Charge 2 Firmware Release (22.58.0)

[AlessFitbit]

Fitbit Update: 8/14

Hey all!

Today we have completely released (out to 100%) this new Charge 2 firmware (22.58.0) to all users. This means everyone should now see it available for download in the Fitbit app. Please update to this new firmware. For instructions on how to complete the update, read How do I update my Fitbit device?

If you come across any difficulty updating, read Why can't I update my Fitbit device?

We've included bug fixes and improvements in this new firmware and always recommend having your tracker up to date, including the Fitbit app on the latest app version. 

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Fitbit Update: 7/24

Hi everyone,

We’re excited to announce a new firmware update for Charge 2 (version: 22.58.0). 

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 other bug fixes and improvements.

HOW DO I UPDATE?

Step by step instructions for updating your Charge 2 can be found here.

If you run into any trouble updating your Charge 2, I recommend reviewing these troubleshooting tips. 

Looking forward to hearing everyone's feedback on the latest release. If you have any questions, feel free to let me know! 

[StasiM]

Same! But I’m not sure on the time of it all

[Gardgirl]

I’ve had my Charge 2 for many months.

It has worked perfectly until my sleep record stopped working normally during Friday night, 9th August, now hasn’t worked properly for 3 nights.

It shows a simplified version of my sleep record, says it can’t get a consistent heart rate reading while I slept. On tapping ‘more details’, it shows this message:

Error: Error ID: 938959608-60905 (-1729621941)

My heart rate, which I see mentioned in some posts, looks absolutely fine for  Friday, Saturday and Sunday nights? I have never done anything to my fitbit that I see mentioned on here - I am totally non-technical, so it’s all beyond me.

I’ve read about an update to Charge 2 - please remove the update, I really want my sleep record to continue; it’s the main reason I bought my fitbit.

Gardgirl 

[Sandy6161]

Hi Alexx

After the latest Firmware update my Charge 2 has stopped recording the heartbeat? is there a bug which you people will fix in coming future?

Today its display has also become inverse and garbled. Please help??

[Sandy6161]

Same is happening with me. now even the display has gone bad.

[peter.s]

Been posting  and reading posts about the  update  on Charge 2.   every time there is a reply from fitbit  its the same thing   refer to  our help  notes.   NOT good enough .  there is very clearly a fault with the release. and to say   contact our customer service  when every note seems to say  "oh dear out of warranty"  25% off a new one.  is  just trying to duck out of the issue .  customer service  what customer service  Man up  and  accept you have made a huge error  not checked the release properly  and replace the  units.

you will soon be loosing customers by the thousand very soon.  

[Binford]

Exactly what mine did, next it won't hold a charge and then finally it won't charge at all, and then finally won't turn on, none of the "tips" they give in the forum will work.
Binford

Sent from Yahoo Mail on Android

[Galsal56]

GARDGIRL, That was exactly my problem too (though I didn’t check for an  error code.) This morning, however, I found my sleep tracked normally! So, fingers crossed that the issue has been resolved, amd I hope for you as well!

[ShannonH46]

My sleep stages worked Saturday night but now it's not working again and
green lights on my tracker and blinking really fast

[SunsetRunner]

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@AlvaroFitbit wrote:

Hello everyone, thank you for your responses. 

As mentioned before if you have tried the suggestions listed and the issue persist then reach out to our Support team for further assistance as they are the ones who can review the warranty status and provide options based on that.

I'll be around.

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Once again Fitbit not wanting to deal with their bad firmware updates. How about pulling the bad firmware update?

[Olgies78]

I have been having the same problem like everyone else on here that are not recieving the actual text message on their fitbit.  I change the setting to fb messenger and I was able to view the message.  I also changed the setting to the Verizon message app and it worked too. I have a Samsung S8 and it seems that the message app on the phone is the only one not working.  I did get the firmware app too. So maybe try setting up your messages to another message app.  Hope that helps some of you.  

[SunsetRunner]

I emailed customer support and got the generic FAQ solutions as well as, “Regarding your question about a solution being worked to fix the issues as soon as possible, certainly this will be done, however please note that in case this is a new issue communication may be under implementation. We're asking a specialized team opinion in order to assist you, because this situation hadn't been reported previously.” I had specifically mentioned this thread as evidence that it’s a firmware issue and not an isolated case but it wasn’t acknowledged; customer support just stopped responding altogether. 

