Charge 2 stopped working after new firmware update

[malumpkin]

Ever since the firmware update, I have had no love from my new Charge 2. No syncing, no pairing, no updating, no counting steps, turns off and won't turn back on, runs down the battery, generally not working. I've done the 3-times forced restart. I've done the unpair-pair. I've done the turn off bluetooth and turn it back on. I've tried it all, multiple times! I think my Charge 2 is not fit for service. Is there a magical miracle cure I'm missing here? Stand on my head and clap three times to the full moon? I've had this thing less than 2 months and was really enjoying it, and now...nothing but headaches!

Moderator edit: updated subject for clarity

[MarreFitbit]

Hey there @malumpkin, it's nice to see you around the forums! Hmmm.. this is very strange my friend, thanks for troubleshooting this inconvenience already. 

To make sure we've covered all the troubleshooting steps, I'd like you to please leave your Charge 2 charging around 1-2 hours (even if it has power). Once the time has passed, restart by following these steps. 

If you get any error message on the screen, let me know. If your tracker comes back to life, do the following steps one by one: 

• Note that you can't set up your Fitbit device from your phone or tablet's Bluetooth screen; you must open the Fitbit app and follow the on-screen instructions.
• The software on your phone or tablet is up to date.
• The Bluetooth setting on your phone or tablet is on. To find it:
• Double-check the following information about your phone or tablet:
  • Your device is supported by the Fitbit app. For the latest list, click here.
  • Your device doesn't have a set up or sync issue listed on What should I know about using the Fitbit app on my Android device?
  • Power Saving Mode is turned off on your device. This mode frequently causes the device to disable Bluetooth. 
  • (Version 6.0+ only) You have location services turned on and the Fitbit app has permission to access your location.

f you're still unable to set up, go for these ones:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Try setting up your device again.
3. Restart your Charge 2.
4. Try setting up your device again.
5. If you can't set up after a restart, reboot your phone or tablet (turn it off and then back on).
6. Try setting up your device again.
7. If you can't set up after the reboot, try uninstalling and reinstalling the Fitbit app.

Give this a go and let me know how it goes! 

[guywhite021]

I am having the same problem.  It freezes up, shows that the battery has died immediately after removing from an all night charge(only sometimes) and won't show the correct time starting about an hour after syncing.  Tried factory reset, and all other available methods.

[kosmosEP]

Same for me.  Went through all the troubleshooting steps, my charge just dies halfway through the day after charging all night.  Seems to happen around the same time everyday (around 10 am)

[MarreFitbit]

Thanks for joining this thread @kosmosEP @guywhite021 and for already troubleshooting this inconvenience. 

Well @guywhite021, I've created a Support Case on your behalf - you should soon receive an email from Customer Support at the email you used to register with the Community forums. If you have any questions, don't hesitate to let me know.

On the other hand @kosmosEP, I was wondering if you own a Fitbit Charge 2 or a Charge HR.. it seems that you have the Charge HR (I'm asking so I can move your post to the correct board ).

 Consider these tips when you want to conserve battery life:

• If you use the Fitbit app, make sure All-Day Sync is turned off. All-Day Sync increases battery drain on both your tracker and mobile device. 
• If you don't need heart rate data, change the Heart Rate setting to Off. When you turn it back on, use Auto. 
• Turn off Quick View. Since it causes the screen to light up when you turn your wrist towards you, turning this setting off may prolong battery life. 
• Don't receive reminders to move every hour. To get fewer reminders, make sure you walk 250 steps each hour, change the number of hours you want your stationary time monitored, or turn off the feature on days you don't need it.
• Turn call, text, or calendar notifications off if you know you're going to receive many hundreds of notifications. A large volume reduces battery life. 
• If you have many silent alarms set, consider deleting some. Each alarm you add up to the maximum of 8 reduces battery life by a small percentage. 
• Don't charge your tracker in extreme heat or cold. 

However, as per the description maybe your tracker is running an old version of its firmware? Therefore, I'd recommend trying the following:

• Log out of your Fitbit App
• Force quit the App
• Restart your tracker 
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit App
• Update the Firmware version of your Charge HR
• Sync right after finishing the update

Running old version might cause issues like this one. 

Give it a shot and let me know if this works!

[kosmosEP]

I have a Charger HR, Charge 2 and Alta HR.  I've been using my charge HR in place of my non functioning Charge 2.  The Charge 2 has completely died and will not even charge its battery anymore, just a blank screen.

[MarreFitbit]

Thanks for confirming this my friend @kosmosEP. I went ahead and created a case for you with our Support team. Someone will reach out to you soon to offer their assistance. Please keep a lookout in your inbox to the email address associated with this account. 

