Inspire HR doesn't work properly and we can't update the firmware.

[peaceloving]

Looking to solve problems with our Inspire HR.

I am following up on behalf of my partner.
Model: FB413 Firmware version: FIT OS 34.20001.63.5 Purchase date: 30/8/19 Melbourne Australia
Several weeks ago we noticed that heart rate measurement stopped and sleep results no longer appeared in the phone app. Also that battery life had reduced to one day or less. Please note that prior to this point the device had been working ok.
My action so far to fix: [So far unsuccessful]
We made sure the phone app was up to date. The phone app indicated a new firmware
* Followed the instructions on your web site to "restart" the device.
> resync, try overnight, no change
* Next we tried "Clear personal data"
> resync, try overnight, no change

Next we receive the app notification that new firmware is available.
* We follow the instructions in the app and fitbit web site to update the device firmware. [No attempts were successful]
> Device and phone fully charged, chargers attached during firmware update attempt.
> Firmware update appears to start, with maybe 5% progress bar on app and single horizontal line across device display.
> We tried this several times over a few days. Most times after 10 - 20 mins the app would change to "try again" and we did.
On several occasions we left the phone and fitbit device "updating" for many hours withe same results.

So now we have a device that doesn't work properly and we can't update the firmware either.

Our next steps would probably be reinstall the phone app or try a different phone.

Seeking the vendors guidance for the next steps, thanks.

[Odyssey13]

Hi @peaceloving  what a nicely written post explaining the steps you've taken. I've notified a moderator about this and they should be by to assist. Meanwhile, here are two links for you to check out.

Which phone do you have and is it on the list of compatible devices? click to see

You try anything here on the article for trouble syncing? see if any of this helps - click to read

[AlvaroFitbit]

@peaceloving It's nice to have you on board!

Let me help you with your partner's unresponsive Inspire HR and thank you for listing everything that you have done to troubleshoot this issue. As @Odyssey13 said you can try the suggested steps to help solve the issue but I have also created a ticket so our Support team canfurther assist you via email.

As always thank you @Odyssey13 for helping our members!

Let me know how it goes.

[peaceloving]

Thanks for your prompt reply.

We followed the steps mentioned by odyssey13 :

Our phone is a Samsung Galaxy S8 with Android vers. 9. 

*Following the trouble shooting steps pointed to by O13, we have -

>Force stop app and restart

> Toggled Bluetooth off/on

>Ensured battery optimisation is off for the app.  

*Next we tried to firmware update [We are using mobile network for internet which is working fine.]

>Phone and device [Ins.HR] fully charged, chargers left attached. App says sync completes ok. 

>Commence firmware update via phone app. 

>Horizontal line on Ins. HR device, progress bar on phone app  about 5% 

>After about 15 mins, progress bar changes to 0% progress, after another 10 mins approx  app notification "update failed"  app display says "try again"  > >This is the same result as previous attempts. 

We are now going to try again with the fitbit Win 10 program on our PC.  

Further suggestions welcome. 

[peaceloving]

Thanks for your prompt response, we are conversing with Alvaro, who tells us a support ticket has been created.  

[peaceloving]

Hi Alvaro,

thanks for creating a support ticket. Would you let us know the support ticket number?  We haven't  heard anything as yet, but I imagine they are very busy.  Is there any thing we can do in the mean time?  Thanks.