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Inspire HR update failed and screen blackout

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‎09-20-2020 08:26 - last edited on ‎09-20-2020 18:29 by Fitbit Moderator

‎09-20-2020 08:26 - last edited on ‎09-20-2020 18:29 by Fitbit Moderator

Tried to update the firmware for my Inspire HR today, and the display just blacked out entirely - black screen, totally unresponsive, wouldn't restart, wouldn't charge, and no vibration when I hooked it onto the charger.
  • Restarting didn't work; the display remained off, and there was no vibration.
  • Don't think it was a battery issue, it was at 87% earlier today.
After about 15 - 20 minutes of panic, it started working - but I still have no idea what the problem was, what the fix was, and I haven't managed to update my firmware.

I did leave it on the charger, but I don't think it was a flat battery -- when it turned on, it was on the charging screen at 89%.  
 
Basically: what's going on, and is anyone else experiencing this? Should I be concerned? And is there a fix beyond leaving it alone and hoping for the best? Thanks!
 
Moderator Edit: Clarified subject
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2 REPLIES 2

‎09-20-2020 18:29

‎09-20-2020 18:29

Hi @latmos, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for all the details that were shared in your post, your effort trying some troubleshooting steps before posting over here is also appreciated. To better assist you and further investigate, can you please let me know if this was the first time you experienced such situation? This issue occurred during the firmware update process or after completing the process and then it failed to be installed? In the meantime I receive your answers, please restart your Inspire HR to refresh its performance and also troubleshoot the app following the next steps:

 

  1. Force quit the Fitbit app.
  2. Uninstall the app from your mobile device.
  3. Make sure that the operating system version of your phone is up to date.
  4. Reboot your mobile device.
  5. Reinstall the Fitbit app.
  6. Login using your account credentials.

 

Looking forward to your reply.

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‎09-20-2020 18:57

In response to RicardoFitbit

‎09-20-2020 18:57

Hello @RicardoFitbit ,

 

Thank you for your reply! This is the first time, and it occured during the firmware update process, not after it was completed. 

I've followed your troubleshooting steps, and have restarted the Inspire HR; is there anything I should be looking out for?

Thank you! 

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