Firmware update in late Sept-intermittent screen shut off-no sleep data being recorded

[Mich0825]

Just wondering if others are having a similar issue as I've already contacted fitbit support (they were wonderful) but the issue hasn't been fixed and it all came from the latest firmware update. 

I've had my fitbit since July 2022 and it's worked perfectly since the latest update late Sept of this year. The screen will shut off at points during the day and if I'm not constantly checking, no steps or heart data is recorded, and of course it happens at night too so no recording at all of the sleep. I'll see a black screen and tap it and mash the side buttons and I'll see a little smiley face pop up and it'll turn back on. Have tried restarting, turning on and off the DnD and sleep settings, sleep sensitivity.. but nothing has gotten it to fix and the support team said there were not any known firmware issues. Kind of at a loss here..

[SunsetRunner · Accepted solution]

Hello @Mich0825 

🤔 I’m wondering if setting up your Inspire 2 as a new device will help in someway. It certainly wont hurt to try. But first have you tried changing your clock face by going through the Fitbit App? For some odd reason (I have absolutely no idea why) but sometimes changing the clock face helps. Open the Fitbit App, tap your profile picture then scroll down to and tap Inspire 2 then tap gallery. Now tap the clock tab. Browse the available clock faces. Tap a clock face to see a detailed view. If you see one you like tap install. 

But if your still experiencing issues let’s try setting your Inspire 2 up as a new device to see if that helps. You won’t lose any of your data as it is held by the Fitbit Servers. You will however lose any data you may have collected after your last successful sync so make sure you sync one finally time before proceeding. 

Here is how you set up your Inspire 2 again as a new device. Please follow these instructions carefully and don’t miss a step: 

1. Remove any connected Fitbit from the Bluetooth settings on your phone. If your on an Android tap unpair….if your using an iOS tap the blue information icon beside the Inspire 2 then tap forget device. 😉 Basically make sure you Inspire 2 doesn’t show on your Bluetooth at all.
2. Turn off other nearby Bluetooth connections. 
3. Check if your Fitbit App is updated
4. Log out of your Fitbit app and reboot your phone.
5. Restart your Inspire 2: https://help.fitbit.com/articles/en_US/Help_article/1186.htm
6. Log back into your Fitbit app as you normally would with your email address and password, tap your profile picture then scroll down and tap Set Up a Device.
7. Select the Inspire 2 in the list of trackers and follow the onscreen instructions. When asked if you want to replace the Inspire 2 say yes.

🤞😃 I’m hoping this helps your Inspire 2 to perform as it should. Please come back and let me know how it goes

[Mich0825]

Hello MegaBite! 

Thanks alot for answering my post and for providing the details for troubleshooting this issue! 

I ended giving this a go yesterday; first I changed the clock face and left it for a couple hours with no resolve, so I tried the setting up as new device method that you mentioned. I followed these steps to the T and managed to 'replace' the old one, but the same issue is happening into today, unfortunately. 

I feel like now I have officially done everything and wondering if the warranty route is the only option at this point. 

I really do appreciate your assistance though!!

[SunsetRunner]

Hello again @Mich0825 

Yes, I think contacting Fitbit customer service would be your best option to discuss warranty inquiry:https://myhelp.fitbit.com/s/support?language=en_US

😃 I do hope they are able to sort this out for you quickly so your back up and running again