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Fitbit OS 4.0.2 - Firmware Release (27.68.9.15)

ANSWERED
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‎10-09-2019 15:35

‎10-09-2019 15:35

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.  

Want to get more deep sleep? Join the discussion on our Sleep better forum.

Best Answer
633 REPLIES 633

‎10-13-2019 08:26

In response to tinst

‎10-13-2019 08:26

@MattFitbit An Update:

 

Im screwed, its bricked.  FItbit customer support will not honour the warranty  (Im a measly 2 months over and a repeat customer) and if they think I or my family are spending another penny with fitbit they are dreaming. They can stick their "25% off" offer where the sun dont shine.

Details, for those that care.  My Ionic ceased syncing on Wednesday.  I dont know if that was due to new iOS13 on my phone or the need to update, both happened around the same time.  Either way my phone would not sync with the watch so I removed it in the phone app and bluetooth list,  but could not re-add it. It would show the pairing number code but then "something went wrong" and it did not complete the process.

Next step, factory reset.  Pissed off that I would loose several days worth of data and have to reload apps and music, but the factory reset allowed re connection to the app.

 

So the factory reset works, sort of, but it wants to do the update still, I figured that as I had had to wipe the Ionic anyway I might as well.  Was this my mistake? Probably.  The update seemed to go OK, but shortly after it wanted to "recalibrate",something I dont ever recall doing before.  I pushed the button, not sure what it did as I went to do something else. Had to hit the left hand button to get out of that and back to the watch face.  Seemed to still work.  So, next step, connect to wifi / notebook and reload music playlists.  About 30 minutes into this I noticed it had died.  Black screen, no green lights on the back.  Unresponsive to Two or Three button resets, unresponsive to charger (it was fine 30 mins before and my daughters ionic charges on it fine)  Dead.  

 

So I did the customer service chat this morning.  They cant help, wont send a new one (two months out of warranty), and if they think Im ever spending more money with fitbit they are delusional.  So many issues to get my Ionic to half function half the time, and now an update I didnt want has resulted in my $300 watch biting the dust.  Fool me once, shame on you, Fool me twice shame on me.  My family and I will be spending our money elsewhere in future.  What a way to run a company.

Best Answer

‎10-13-2019 08:29

In response to aviation

‎10-13-2019 08:29

@PetraDB 

What do you want to tell the press? A firmware update is like BIOS update. It is risky. If you do it out of guaranty you do it on your own risk.

Best Answer

‎10-13-2019 08:32

In response to Iain_K

‎10-13-2019 08:32

@Iain_K 

Update worked on your daugthers Ionic? Does she still have guaranty ;-)?

Best Answer
0 Votes

‎10-13-2019 08:36

In response to benedikt.ebli

‎10-13-2019 08:36

@benedikt.ebli what are you implying😏

 

I told her not to risk it anyway...

 

Best Answer
0 Votes

‎10-13-2019 09:25

In response to Iain_K

‎10-13-2019 09:25

I would think that each watch has a serial number... clever Fitbit on this but not the product quality and customer service.

 

I am so pissed that each time the update failed, it just failed and no further information. This is so called "unhandled exception".

Best Answer
0 Votes

‎10-13-2019 10:03

In response to michaelye168

‎10-13-2019 10:03

Each device definitely has a unique MAC Address. But if it is dead, you can not read it out.

I Thought that after the last update Fitbit has learned. It took a long time to get the update so I thought it would be thouroghly tested. Seems that there are update problems again. 

Best Answer
0 Votes

‎10-13-2019 10:22

‎10-13-2019 10:22

Watch is now a brick thanks to firmware update. Did the update successfully yesterday, green check, etc. Went to bed, woke up this morning and it's a brick. Tried hard reboot and reset with the buttons... nothing. Contacted support, told me to try the same methods. After that they said I was outside my 1 year warranty and gave me a 25% coupon.

Former Fitbit customer
Best Answer

‎10-13-2019 10:26

In response to NeedCoffee

‎10-13-2019 10:26

Thank you for letting me know. I am not sure what happened but it works
now. I kept unpairing it from my phone and then repairing it with my phone
and it works now.
Best Answer
0 Votes

‎10-13-2019 16:30

‎10-13-2019 16:30

I have always had a difficult time updating my Ionic but this latest update put my watch to sleep forever.  I have tried everything to restart, reset, and hard restart my Ionic.  It was charging just fine but today it has spent over 24 hours on the charging cord and no life.  What can I do now? 

