Resolved: One not holding charge since iOS 2.39 update

[ErickFitbit]

Fitbit update 10/9/2017: This issue has been resolved in update 2.41.1. Please update your app  if you continue to experience this issue. Thanks again for your reports and patience. 

Fitbit Update 8/24/2017: Thanks again for reporting this issue. Our team is still reviewing. I'll be updating this thread once we learn more, your patience is truly appreciated. 

Fitbit Update 08/21/2017: Several One users have reported that they are experiencing quick battery drain issues since updating their iOS app to the latest version, 2.39.

First off, thanks for taking the time to report this issue. Secondly, I can assure you that our team is currently investigating the root cause of this issue and will be hard at work to get a fix out as quickly as possible to get you all back on track. I will receive an update from them and will make sure to keep you all in the loop.

Thanks for your help with reporting this and for your continued patience. More to come!

[SunsetRunner]

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@16heatherj wrote:
I have heard gossip that the one may be discontinued, but that was pure speculation, Did you have something from fitbit saying this?

Here you go.

[Prestowalker]

I finally received a response from Fitbit: 

We appreciate you getting back to us to check an update regarding the ongoing issue.

Please accept our sincere apologies for the inconvenience that has brought by the battery draining issue.

We truly understand what you feel and we would definitely feel the same if we were on the same situation. To be honest, our engineers are doing their very best and being hard at work to resolve the issue as soon as possible. We guarantee that this concern is getting taken care of and we're working as fast as we can for the sake of our customer's convenience.

We humbly ask for you understanding with regard to this matter. Should you have additional question, please don't hesitate to let us know

same thing as before just added a paragraph 😡

[Villain]

Still and issue with me.  Charge is lasting about 3 days only.  When can we expect a resolution please.

[StaceyB93]

I emailed Customer Service yesterday. Nothing back yet. This is so frustrating. 😞

[16heatherj]

Try posting on the Facebook page, being a public forum, it may have more of an effect.

Sent from my iPad

[Lavagirl]

Hi,

any update on this?  I too have had my one for years, and suddenly the charge only lasts 2 days 😞

[StaceyB93]

Here is today's update from Customer Service ~ 
We're sorry to hear that your Fitbit One's battery just died and won't sync at all and we want you to know that we do understand your situation as well.

We do appreciate all that you've done so far and the update provided as well. Please be rest assured that we will try our best to help.

When we checked your One record, we found out that your tracker synced at past 5 this morning but it didn't sync your stats at all and that time your tracker had 95% battery left then. We also noticed that your tracker's battery had never been drained since September 2. 

There was an occasion when your tracker's battery suddenly drained completely on September 1 but though that happened only once, that is not a normal behavior of the tracker's battery. 

Before proceeding further, may we ask if you're charging your tracker correctly according to the instructions in this help article?https://help.fitbit.com/articles/en_US/Help_article/1799

If you do charge your tracker correctly and if your tracker did not sync your stats at all, may we suggest that you try a restart of your tracker according to these steps?

1. Plug your tracker into the charging cable, which needs to be connected to your computer. Please make sure that the gold dots on your tracker align with the gold contacts in the inside of the charger. When you hear a click, you will know your One is in the charging cable properly.
2. Hold down the button on your tracker for 12 seconds.
3. Remove your tracker from the charging cable.
4. Press the button on your tracker until the screen lights up.

Once you're done trying those suggestions, kindly get back to us with an update of your case. 

I emailed them back that so far my One has held a charge, but now is having problems syncing to my phone. But they totally didn't see that my One DIED completely on Monday. Only because it would not sync! I also can't seem to get it to do a reset. I followed the directions, but when I take the One out of the charger, the screen lights up with the time. And of course it's fully charged for 2 days now. This is extremely frustrating.

[SunsetRunner]

This is their response this morning from my posting on their facebook page yesterday.

[Caro]

Can you post the link to the page they suggest we look at - is it this one??

[SunsetRunner]

The link brings us right here to this very thread.

[SunsetRunner]

As suggested by another poster, I turned off the All-Day Sync option in the Account tab of the iOS app and my battery life has returned to normal.

All-Day Sync, according to this support article, syncs every 15-30 minutes if the One is in the vicinity of your phone or desktop dongle. I've also noticed that recently the One will no longer sync with the desktop and no amount of troubleshooting will get it to work again. And, the One is now showing up in the iOS Bluetooth settings, which it never used to.

I'm guessing the combination of problematic software on the iPhone, and never successfully syncing to the desktop may have been what was draining the battery.

Since this all used to work fine (OK, so desktop syncing was always twitchy but could be made to work), it should be easy for the developers to restore the old functionality. What is disconcerting is that it's been almost a month since this was reported and still no fix.

Fitbit's email support still isn't acknowledging this bug but they did offer me a no cost replacement of the One, or 50% off any tracker in the Fitbit Store. They know from my emails that due to sensitive skin I can't wear a wrist tracker, so the 50% offer is not usable unless I give/sell whatever I get to someone else. 🤔

[mdibuono]

They have now had over 19 days to address.....

[Colin410]

Yes, we are having the same bad battery life with two Ones.  It started about a month ago maybe.  Went from being OK for a full week, to 24 hours if we are lucky.  Both are synced to iPhone 6.   We are both very early users of the One, and have convinced dozens around us over the years that Fitbit is THE way to be motivated ! And of course, we get mad if the battery dies (without notice) halfway through a 6 miler, especially if after being charged the night before.  Something is not right.  Our Fitbit Ones are not from the same batch, as my wife is on her second one (the first lost when a clip broke).  We will now shut down the syncing to the App on the iPhones, until someone gets it sorted out.  We would not want to switch allegiance to any competitor if it is a software problem.  If it is a battery problem, I'm sure you'll hear from many more.  😳 Thanks for reading.

[anndynes]

I am happy to learn that this is not just my One.  Please keep me posted on the fix.  Thanks!

[SunsetRunner]

It’s likely not the battery. Turn off All-Day Sync in your Account settings, fully charge your One, and see if that helps. Worked for me. You’ll need to manually sync by simply opening the app. Why Fitbit is taking sooo long to fix this problem they caused is a mystery.

[anndynes]

Thanks a lot-where is that setting? I cannot seem to find it.

Moderator edit: personal info removed

[SunsetRunner]

To turn off All-Day Sync:

1. Open the iOS Fitbit app.
2. On the lower-right is an Account button. Tap that.
3. The second line is your One showing its connection status, battery status, and a >. Tap anywhere on that line.
4. Near the bottom is the All-Day Sync setting. If it's green, it's enabled. Tap it to turn it off.

It will no longer sync automatically when in range of your phone or desktop Bluetooth dongle so you will need to open the app periodically until Fitbit releases a fix … if they ever do.

[SunsetRunner]

Turning off all day sync made no difference for me.

[erosenberg]

Same for me. No difference when turning off all day sync.

Who has done some research on other brands of trackers that aren't wrist
worn?

Moderator edit: personal info removed

[SunsetRunner]

Sad to hear turning off All-Day Sync isn't working for some. Perhaps the problem is more complex. Fitbit Support also recommended to me to reset the One, discharge the battery fully until the display no longer lights up, and then charge it fully.

I encourage people to report what does and doesn't work for them so that Fitbit can resolve this issue. I would have thought simply reversing the code they changed would have been sufficient but with no fix in sight from Fitbit, we're on our own it seems.