Firmware 22 53 04 Not connecting to app.

[Stoop]

Ok - maybe time to put all this together on one thread.

If your replacement Fitbit won’t connect to the app then I suggest you check the firmware.

To check this plug the charger in and hold the button in for five seconds until it reboots. The firmware number comes up immediately it reboots.

If it’s 22 53 04 then that’s the problem. Fitbit won’t admit it and are stalling for whatever reason. 

We we need to get Fitbit to admit it’s the firmware and not the app.

[Cracker_Jak]

Completely agree. Experiencing exactly same problems as posted on another thread (this morning).

I'm UK based but replacements pellets come from Holland, so I'm guessing all Fitbits' current European stock of Charge 2's are affected by this Firmware incompatibility issue.

I'm afraid situation is not acceptable, replacement pellets are not fit for purposes and Fitbit have failed to supply a suitable working device covered by the 12 month warranty period.

So either FItbit need to fix the Application to ensure the replacements firmware (22 53 04) is compatible; offer a replacement pellet with the latest software; offer a replacement Charge 3 at no additional cost (this may be a cheaper option?); or offer a full refund.

Come on Fitbit, its a great product being let down by poor quality hardware!

[Lisa830]

Same here! 

I have been posting messages on FB NL (I am living in the Netherlands) as well as FB UK + Ireland. Maybe some pressure on social media will persuade them to take the necessary actions...

[Lisa830]

I also sent the CEO an email. I do have a strong sense of justice so I am not willing to accept the way they are treating us! 

[robert12345]

I'm in the US and have received 2 replacements with firmware 22.53.04 that would not pair. Wonder how many people have these. They told me to check the app from time to time and no notification would be sent out. I could not believe that response so i called a second time. I'm guessing that was so they could close the case number.

[CarolynJBossyLa]

I am in the US and have the same issue.   I am on my 2nd Replacement and was told:

"We have recently received a report from our higher support department, our development team and engineers are aware of it and are working to identify a resolution as quickly as possible.

Please check in a couple of days if you're able to set up your replacement with either of your compatible mobile devices. "

So far still not working.

[Samnhe3]

Im UK same here! everyone is having the same issue with replacements and there is still no fix!.

Furthermore Fitbit is still sending out replacements that won't sync eventhough its a know issue by Fitbit.

Every single replacement device that is being sent to the UK right now do not sync, I've personally have had 3 replcements sent to me and non of them will sync.

In my opinion I think it's disgusting on how Fitbit is treating us, I've been waiting for a months now and checking the forum to see if anyone had a fix for the issue. I've had to returned and waited multiple times to recieve a new replacement just to get another one that don't sync. It is totally ridiculous to see more and more post everyday of people having the same issue and Fitbit are still sending out replacement that won't sync.

[Samnhe3]

Many of us are having an issue with syncing Charge 2 replcements that Fitbit has sent us and been told to keep our device until the "app update". Im wondering how long this will take? as it has been months now since this issue has started. Does anyone from Fitbit or any community member know when this issue will be resolved?.

[SunsetRunner]

I have 2 replacements with the 22.52.04 version. There is a thread where some people received replacements with the 22.55.2 version and theirs works. When I pointed this out to fitbit support I was told that they will not send me a pebble with an updated firmware version and that I should try connecting with a different device such as a windows 10 computer. I have been trying that for 3 weeks and it's not working. This is the email I received:

"We want to thank you for getting back to us and let us know your concerns regarding this matter. We truly appreciate the time and effort you have invested in this process. 
We'd like to share with you that as of the moment our engineering team is still investigating the roof cause of this ongoing issue with the setup process for replacements. We understand this is not the outcome you were looking for, and we can tell you that we're taking care of this situation. We will make sure to add the proper notes so that your case is being prioritized.  
With that being said, we're unable to provide you with a replacement. We appreciate your understanding in this matter, and we recommend you to give a try setting up your Charge 2 using a different device such a windows 10 computer. 
If you have any additional questions or concern do not hesitate to reach out. We'll be here to help you."

So excuse me while I go buy a regular watch to keep time since my original Charge 2 is dead.

[Stoop]

Standard reply after standard reply. 