Endurance Athlete
Best Answer

‎10-13-2019 17:04

In response to toroco

‎10-13-2019 17:04

Hi Toroco, 

I have been through customer service for my Ionic that went through the same issue of getting bricked after performing the update but have been unable to get the approved replacement out of warranty. Can you tell me the steps to how you got this?

Best Answer
0 Votes

‎10-13-2019 17:19

In response to pdxrun22

‎10-13-2019 17:19

It's been bugging me about the firmware update on the Ionic too.  I initiated it through the app (although I don't know whether that makes it do Bluetooth or not that's just how it seems it wanted it initiated. The app has been stuck for 3 hours with the progress bar at 10%.  The watch was on the charger to make sure it didn't run out of juice in case it got really busy (but it had plenty of battery to begin with).  At the three hour mark I decided to check on it besides look at the screen on the iPhone.  The watch is dead.  There is no flashing green LEDs.  There is no screen.  The turn on sequence doesn't turn it on.  The reset sequence doesn't seem to do anything either.  It seems like the whole thing is DOA.  I've been burned on firmware updates before but usually a reset process would work.  I've never been so screwed over by the firmware update.  I should have known to just ignore the update request...

Best Answer

‎10-13-2019 17:40

In response to SilviaFitbit

‎10-13-2019 17:40

Seems like this is a common error when people do an update......

Running IOS 12, updated now frozen.

Chat no help

Was a long-time customer....

Best Answer

‎10-13-2019 19:50 - edited ‎10-13-2019 19:50

In response to maorimobster

‎10-13-2019 19:50 - edited ‎10-13-2019 19:50

Hello guys, it's a pleasure to continue providing assistance with the difficulties and questions regarding the Ionic firmware update. 

 

Just as mentioned on @SilviaFitbit post, the firmware update is a progressive roll-out, therefore, every Ionic user will be prompted to receive it. Keep in mind that once the update is installed, it's not possible to revert it to the previous firmware version. Also, we always recommend our users to keep the mobile device, Fitbit app and device up to date.

 

To learn more about how to update the firmware version of your Fitbit device please check this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? if any difficulty is experiencing while updating it. Once you update your Fitbit Ionic, you'll have a new interface on your display, you can learn more about it by checking this article: How do I navigate my Fitbit device's screen?

 

If the device seems unresponsive after the update, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation.

 

For any inquiry related to our policies and the information that was provided by our Support team, please check our warranty policies here. Keep in mind that our Support team refer to such information when it comes to a warranty related process. Any questions about the outcome of your cases with them can be answered directly by them. 

 

Let me know if you have any additional questions, I'll be around checking your posts.

Best Answer

‎10-13-2019 20:05

In response to RicardoFitbit

‎10-13-2019 20:05

Ricardo,

For those of us whose Ionics have been rendered useless by the most recent firmware update your entire post is 100% useless. Fitbit needs to own up to their error instead of having us waste even more time trying to get damaged devices to work.

Ed
Best Answer

‎10-13-2019 20:12

In response to RicardoFitbit

‎10-13-2019 20:12

Thanks for your help Ricardo. Everything still seems good with my
Fitbit. 🙂
Best Answer

‎10-13-2019 22:03

In response to Noddyhawk

‎10-13-2019 22:03

hi guys. are there also android users among those who have bricked devices? Or is it maybe a apple related problem?

Best Answer

‎10-13-2019 22:12

In response to benedikt.ebli

‎10-13-2019 22:12

I'm an Android user I'm ok

Lisa
Best Answer

‎10-14-2019 02:52

In response to Corvettekid

‎10-14-2019 02:52

Mine too!

Best Answer

‎10-14-2019 04:17

‎10-14-2019 04:17

Hi everyone.

 

I suppose once more it does not activate the O2 sensor? 

Best Answer

‎10-14-2019 04:43

In response to benedikt.ebli

‎10-14-2019 04:43

I'm an Android user and my watch is bricked.

Former Fitbit customer
Best Answer