Sense 2 Firmware Update 1.184.52

[LizzyFitbit]

Announcing the release of Fitbit Firmware Update 1.184.52!

This update should now be available to all customers! If you have any difficulty updating, make sure you are following the directions in How do I update my Fitbit device?. If you choose to post about your issue, provide as many specific details as possible in your post so that we can assist you.

*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.

WHAT’S NEW AND FIXED

• Google Pay is rolling out as a new payment option on your device. For more information, see What should I know about using my Fitbit device to make contactless payments?

• Use the built-in speaker and microphone on your device to take calls from your wrist. For more information, see How do I take on-wrist phone calls with my Fitbit smartwatch?

• To turn off the screen when not in use, briefly cover the watch face with your opposite hand. For more information, see How do I navigate my Fitbit device?

• This release includes bug fixes and improvements.

Full release notes can be found here.

HOW DO I UPDATE?

Step by step instructions for updating your Sense 2 can be found here.

If you run into any trouble updating, review these troubleshooting tips. 

We look forward to hearing your thoughts!

[PPerryman]

Did the update when it came out and all was good for a bit but in the last few days the step counter has frozen a few times a day. 
Reset does nothing, just have to wait for it to decide to work again
Also randomly in workout mode it asks if i want to end the workout.
Set the detect walk exercise to 20mins and it still asks after less then 20mins and regardless it tracks any exercise over a constant 10mins of activity and syncs it to your profile when you sync..

Last 2 days it's been freezing constantly

[IrishMichael]

I bought a Sense 2 just a few hours ago and it already doesn’t work. The online support drsk couldn’t fix it either. Really disappointing introduction to a Fitbit product and already I regret choosing a Fitbit.

[Nilex]

What exactly is wrong with it that it "doesn't work"? Like it doesn't power on?

I've been using a Sense 2 for months with no issue.

[asiayeah]

@LizzyFitbit The fitbit support did get back to me. However, it only replied with following standard information as below:

We appreciate the steps tried on your own, and to get the Google Wallet working again, please give a try to the following steps:

1. Restart your Sense 2 to refresh its performance.
2. Reboot your phone.
3. Turn off and on the Bluetooth on your phone.
4. Force quit the Fitbit app
5. Open the Fitbit app and try adding your card one more time. For more details, see this help article

As you could see, nothing is specific to my problem at all. The help article only said it may or may not work. It doesn't know when it may work at all. When it doesn't work, fitbit only asks users to keep re-trying. Fitbit support keeps repeating the same help article again and again. On the fitbit app, there is no specific error code or information.

Please escalate. Happy New Year.

[PTIW]

I've got a sensible update on the problem with Google Wallet on my Sense 2.

To recap: I've got a card which works perfectly well with Google Wallet on my phone. I try to add that to the Fitbit App, and get a message saying that

This card can't be set up for pay contactless

Your bank doesn't support pay contactless with your watch on your card. Contact your bank for more info or add another card.

I don't know why it uses "Pay contactless", rather than "Contactless payment". That's not really the problem, but it is indicative of something being not quite right.

I contacted my bank, and they said that they weren't aware of any blanket problems, and said the problem was with the Fitbit/Google Wallet system simply not trying to validate with them: talk to Fitbit (despite the message telling me to contact my bank).

I contacted Fitbit, and they initially said that the problem was my bank being not supported, and pointed me to the banks supporting Fitbit Pay. I pointed out that this was a Google Wallet problem, and my bank *is* supported.

Fitbit responded to this by advising that I contact Google.

Which is quite rubbish, as a user experience: I've got no problem with Google Wallet (as I said above, it works), and my bank don't believe the problem lies with them. So the problem is with Fitbit.

I have now contacted Google, and they have immediately told me that...

the card has been added successfully added on your Google Pixel device, that means the card is supported.

Our team is working with the Fitbit team to fix this issue.

Until then I would request you to please try using any other cards on Fitbit.

Unfortunately, I don't have any other cards I can try using. "Oh well."

I've suggested that, at the very least, the failure message could be changed to something more accurate (rather than incorrectly passing the buck to my bank). I don't know if that's something they can manage. At least it's more productive than any of the other communications I've been given.