[Deedo43]

I'v done all the above procedures on my charge 2 and it worked for 1 night. The next night it started counting sleep hours even though it wasn't yet on my wrist. The fitbit watch was just sitting on the table.  I've had nothing but trouble since the firmware was updated.  I understand that the Charge 2 is no longer being produced or serviced. If that is the case should I then buy a new fitbit watch?

[TomDuke]

Sorry to be the bearer of bad news but the Charge 2 firmware update issue has been going on for 2+months now. There was a thread on this topic that was about 50 pages filled with tales of woe similar to yours but Fitbit moderators shut it down last month. I have a Charge 2 and have been refusing the firmware update despite daily prompts on the app and my watch works fine. Sadly, as your posts indicate the problem continues with bricked devices after update. Same issue has been happening with the Ionic watch too, I have one of those as well and again avoid firmware updates for it.  Good luck.

[Speed48]

This is why I never upgrade something that is not broke for me.. where is the document that says why it benefits me?  I only think these days companies downgrade devices that provide services for free today to work if you you pay for them... such your WAY OVER PRICED PREMIUM SERVICE which we had most of already ... just need a device that tracks exercise and such - not a workout center!  You had the market but, slowly letting it slip away! 

[Mmarino59]

My charge 2 don't even turn on it is stop working after a month of getting it I'm not happy with it

[WdhOsman]

I am facing similar issue. I got the update notification. I started the update and it was going fine. Then in the middle I got a message that the tracker is not connected. Though I didn't move it. it was exactly next to the mobile. I tried "retry" couple of times. Then I tried plugging it to the charger though before it die it had 65% charge. But it never turn on again. I have tried different chargers including my laptop which all am sure they are working. I don't feel any vibration when I plug nor I see any battery icon. What else should I do?

[Sayubu]

My Fitbit Charge 2 was working fine until the new firmware update bricked it. I contacted the support via the chat feature and all they can do is to give me a discount on a new product. What is wrong with Fitbit Support? This is lame!

[WdhOsman]

At least they offered you discount. In my case they simply said you have to buy a new one. Like I am going to actually buy another one with this level of support and carelessness 

[SurvivingMom]

I didn't even accept an update.  My phone did an update and Fitbit must have updated simultaneously.  Now it doesn't work.  My other charge 2 stopped charging about 2 months ago and so I have been using my daughter's old one since she has the Apple Watch.  Now It will not connect to my phone.  Our Aria 2 scale stopped connecting about 8 months ago, just after the warranty ended.  This is our second scale and we bought it because the first one stopped syncing.  We will not be buying Fitbit devices anymore if their updates make it so that you are REQUIRED to buy new items.

[CeeAre]

UPDATE: 5/13/20 Finally got the Charge 2 to sync. Had to use the computer dongle and charging cable. Put the unit on the USB cable and pressed the button (~4 secs) to reset the unit which makes the device visible. Ran the FitBit Connect software for a NEW initial setup of the device! Software saw the device and synced. Logged into FitBit and the information had posted! Rebooted my phone and the information posted to the app, BUT the phone BT still does not see the unit. One problem at a time I guess. Will update again when I get the phone BT to see the unit.

The Original Post is from 2017, but it appears this is a regular thing with firmware updates.

Here's my post of today May 9, 2020: The Charge 2 has had syncing problems all week. Android app is set to auto sync and noticed it was not syncing on Wednesday. Last auto sync was Thursday, two days ago. The unit shows its tracking info as normal, fully charging, sending notifications, etc, but the Android phone cannot detect it via bluetooth, nor will the desktop dongle see it. Tried all the usual things: Turned off all the Mac products in the house since their BT radios interrupt the weak BT signal on the unit. Turned off all other BT devices in the house. Tried syncing with Android phone, nothing. Unpaired device with phone and searched for new devices, now the phone will not detect the unit at all. Rebooted app, rebooted Android phone, nothing. Turned off BT on phone to use the desktop app/dongle, computer BT no longer sees unit. I read that there was an update pushed out this week. Was that to the unit or to the app/software? I'd really like to know if that fried the unit or if there is still hope of getting the unit to sync. How much data can the unit hold anyway?

[Mmarino59]

I won't buy from Fitbit anymore

[Krysta0032]

Still won’t turn on I pressed the update for it and it never updated it went into update mode screen said updating on the app and everything I waited like 2 hours and the update bar wasn’t even moving so I closed the Fitbit app and now my Fitbit will not turn on I’ve plugged it into my wall my computer left it to charge overnight still won’t turn on or vibrate nothing I held the button for a whole minute still nothing I’ve done everything even deleted the app, turned my Bluetooth off then back on I’ve done that all multiple times what do I do it’s still not turning on there’s no green lights nothing 

[BostonJon]

Same here, never had an issue with it for years, battery lasted for many days.  Then google buys fitbit, pushes these updates, and now my battery wont make it past 16 hours