So I called yesterday and spoke with someone directly. They seemed disinterested and did not apologize; just offered a 25% off for a new device though I mentioned it’s unfair that Fitbit broke perfectly functioning devices and the only solution offered is to spend $200 on another one. No real response to that, just a “This is the best we can do.”

I emailed Jeff Marshall this morning, the VP, Global Head of Customer Support at FitBit at **personal info removed** to submit a complaint about the firmware. I’m not sure if it will help but I will hope this isn’t how to treat loyal customers.

[Gardgirl]

Good for you - maybe you’ll finally get somewhere, so thank you from all of us having problems with our Charge 2 s since the weekend.

GG

[SunsetRunner]

Maybe if we all contacted upper management about this issue, they’d be more inclined to help or listen. 

First initial, last name (at) fitbit (dot) com

[Sasha754]

This is awesome.

[bakerlady]

Good to know. Guess I won't be in any hurry to update mind until all these
bugs are worked out! Thanks😁

[bakerlady]

Well then, I guess I won't be in any hurry to do this update until FITBIT gets the bugs worked out. Thanks for the heads up!😁👍

[SunsetRunner]

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@bakerlady wrote:

Well then, I guess I won't be in any hurry to do this update until FITBIT gets the bugs worked out. Thanks for the heads up!😁👍

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At this rate who knows if the buggy firmware will be fixed since Fit Bit seems to want to blame it on the hardware and not the firmware they sent out from the responses I have seen on this forum. At this rate Fit Bit has to know this is an issue caused by their firmware update since people are calling in just to be told their only option is to pay them more money for another watch due to their bad firmware update they pushed out.

[Renwick]

Thanks for that and to all of you who responded to my message.  Here's hoping the FB software team will take some notice of all the complaints.  I still have a notification on my Charge 2 inviting me to upgrade but am leaving that totally 'on hold.'  It would surely be to everyone's benefit if Fitbit would take this upgrade off-line, acknowledge that they have a problem, advise that a revised version is being developed and which will be stringently tested before it is released.

[Cars100]

It is so depressing to read about all the customers that are experiencing problems caused by FitBit. Equally depressing is the lack of ownership of the problem by FitBit. Simply offering a 25% rebate for devices destroyed by FitBit is insulting. I’m out of here. 

[RicardoFitbit]

Hello guys, I'm happy to continue providing assistance with your difficulties, pardon me for the delay in responding.

@bakerlady Seems odd that you're still unable to update the firmware version of your Charge 2, can you please let me know if you already checked our help article: How do I update my Fitbit device? to see that all the requirements to update your device are correctly configured? Also, the troubleshooting steps that are specified on: Why can't I update my Fitbit device?. Please keep me posted.

@StasiM Thanks for bringing this to my attention. Can you please let me know if the heart rate sensors of your Charge 2 are still blinking? If you haven't already done so, please try our restart process and let me know how it goes. Same for you @Sandy6161 

@Gardgirl I appreciate the details that were shared in your post and for the screenshot of the error message received. Let me share with you that Fitbit estimates your sleep stages using a combination of your movement and heart-rate patterns. While you’re sleeping, your device tracks the beat-to-beat changes in your heart rate, known as heart rate variability (HRV), which fluctuate as you transition between light sleep, deep sleep, and REM sleep stages.

If we don’t have enough information on the backend to calculate this, we’ll show you your old sleep pattern which doesn’t require heart rate. It appears as though we didn’t have enough information, and as a result showed your old sleep pattern. You may want to check the fit of your tracker to make sure we get a good heart rate signal. 

@peter.s Thanks for your post and the feedback that was shared on it, we are always striving to improve the Fitbit experience with our products and services, therefore, the information that was shared with us is appreciated. For any warranty-related inquiry, please check our warranty policies here. Same for you @SunsetRunner @Sasha754. @Cars100 @Renwick  and @SunsetRunner.

@Binford I'm sorry to know that your Charge 2 isn't charging at all. Can you please let me know if you already tried the troubleshooting steps that are specified on: Why isn't my Fitbit device's battery charging?

@Galsal56 I'm happy to know that your Sleep Stages are being recorded as the way we designed! Please do not hesitate to contact me back if you need anything else.

@ShannonH46 If your heart rate sensors are not working properly, this will affect the Sleep Stages tracking. That said, can you please restart your device and let me know if after doing so the heart rate sensors blink as the way we designed them?

@Olgies78 Thanks for sharing your personal experience with us and for the suggestions posted, your willingness to help is really appreciated. Please let me know if you need assistance with anything else.

See you around.