New Fitbit Inspire HR won't update

[MKBurnett]

I've just purchased a new Fitbit Inspire HR as my husband has had pretty good success from his. We've tried syncing it on my phone, which I've just found out is not compatible (Honor 7) although it was able to pick up but it will not let it update. We've tried updating it through my windows 10 laptop and his Samsung S9 that he uses with his, but the update just keeps on failing. We've read the forums on here and we've tried resetting the device a number of times, re-set the device up through the laptop and his S9 and still the update just won't work.

[SElsom]

Having exactly the same problems. Bought for my wife, won’t update on her iPhone 7 or my iPhone 8, very frustrating. Only option is to take it back for a refund?!

[Stretch616]

Exactly the same problem for us as well. Tried the full troubleshooter guide as recommended on the FAQ on Galaxy S8 & S9 phones.

After a short googling of this issue it doesn't follow be either confidence that these issues are resolved quickly. Not a good look for Fitbit and we're close to returning the product and investing the cash elsewhere

[juliestainer]

Same problem for me too. It won’t update on my iPhone 8 and I’ve tried everything.

[milmol7]

Hi 

Check out the other threads - this sounds like a firmware issue it's affecting lots of us. So waiting for any info from Fitbit really.

[Sio0211]

My husband and I are currently having the same issues. As a fitbit user for a number of years, I agree this doesn't bode well for them. We are now co wondering also returning.

[Stretch616]

Seems to be that way, but it always worries me when a company doesn't say anything about an issue, rather than admit there is a problem that requires investigation. I'll keep my fingers crossed for something positive soon!!

[smileymiley3]

Yep I have the same issue.  I bought a new Fitbit Inspire HR today - I have had several Fitbit products (charge, alta HR, aria scales etc)  so I am familiar with products and the app.  I have iphone 8. Software states Inspire HR is version 3001.40.50 and when it tries to update the new tracker it gets to 4% download and fails.  Interestingly when I look at Bluetooth, its connected as Centauri rather than Inspire HR?  Should I wait for a new software version or just send it back?

[milmol7]

This is why Fitbit need to update. I've also tried tweeting them now, see if that gets a response. Is this only been an issue today? I also wondered if the "Centauri" thing was an issue ... I mentioned it during the online live chat troubleshooting I went through, and there was no acknowledgement of that being anything untoward.

[tarab87]

Exact same happening to me

[Jacqs123]

Same here, bought 2 of the flippin things today & neither work!

Am rather peeved & thinking of just taking them back for a refund! 

Being a bit if a geek,  I was rather excited to get them home and working so I could check my sleep tomorrow! Tad disappointed to say the least! 

Will now have to resort to rating my sleep quality by number of heads bitten off & coffee’s consumed in the morning... I pity the poor sales rep already!

[Oldmotherreilly]

Exactly the same for me and it has been driving me it’s for hours! Showing as Centauri as well for Bluetooth. Very, very annoying.

[Dlnorman]

Bought mine today and was super excited to use it. Called and spoke with a rep and they said they’re experiencing a “general issue” with the firmware and it should be fixed within a few hours. 4pm 7/8/19

[milmol7]

Well at least that’s something promising thanks for posting, guess we will all try again tomorrow! 

[lazourous]

I'm having a similar issue. I can't get past the Fitbit.com/setup screen on the Fitbit and the app won't download the update. Also hoping it gets fixed quickly and will return if it doesn't get fixed by tomorrow. Tried resetting, tried deleting and reinstalling the app. Nothing working so far. 

[Connor890]

Lets hope the best

[SElsom]

Let’s all keep fingers crossed... good luck all! Let’s see how we get on tomorrow.....

[Eltz05]

I had the same problem earlier. It seems to be working now!! 🙂

[ayerezgi]

Hey guys, mine was not working as well after i removed it from the package, seems to be working now. I “soft reset”ted it by looking to a short youtube video that show how to reset a fitbit inspire hr. You should try that. After I resetted it, a smiley face appeared and through my iphone 7 and fitbit app, i tapped on “try again” for update. And it is now seems to be working. 

[RicardoFitbit]

Hello guys! It's a pleasure for me to provide assistance with the inconvenience experienced with the firmware update of your Inspire HR devices, my sincere apologies for the delay in responding each of your posts. I'd like to begin giving a warm welcome to the Community Forums to @MKBurnett @SElsom @Stretch616 @juliestainer @Sio0211 @smileymiley3 @tarab87 @Jacqs123 @Oldmotherreilly @Dlnorman @lazourous @Eltz05 and @ayerezgi. It's also nice to see you again participating in the forums @milmol7 and @Connor890, welcome back!

First, I'd like to appreciate each of your effort and patience troubleshooting this situation prior to posting with different mobile devices, I totally understand how frustrating this matter can be. If you haven't already done so, I highly recommend you guys to check our help article: How do I update my Fitbit device? for more information and details about how the firmware update works. Such information also includes all the requirements needed to properly install the firmware update on your Inspire devices. After taking in consideration that help article, please move on to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes. I'm aware that some of you already tried some of the steps that are specified there, however, the actual order is really important. 

@Eltz05 @ayerezgi I'm happy to know that both of your Inspire devices are working as the way we designed them, please do not hesitate to contact me back if you need anything else 

Please keep me posted, I'll be around if further assistance is required.