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]

Been there done that, very easy to discharge fully since it goes deader than a doornail every two days.  I reset 3 consecutive times as someone else suggested. It still does nothing to help.  I have a Garmin Vivoactive HR that I wear to track my heart rate, routes and other unique features so I wont be buying any wrist worn Fitbit devices.  I have been carrying a fitbit in my pocket since the Ultra first came out and have also upgraded to the One when it came out.  I rely on my fitbit for steps & stairs and to keep up with all my fitbit friends who I convinced to join the fitbit crowd.  If they don't fix it, I'm gone.  It's almost a month since the problems started.   

[erosenberg]

They are just trying to appease people. They know that doesn't actually work, but since the One is being discontinued, they have no desire to work on a fix. Perhaps, it was even done on purpose to get people to upgrade.

Elyse
Sent from my iPhone
Please excuse typos

[Colin410]

I hope they're not doing as you suggest.  That could be very costly for them.  I'm hoping it is a software glitch since an update.  I've turned off "all day sync" on both our Ones.  Today, my One went from charged to totally dead, and half of my distance this morning was not recorded.  There is also something weird with Sync on iPhone but it works on iPad.  Given the widespread battery issue (and different age of units) it can only be software related.  Perhaps Fitbit does not have the expertise to find the problem.  (BTW, it is not only the One which is having a battery problem).  

[KateFitbit]

Hi Everyone - I don't have an update at this time, but wanted to let you know we are actively working on this issue. I will update this thread once I hear more. Thanks again for your patience. 

[Kathylas]

How.l can this have gone on for a month now ?  It's ridiculous and worthless to provide this update 

[PamF]

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@erosenberg wrote:
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?







erosenberg98@gmail.com

512-215-0550 home

480-221-4988 cell

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I just got a garmin vivofit 3; battery lasts a year.  Waterproof.  Got it for under $70 on amazon.  Bought a clip for,it on amazon for $10.  Set it up today.  

[anndynes]

All I can tell you is that Apple Watch is not the answer. It discharges in a few hours of exercise so forget it for a round of golf. I appreciate the feedback about the battery issue on the One. Glad to know that it is a systemic problem not my unit. Thanks to all of the responders.

Moderator edit: personal info removed

[Michawn]

I'm having the same issues but here's the kicker. They aren't making the ONE anymore!!! So we are screwed one way or another!

[Michawn]

They are no longer making the ONE! A FitBit help desk persons told me so when I was asking about the battery issue

[SkippyOz]

I too am experiencing this problem. Please inform me when you expect this problem to be solved. It is not fun to have to charge my Fitbit One everyday. Before the update I was able to wear my fitbit One for at least a week before having to charge it 

[StaceyB93]

I strongly suggest all of you email customer support. The more people that contact them, the more information they gain and the quicker they can pin down the problem AND how to fix it. To keep coming here will not help the problem get solved. I contacted them and since I have been working with them my One was charged to full on Monday and has not died since! AND my app is working better. Not as good as before, but better. So, please think about contacting support. You may think they are reading these forums, but I don't think they do. How can they help you, if you don't contact them directly? JMHO

[Bronxgal]

So what did they do to help you?

Random words and unconventional spelling courtesy iPhone

[SunsetRunner]

I couldn't find an email address on their website.

[karensha]

Stacey - Can you share the email address you used to contact them?

Thank you!

[anndynes]

That was my problem. I did not see a way to actually communicate with the company which is unfortunate. I thought that they were more customer service oriented by then I have not needed service for quite some time.

Moderator edit: personal info removed

[Prestowalker]

I have contacted them and it's still not working

Sent from my iPhone

[runslikeagirl2]

I filled out a device/service inquiry. Told me to restart, charge, turn off apps, etc. They looked at my sync info and didn't know what was happening and that my One was out of warranty so they gave me a discount code to purchase a new Fitbit. Not cool since I don't like to run with jewelry on my wrist so I won't be getting another Fitbit. 😩. Had mine for 4 years...... not happy. Don't think they will be fixing the issue.

Sent from Laura's iPhone

[Colin410]

(877) 623-4997 4-9pm Pacific Time 

[StaceyB93]

I am pretty sure I originally filled out an online help form. But I can't find that to save my life. Here is the email address to support ~ contact.fitbit.com
Hope that helps! So far they didn't seem to help, but now it's working, so maybe they did something in the background that fixed my problems? I don't know. BUT I know that it helps the support staff figure out how to fix the problem if they have a large pool of folks with the same problem. Helps them narrow down the issue and find a workable solution. HTH

[SunsetRunner]

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@KateFitbit wrote:

Hi Everyone - I don't have an update at this time, but wanted to let you know we are actively working on this issue. I will update this thread once I hear more. Thanks again for your patience. 

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Kate, I know you're not responsible so don't take this personally.

I'm going to assume your software developers are competent, but everyone makes mistakes. The sign of a good company is one that admits their mistakes, apologizes, and makes it right. How do you think your company is doing?

Mistakes are why developers always use source code management systems that lets them track what has changed. That way, in the event a problem occurs like this battery issue, the changed code can quickly be located and either fixed or reverted back to the working version. At most, this would take a day or two after the problem was reported. Even Apple will fast track approval of App Store updates in emergencies.

For this problem to approach a month can only mean that it's not a high priority for Fitbit as a company. Fitbit does not consider this an emergency. I'm sure your development and verification teams have daily meetings to prioritize work items. This bug report has clearly been prioritized very low as it's not getting fixed. Hey, why worry about an old product that's being discontinued, right?

What your company is failing to understand is that many One users are early adopters and helped you build the Fitbit brand. To leave us twisting in the wind on a serious problem on top of killing off the One with no equivalent replacement is a serious slap in the face to us.

Speaking only for myself I must say, "Message received."