Charge 3 stopped working after updating the firmware version

[Catastrophic]

I have been a fitbit user since Dec 2015. Since that time I have been through 2 Charge HRs, (band issues) 2 Charge 2s (band and screen issues) and currently on my second Charge 3. That should tell you something about the quality of both the product and its supporting software.

I upgraded to the Charge 3 on Valentines day this year, 2019. The first one did not work, Fitbit sent me a new one (thankyou) which functioned well until about four days ago when I installed the new version of software to the Charge 3……Version 28.20001.60.39. Since that time, nothing but problems.

I have followed all the suggested instructions regarding connecting, pairing, syncing, rebooting win 10, rebooting charge 3. Getting tired of seeing all the smiley faces but it still didn't work. I also, removed my charge 3 and set it up again with the four digit code appearing on the charge 3.

Then doing it again many times over. Even when I check Win 10 and it shows that Charge 3 is “connected” and the Fitbit Windows App shows the Charge 3 connected it will not sync.

There have been no changes to the computer or its software. The only change has been the new version of Charge 3 software. I have spent hours trouble shooting and when I finally get it to function it soon fails again and stops pairing/connecting/syncing.

Please advise if it is possible to re-install old version of Charge software and/or next steps.  This is very frustrating.

Moderator edit: updated subject for clarity

[MarreFitbit]

Welcome to the Community Forums @Catastrophic! I am sorry to hear that you are going through this situation. I appreciate your feedback and the steps you've tried so far in order to solve the syncing issue. 

I'd recommend to perform a manual reboot on your Charge 3. From the clock face, swipe to Settings and tap Reboot Device. Then, please take a look at the troubleshooting steps at: Why won't my Fitbit device sync?

Also make sure that your Fitbit app does not have a pending update. 

Give this a go and let me know the outcome. I'll be more than glad to continue assisting you. 

[Fatherofgrace]

Yes nothing but problems after the firmware update. Mine also stopped showing my weight yesterday. Here soon the only thing it's going to show is my steps. Everything worked fine until the firmware update and now it's slowly becoming completely useless.

[Catastrophic]

Thanks for trying to help Marre. 

I went through the steps you have recommended and have been unsuccessful.  I managed to connect the charge 3 (it shows connected in my Bluetooth settings) and there must be pairing with the desktop app because I can see the heart rate correctly displayed from charge 3 to the desktop app.  

Syncing, however, fails.  After some minutes of trying to sync (the wheel spins) it fails.  Additionally, the heartrate no longer appears on the app, yet when I look at Win 10 Bluetooth settings it show "Charge 3 Paired".

As I mentioned earlier.  Things worked fine before I made the mistake of installing the latest firmware   Version.  

I have now spent many hours troubleshooting without success.  Please advise next steps.

[Catastrophic]

@MarreFitbit 

None of the steps got me any further than I have been.  I now have wasted approximately 10 hours troubleshooting. 

Everything was fine until I made the serious mistake of installing the new firmware.  

Please advise next steps.  

[MarreFitbit]

Hello @Catastrophic, thanks for coming back and following the tips and recommendations provided above. 

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.

Thanks for stopping by @Fatherofgrace and trying some steps prior to contacting us! I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. If you're still having any questions in regards to this matter, please feel free to reply back to your support case. 

I'll be around if there's anything else I may do to assist you with. 

[Fatherofgrace]

What support case? They told me I'm stuck until the engineering department figures out how to fix it and they have no date that it will be fixed by. Not cool.

[MarreFitbit]

Hi @Fatherofgrace, thanks for coming back! If you already troubleshooted this with our Support Team and they notified you about the issue. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. 

We'll appreciate your patience and understanding Rest assured we're always working to improve our products.

Let us know if there's anything else we may do to assist you with. 

[Fatherofgrace]

They can further assist me by fixing the firmware update so my charge 3 is 100% what it was before the update.

[MarreFitbit]

Hello there @Fatherofgrace! I totally understand how you feel. Thank you for the thorough feedback for the Fitbit environment, customer service and devices. This has not gone unnoticed and be sure that I will pass this along.

Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

I'll be around if I can be of further assistance. 

[Fatherofgrace]

Any update on when the new charge 3 firmware will be released? I'm still waiting

[MarreFitbit]

Hello there @Fatherofgrace! We don't have any specific date or time frame on when a new firmware update for Charge 3 may be available. 

Fitbit occasionally releases free feature enhancements and bug fixes for your device through firmware and Fitbit OS updates. For details about each type of update, see What's changed in the latest Fitbit device update? and What's changed in the latest Fitbit OS update?. Stay tuned for further updates! 

Let me know if you have any questions present. 

[Fatherofgrace]

I am finally pleased to say that the firmware that I was just offered and downloaded today so far has fixed my charge 3. It actually does everything that it did when I bought it. Wow I am so relieved that it is back to normal again 😯

[MarreFitbit]

Hey there @Fatherofgrace! I'm very happy to hear that your Charge 3 is working as expected after completing the firmware update. 

I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!

[SunsetRunner]

I have the same thing happening with my Charge 3. Now my face is blank and battery will not charge. All the things @Catastrophic @MarreFitbit @Fatherofgrace have discussed with their devices. This is my second device (and probably last).

I purchased my FitBit on Black Friday 2018.

I will submit warranty claim tomorrow.

[meg13]

I too find the firmware update perplexing.  I’m sorry I updated. 

[MarreFitbit]

Welcome on board @SunsetRunner! Thanks for already following the tips and recommendations suggested in this thread. 

Since the steps you've tried didn't work, 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. 

Hello there @meg13! I totally understand how you feel. To better assist you, can you please let me know the issues you're experiencing after the firmware update?

I'm looking forward to your reply.

[Codfather]

Hi - I'm having the exact same problem since the firmware upgrade.

I have re-installed the app, reset the charge 3 and rebooted it.

Turned bluetooth on and off - all with zero affect.

I have remove the failing device from the app and attempted to re-connect it.

It gets as far as offering the bluetooth pairing number - which I then enter on the app.

The charge three however then vibrates and puts a cross on it's screen - the app then tells me it failed and to try again. I have done this several times. 
Can someone please help me progress this issue and get it sorted out please. 

[SunsetRunner]

Call Fitbit support and request a replacement due to the firmware failure.
They will ship you one. That's what I did.

[rndlmn4]

fatherofgrace, what is the version number for the firmware that solved your problems?

How do you check the version currently installed? I've search for an answer, but must not being using the right keywords to trigger the result I need.