Charge 3 won't update to new firmware version

[raylou25]

This is the 2nd time ive had an issues with this model. 

I have followed all the instructions to restart he device and set up again on my phone and laptop app but still no luck. I preformed a longer reset with it today and although it finds the device it still wont connect up.

So frustrated that this has happened again this is my 2nd replacement in under a year. now it just keeps displaying a circle with an X in. Help !?

Moderator edit: updated subject for clarity

[20something]

I’m having the exact same problem , my Fitbit won’t sync to any device any longer , I tried the reset options everything , I also deleted it from the app but now it won’t connect to the app whatsoever , device still works fine on my wrist. Can anyone help?? Looks like it relates to the firmware upgrade 

[raylou25]

after an absolute pain in the arse conversation with them apparently its something they are having issue with all over. they are working on it and have said it will work once they release the new update for the app- I did ask when it expect this but they cant say for sure but did say they would notify me via email.

To just say well actually its a general issue affecting many people has annoyed me because why not just release a statement rather than going through the carry on of restarting the trackers numerous times etc.

I've been unable to use my tracker properly now for almost a month! so frustrating! 😞 this is my 2nd charge 3 in under a year

[MarreFitbit]

Welcome to the Fitbit Community @raylou25 and @20something! I am sorry to hear that you are going through this situation. I appreciate your feedback.

While reading your post I was wondering if you have confirmed that your Charge 3 is still paired to your account? If the device got unpaired from your Fitbit app, that could be one reason of why the firmware won't complete. Would you mind to confirm this? 

Also can you please let me know the model of the phone you're using to sync and update your Charge 3? You can see the list at: Which phones and tablets can I use with my Fitbit watch or tracker?

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

I'd recommend following the troubleshooting steps provided in the help article: Why can't I update my Fitbit device? 

I'm looking forward to your response, I'll be here. 

[20something]

Thanks for your reply. I can confirm my Fitbit is not paired, I deleted it hoping it would solve the sync issue but that has not happened... I’m using an iPhone 6, I’ve tried using iPhone 7 Plus an iPad, all have the latest iOS installed. I still get the same result, Fitbit can’t be paired and won’t sync, I’ve used Fitbit’s for years without issue but ever since ur recent firmware update it’s all gone a mess. In addition, I have a strong WiFi connection. And Bluetooth. Is on. This appears to be a bigger issue affecting many customers. That Fitbit need to sort out 

[raylou25]

Hi my fit bit is no longer paired as when speaking with Customer Support one of the steps was to unpair it from my account and try to set it back up again. I have tried many times on my phone to set it up again but it wont connected back up. I have also tried setting it up on the app on my laptop and this also wouldn't work.

I'm using a HUAWEI P20 lite. Wifi connection is also fine as well as my Bluetooth

thanks

rachel

[MarreFitbit]

Hello guys @20something and @raylou25, thanks for coming back and for the details provided. Let's do this all together! 

Since both devices were removed from your accounts, let's make sure they are no longer paired in the Bluetooth settings on your phone. 

So please go to the Bluetooth settings and see if the Charge 3 is listed. If so, next to it you'll see this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair".

If you had any Fitbit before the Charge 3 that is still listed in the Bluetooth settings, please remove it as well.

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

In addition @raylou25, for more information about using the Fitbit app on your Huawei P20 Lite phone, see How do I use the Fitbit app on my Huawei P20 Lite phone? 

Let me know the outcome, I'll be keeping an eye on you guys.

[20something]

Hi Marre, I’ve checked and the Fitbit is not showing up in my Bluetooth at all, I’ve also tried all of the help options available and absolutely nothing has worked, my Fitbit charge which is only a couple of months old Is practically useless as I cannot sync it to the Fitbit app. The issue relates to your recent firmware update, I’m seeing numerous conplaints online from many people. Please sort this out instead of referring us to the options that we Have already tried . Thanks

[MarreFitbit]

Hello @20something! Thanks for confirming what you've done. I appreciate your time and efforts while troubleshooting this with me. 

Since the steps suggested did not work, 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.

Please let me know if there's anything else I may do to assist you in the meantime. 

[raylou25]

Hi Marre, same for me it doesn't show up in my Bluetooth, I've tried your steps numerous times and on my laptop and still nothing, I cant even alter the time on it or anything.  My fit bit is also a few months old and stop working in regards to the firmware needing an update- I had a charge 3 before this one and I had to have it replaced due to the same issue.

 please help I want to be able to use my device, ive been unable to use it for a month now 😞

[MarreFitbit]

Hi @raylou25! Thanks for coming back and for confirming that you've done the steps suggested. 

I've notified to our Support Team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit account. Someone will be in contact with you soon!

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

[Murrumbeena]

My Fitbit is paired. Phone is an OPPO. Firmware will not sync and needs to be manually synced with Fitbit to upload all steps. 

[SunsetRunner]

Ugh. Same here. Just bought my Fitbit Charge 3 TODAY. I've tried all of the lovely suggestions about 3x and nothing is working to allow my Fitbit to update the firmware. I realize Fitbit is "working" on this and I know they are trying, but your post was Late June and it's now almost mid-July and I'm having the same problem so wondering how much success they are actually having remedying this major software issue.

[Murrumbeena]

I still can't update firmware...#sigh. 

[SunsetRunner]

It's incredibly annoying. I just bought the Charge 3 today and cannot set it up, so it's sitting next to my computer, charged up to 95%, and I can't use it. It seems ridiculous that they can't get this issue solved. My husband has been a software/hardware engineer for nearly 15 years and he just shakes his head at the ineptitude. I know it's easy to whine, but like most companies, they are so anxious to get their new product out to the public that they don't consider that a big glitch like this can lose customers forever. I'm seriously looking at another brand in case this isn't resolved quickly.

[Dspellerano]

Hello, I need help with this to.  I got the Fitbit today and have been trying all afternoon.  It started updating but it stops at the middle and re-starts again. I am about to give up and return it to amazon.

[SunsetRunner]

Okay, after posting a few things about my frustration that the firmware would not download to my brand new Change 3, it just worked. I have no idea why because I'd done all of the troubleshooting suggestions three times. On the 4th time, it worked and I am the NOW proud user of my new Fitbit Change 3. Keep trying folks. I hope others have the success I finally had...we'll see about it syncing as the days go by.

[SunsetRunner]

Fitbit CHARGE 3...not Change 3. Lord!

[raylou25]

Hi

yep I July now and still no luck. 3x I was told they were escalating my case and I've never heard anything back since. I've been completed fobbed off by them, their customer service is appalling!

I hope you get sorted soon!

[Lethal42]

Seems many of us are having this issue...with any new firmware update.

Myself included.

My last tracker (a charge hr) corrupted itself mid firmware upgrade...and issue the charge 3 along the same lines. Surely something needs to be done pronto?!

I removed device and readded (one transaction on app), and its now downloading the firmware update. Will this fix it? (Is THE question).

Lethal42