No option to update my device on the last 9 months

[alejo2k]

Hi all,

Thank you so much in advance for your help.

I have an inspire HR and I started to had some issues with it. First I thought I would update it to discard software problems before sending it to get it fixed.

My current firmware is 1.63.5 which was released about 9 months ago. Since then, my fitbit has not been updated and I don't received any notification to update it. I cannot see the update tracker (pink button) either and updates cannot be forced.

I have googled and used the community to figure out how to update it as too many people have the same issues (although with versa device mostly).

So I gave up on my research and come to you looking for help because not even customer service was able to help. They said I don't need to update my tracker for it to work well but then I don't understand why the new firmware releases fixing bugs.

Anyway, I have an iphone 6s plus, but I also tried to update it through windows app. See below what troubleshooting I have done so far:

- Reset device

- Update my iPhone to its up to date ios and also fitbit app

- Keep app running for hours without the phone getting locked so I don't lose wifi connection

- All needed options are on, such as background refresh and all day sync, etc

- I have paired and unpaired the device (Also forget device). Mixing some actions such as reset device after unpairing it.

- Uninstalled and installed back the app

I really hope you guys can help me because it doesnt make sense the information I received from fitbit support like update is available when it is, but for the last 9 months I didnt get any.

Thanks

[LZeeW]

Hello @alejo2k and welcome to the Help forums.  Fitbit released a firmware update several days ago.  When Fitbit does this, the update is rolled out progressively to users around the world.  An update should be showing up soon.  You can't speed up the process.  Sorry.

For future information, updates get released when needed and not on a specific time schedule.

[Nordling]

Huh, what does this mean, "the update is rolled out progressively to users around the world"? That doesn't make any sense. An update is an update, a fitbit isn't like a locked phone that gets updates whenever the carrier decides to push updates. My devices hasn't updated in a while given that I am still on 1.63.5, so I never got updated to 1.84.5.

[Nordling]

I have the charge 3 btw, here is a list of it's updates, https://help.fitbit.com/articles/en_US/Help_article/1372.htm

[LZeeW]

@Nordling   There are millions of Fitbits is use.  When Fitbit releases a firmware update, it doesn't go to all users of that device at once.  It is rolled out progressively.  

I don't have an explanation as to why you didn't receive your firmware updates.  You can try the following.  Sync your Charge 3, remove it from your account, then add it back.  That might trigger your firmware updates.  I can tell you from experience that this could take 24-48 hours.  If you still don't get an update, you should contact Support. 

[alejo2k]

@LZeeW Thanks for your reply.

I do understand about firmware being rolled out progressively, so fitbit servers are not overloaded with update requests etc...

However as you can see, there are more people out there having the same issue like @Nordling 

Our problem is not we are not getting our devices updated to the latest firmware released a couple of weeks ago. Our problem is we still have a firmware that is 9 months old. From 9 months ago until now, there has been multiple new firmware releases and we haven't got any of them.

I have tried removing the device from my account and adding it again, it has been a week and it doesnt work.

 Support is useless! I was talking with them using the live chat and I was told firmwares updates are not needed for my fitbit to work as expected which is bull**ahem** because firmwares are there to fix bugs and otherwise they wouldn't be releasing them.

Anyway, I bought fitbit because it is a big company on the field but I am quite disappointed with all this...

And thats why I am asking for help in the forum, to see if anybody has got any workaround that could work.

Thanks