They really think we we are fools who will just accept this!

and where are the moderators on this? Can they address our concerns or are they under orders to ignore these threads?

[Stoop]

Their latest dribble of an answer. Now telling me to keep my firmware up to date! You couldn’t make this up!

Hi, 

We appreciate you for sharing your thoughts with us. 

As we have been made aware of the issue you're experiencing, we're working to make sure that the necessary resolution on the issue from what our valued customers experience would be catered and addressed properly.

Although we can't provide a specific time frame when this will be resolved, we suggest to keep the app and the tracker's firmware up-to-date as these provide improvements for your tracker's performance. 

We sorry for any trouble this may have caused. 

We look forward to having this issue resolved as soon as possible. Let us know if you have other

questions. 

Moderator edit: removed personal information

[Martens]

I have exactly the same issue! Received my 2nd Charge 2 replacement today, again with firmware 22.53.04 like the 1st replacement and like the 1st one this will also not connect with the app.

My cracked Fitbit charge 2 with firmware 22.55.2 has no problem connecting.

I am so disappointed and angry. Why keep sending out replacements of which  you know won’t work!

[RkbCA]

The problem appears to be an incompatiblity between latest version of the fitbit app and the charge 2 22.53.04 firmware.

I am on Android and was able to get around the problem by using an older version of the app.  Current Android app is 2.84.  I have an old cell phone with app version 2.75.1.  I just received a brand new Charge 2  (bought on the open market, not a replacement from Fitbit) which came with firmware 22.53.04.  I didn't actually test it with the current app but assume it has the same problem everyone is reporting.  However, it connected to my old cell phone without a problem and the first thing it did was update the firmware to 22.22.55.2.  It should now be useable with the current version of the app.

Has anyone else tried rolling back the app to an earlier version (Android versions can be found on various android app archives on the internet)?  My guess is that doing that will allow you to upgrade firmware and then restore latest fitbit app and be back in business!  I hope!

[Momma4Bear]

---

@RkbCA wrote:

The problem appears to be an incompatiblity between latest version of the fitbit app and the charge 2 22.53.04 firmware.

I am on Android and was able to get around the problem by using an older version of the app.  Current Android app is 2.84.  I have an old cell phone with app version 2.75.1.  I just received a brand new Charge 2  (bought on the open market, not a replacement from Fitbit) which came with firmware 22.53.04.  I didn't actually test it with the current app but assume it has the same problem everyone is reporting.  However, it connected to my old cell phone without a problem and the first thing it did was update the firmware to 22.22.55.2.  It should now be useable with the current version of the app.

Has anyone else tried rolling back the app to an earlier version (Android versions can be found on various android app archives on the internet)?  My guess is that doing that will allow you to upgrade firmware and then restore latest fitbit app and be back in business!  I hope!

---

Tried and no luck. Plus the devices aren't even picking up the replacements on the bluetooth.

[Momma4Bear]

After emailing top execs, contact info can be googled, my husband will receive a brand new charge 2, a complete one supposedly. He also received an email with a prepaid mailing label to ship the faulty ones back. 

Looks like you need to either call and talk to managers or email higher ups to get this resolved. 

[LTRMcrew]

Is it just me or isn't the firm ware up to 22.55.2 ?

[Martens]

Yes it is but all the replacement trackers, for broken devices under warranty they send out, are with firmware 22.53.04. They aren’t visible in Bluetooth and unable to pair. They keep sending them out knowing they won’t work!

[gab_tz]

Yes, the latest one is 22.55.02

The replacements they are shipping have an older version 22.53.04, probably the latest one at the time they were manufactured, which in itself is would not be a problem if pairing worked.

[whizzles]

Hi.  I've had nothing but problems with my charge 2.  I haven't been offered a replacement pebble.  I gave up trying to sync to my phone when Android OS updated in October 18 and Fitbit told me it was my fault for having the wrong phone (!!).  Now it won't pair and sync with my laptop at all - which it did up to 10th Jan.

The customer service is totally *beep* and shows no sign of improvement.  These continual threads about syncing sum it all up really!!  

[PiperB]

Still have a problem and we are told to wait for a update to fix.

Company is a joke.