Charge 2 stuck on version 22.53.04

[PiperB]

Hello all!

I have recently had my Charge 2 replaced and have been shipped a version 22.53.04 which doesn't like to sync. It comes up with version 22.53.04 then goes to fitbit.com/setup screen and has been like it for weeks. I have disconnected my Bluetooth on my iPhone lots of times and yet to no effect! is anyone having the same issues? i have emailed and spoke to chat and they are saying sit tight we are aware of the issue but i think this is just completely unacceptable!

Has anyone managed to get theirs past this screen?

Thank you!

Moderator edit: Subject for clarity 

[HeydyF]

Hello @PiperB, let me give you a warm welcome to the Fitbit forums! It seems that your Charge 2 is stuck on the previous Firmware version, and it'll only work, until you updated it. I appreciate the time you have taken to contact our Support team for further help. Let me ask you this, have you already tried the tips in this help article: How do I update my Fitbit device? If you haven't, please give it a try. Also, please try out the tips in this other help article: Why can't I update my Fitbit device? 

Let me know how it goes! 

[gab_tz]

@PiperB, it's a known issue with the replacements they are shipping, no ETA on when it will be resolved. 

@HeydyF, there are already numerous threads about this. It would be more useful to just share this information instead of telling people to try steps they obviously cannot due to the fact the replacement can't be paired at all.

It is annoying Fitbit keep sending out those replacements without informing people about the current state of things. I understand they might have some policy requiring them to send one out but at least they could warn the users it's not working right now and explain.

[Woodylolo]

Yes, I'm having exactly the same problem!!!

[Sammusic]

This is exactly what I’m going through with a replacement. Also will not show update available because it won’t connect to the Bluetooth in the first place. Y’all heeeeelp!!!

[Sammusic]

I have the same problem. Not going well. I can’t update the device because it will not connect to Bluetooth in the first place. 

[Sammusic]

Heads up @PiperB I also tried downloading the app to my laptop so I could perhaps have it recognized by plugging into the USB port and then update from there...no bueno. 

[Woodylolo]

I tried on my wife's and daughters phones with no joy at all, the old charge 2 with the broken battery however can get hooked up straight away (it's on different firmware) this has to be the issue.

Hope they send replacements soon because if it can't connect we can't update firmware, getting annoyed now!

[MEO95]

SAME exact problem for me. Got one for Christmas, wouldn't sync after hours with support. Sent it in, just got the replacement after 3 weeks today, same exact firmware, and after more hours with support still WILL NOT SYNC!

[Woodylolo]

I've now had a returns label sent to me I've posted the faulty pebble and just hope they don't send another replacement with this firmware that doesn't work!! 

If they do then I'm definitely going on social media and letting them know exactly what I think, I had my replacement on 29/12/18 and still, so far my issue is still on going!!

[Abc123abc123456]

I am having this issue the same issue everyone else is having and have been having it since early December with my fiancee's fitbit charge 2. Because I bought it off of ebay they won't send me a replacement. They really need to give us a time frame of when they are going to fix the issue with the firmware 22.53.04 and the fact the devices won't sync. It is incredible that they have got away with this for so long. I have seen that some people have emailed the hire ups. Maybe it is a  good idea if absolutely everyone whom has had this problem emails them.

This is really awful customer service in the way they just send you down the same root every time of the stupid troubleshooting guide that clearly isn't the solution if they actually read the threads.

Below I have attached every thread I have found in regards to this.

sort it out fitbit. You have a large amount of angry disappointed customers.

https://community.fitbit.com/t5/Charge-2/Firmware-22-53-04-Syncing-Troubles/td-p/3150791

https://community.fitbit.com/t5/Charge-2/Charge-2-stuck-on-version-22-53-04/td-p/3169612

https://community.fitbit.com/t5/Charge-2/Firmware-22-53-04-Not-connecting-to-app/td-p/3196992

https://community.fitbit.com/t5/Charge-2/Replacement-Charge-2-won-t-pair/m-p/3202862

Hope this spurs them on to actually fix things and get back to us. It isn't acceptable as there are just so many people with this issue.

[Woodylolo]

Hi, I've had an update to my fitbFi app and it's now contacting and set up!!