satisfaction

Moderator edit: Updated subject for clarity 

[lashazza]

I used the chat feature for my next contact and got the same response. I am disappointed that they give you a discount but expect you to use it within 30 days. But this still gives you no guarantee the new one will work and not have any future issues. Does not build much confidence in the company or their product.

[NEq1Guy]

I honestly don't know why some people, like me, are able to get it covered and others do not. I will say that I was methodical in applying the updates and trying the reset/restart/etc. processes so had a lot of documentation of things like battery states, proximity of devices, how long they stayed near each other, that they were on the charger, steps taken to try to do the refreshes, etc. The replacement one with the charge that would only last 14 hours that I attribute to the firmware update being applied (setup wouldn't continue without it) had a similar thing where I'm documenting in fine grain detail aspects about the nature of the failures. I'm a software developer so I'm treating the whole process as I would document a bug/problem with software I write and/or support. Likewise I am methodical about doing updates/upgrades for similar reasons. Could that be the reason why? Maybe. Could they get similar data from the back end synchronizations without having to document it customer side? Most likely. I can only provide information about my experience and what I'm doing to try to shed some light on it.

[Acidzuk]

Hi three. Since Sathurday I have been facing the same issue. I have tried many times recommended instructions. My device was bricked as yours. I have reset to the factory default settings by pressing all buttons togheter app. 10-12 seconds. Then tried many times to instal new firmware (no other option available). At some point I did manage to go through. To restore connection between app and device I have reinstalled 6 to 8 times app. It works as it worked before. Ufffff....

Shame on you Fitbit. I live my device but I strongly recommend to work hard towards apple's or google's software and device integrity.

Keep trying folks. I keep my fingers crossed.

[admans]

My fitbit ionic has not been syncing properly since the recent update, the clock is often 30-40 minutes slow, it does not connect/sync and when I try to connect it to my Android phone OS 9.1, by following the instructions, it sometimes works, but does not stay connected for long, I hope that you can fix this as it hasn't been working properly for days, and if it doesn't connect or tell me what the time is, it's not worth keeping.

[DCFYI411]

The agent I chatted stuck to a similar script of "sorry, the watch is out of warranty.... it’s policy... because you are a loyal customer we will give you a 25% discount towards the purchase of a new watch.”   At one point he offered a 40% discount.   I prevailed by sticking to one key point; the watch stoped working as a direct result of the software update.   The warranty is a red herring, it is not important and it distraction your attention away from what caused your watch to stop working.  Also it helps to be polite.  It is there job to sort out customers that have a valid claim, from those who abused their watch and are just trying to get one over on the company.  If you can show that the issue with your watch is related to the software update they will take care of you.

[DCFYI411]

Quick question.  If memory serves, I believe owners setting up thief iconic for the first time Fitbit’s iOS app requires you to update the firmware.   Is there away to bypass this in the app.  I don’t want to brick my new iconic?

[Scat1928]

I asked to chat with a supervisor. At first they said none were available, then they said one would email me. I did get an email and the supervisor offered me the same deal. I emailed back that the offer was unacceptable and that the fitbit was only 8 months out of warranty. It took about a day, but he eventually emailed back that they had decided to replace it. I also trouble-shooted it as they asked. They were able to see that mine still had a 75% battery charge at the time it last synced. My issue was a blank screen after doing the update. I also had sent a message thru their facebook page.

[NEq1Guy]

@DCFYI411Yes important to stay polite and factual too. My coupon had two options "replace" or 25% off new model.

I just got a new watch and I couldn't figure out how to get it to register without hitting the firmware update process. It only held a charge for 12 hours or so like that so I got a delivery receipt to send that one back and they are sending another one. I believe it was the firmware but they think it was a defective unit. I guess we will see once the replacement for the replacement comes.

[SilviaFitbit]

Hey everyone. Sorry for the delayed reply. 

I appreciate the time you've taken to share your experience with Ionic and your feedback, we're always working to provide you with the best customer service. 

@NEq1Guy Thanks for getting back. I appreciate the time you took to share your experience with your replacement Ionic. Sorry to hear that you're experiencing battery draining issues, in this case I've shared your post with our Support team and they will continue assisting you. 

@Geonewf Welcome to the Community. I appreciate that you mentioned you have contacted our Support team, each case is reviewed individually and our team is always doing its best to help you. I've shared your post with our team and they will continue assisting you. 

@lashazza Thanks for participating in the forums. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

@Glen1962 and @MeganHDA warm welcome to the Community. Thanks for the details mentioned. I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

@admans A warm welcome to the Community. Thanks for the details mentioned. I would like you to confirm you've tried this syncing troubleshooting and you could change your clock face. 

I'll be around if you need further assistance. 

[llanelwy]

Since updating to android 10 on my google pixel 3 and the latest firmware notifications have been very inconsistent. I have to reboot both my phone and fitbit multiple times a day to keep notifications working. 

Once both are rebooted notifications work fine again for a time then after a few hours they stop. This affects all notifications, text, email, whatsapp, messenger etc.

All day sync and always connected are enabled on the phone. Please help

[Acidzuk]

Unfortunately my device suffers the same issue after firmware update. At least it is bot bricked anymore. Fitbit please fix this issue.

[chausta]

Have you seen an answer to this? I have a new Ionic on the way and don't want to connect it - only to have to update it and run into this issue again.

[Mam6120]

I got my new Fitbit two days ago. Had to update it to do the set up. The only problem I had was that the blackface I entered was no longer available.