[asiayeah]

@PTIW Thanks for the detail walk through of your problem. 

I contacted fitbit support. They only asked me is to factory reset my fitbit sense 2 and try again. Of course, that didn't help.  

It sounds like no one wants to acknowledge any problem. IMHO, since fitbit is selling this as a big new feature, they should own the problem and communicate. It's rather disappointing at the moment. 

[Wutzler]

@PTIW thanks for your efforts and the status update. Good to here that they are actually looking into that issue. Wonder If they manage to get all Android Google Wallet banks supported on Fitbit Google Wallet finally.

[infinidim]

I have the same issue and have been through the same process. This is terrible support from Fitbit. @LizzyFitbit can we get this sorted or escalated. 

[honglong1976]

I thought this would be the case. Same issue on the Versa 4. I think Sense is having the same issues as the Versa 4 (which I own).

Buggy firmware, so many issues with this update. Hopefully, all fixed in the next update.

[Ixxtabb]

I've spent a few hours with my bank and Fitbit support, as well as finally sent to Google support for the same issue. It seems that there is a validation code/handshake that should be sent from the Sense 2 that the bank isn't seeing and so doesn't send an authorization response, and no one seems to know why.

After some testing with Google phone support, they escalated the issue and said someone would get back to me within 48 hours, so hopefully they'll have some information or solution by Wednesday... I won't hold my breath, but at least they seem to have narrowed down the issue.

[PTIW]

That's the same situation I'd got. My bank (after the Fitbit app told me to talk to them) said that the problem, from their point of view, was that they were expecting a validation code/handshake, and never saw one. So they passed the problem back (via me!) to Fitbit. Fitbit, after they initially pointed me at the Fitbit Pay documentation, sent me to Google. Google (as I said above) seem to have accepted that there is a problem, but haven't communicated further with me, so your promised update would be good to see.

[infinidim]

This the same with me. 

Talked to bank, they said it was a Fitbit issue.

Glad to here that Google is involved. 

@LizzyFitbit when is this going to get fixed. 

[Ixxtabb]

Well, Google support sent me back to the bank with instructions to reset some token, after an hour that call ended with my problem being escalated by my bank technical support and them saying they would coordinate with Google on this issue and get back to me... sigh....

At this point, I'm wondering if anyone using has managed to get Google pay set up on the Sense 2 at all, I'd really love to hear some form of success from someone regarding this. Everyone tells me it should work, but I haven't actually heard of anyone getting it working.

[infinidim]

You can add Lloyds Bank, Starling, and JaJa that are all approved to the list of not working cards / banks.

This is terrible releasing a product that has not been fully tested with the banks that are approved!

@LizzyFitbit when is this going to be fixed? 

[Nilex]

@IxxtabbI'm using Google Wallet on my Sense 2 with no issues now. When it initially rolled out I could only add my Capital One Visa credit card successfully but not my local bank's Mastercard debit card. I opened a ticket with both Fitbit and my bank (who said everything looked fine on their side for adding my debit card) and never found out the final solution but all of a sudden one day I was able to add my debit card successfully as well. I've been using it for transactions since then with no issues.

[Ixxtabb]

I have a Capital One MC that isn't working either, but I figure one problem at a time! Glad it's been working well for you, at least it seems there is some hope!

[MYOHMY]

Hi @Ixxtabb - Here in the UK I have a Mastercard debit card from my bank
(Natwest). When I got Google Wallet on my Sense 2 I added the card (which
was already on my phone in wallet) and it immediately worked.

I should also say I have a visa credit card from another bank which is also
on my phone but that wouldn't add to the Sense 2 - usual error!

Hope this helps.

[Rob108]

Is there any way to make a request to have the "Stress Management" tile replaced with the "Steps" tile in the default "Facet" clock face on the Sense 2 as an option in future firmware updates? I would like to have the "steps" tile visible at a first glance on the Facet Clock Face. 

[Wutzler]

@Nilex where have you opened the ticket with Fitbit to get your problem resolved?

[Nilex]

I started a live chat via this support page...

https://myhelp.fitbit.com/s/support?language=en_US

They ended up creating a ticket and then the conversation switched to email.