Sense 2 is unusable after the latest firmware update v210.26

[SunsetRunner]

Hi Wonderful Fitbit Community, 

I have my Sense 2 since Jan 2024, and I love it for all its health-related features. It has become unusable since I applied the latest firmware update (v210.26) few days ago. 

My Sense 2 would randomly vibrate and start "GPS Running" and "Outdoor Biking" in the middle of night even though (a) I have turned on the "Sleep Mode" and (b) I turned off all auto-detect workouts recognition. The auto-detect workouts would be incorrectly and randomly turned on during daytime as well. 

I do not have YouTube Music Premium on my mobile. The latest firmware update would cause my Sense 2 randomly started the YouTube Music on my device even though I am just quietly sitting and working at my desk. 

I have reached out to Google Customer Care Team, and reported the issues. They recommend me to do a factory reset, then observe and monitor. The agent told me that a factory reset *might* resolve the issues I have been experiencing. I am asking if there are options other than doing a factory reset on my device, and the answer given is "no". 

Any advice? Much appreciated. 

[Griffinho]

Hi!

I have the exact same issue since updating the firmware. Exercises randomly start at random times. Buttons seems to press on their own. Trying to enter my PIN to make a payment is impossible as buttons just ping on themselves! 

Keen to get this resolved but looks like it’ll need a patch? 

[thestral09]

Notifications have been completely unusable since the firmware update - cannot see who the text is from or who is calling. It's absolutely atrocious. 

[Pavan.kp]

Mine too. 

[MarkSG]

I wish I'd read this thread before I allowed it to update. It's just completely bonkers, randomly starting exercises even when I'm slobbing out watching TV. 

[Jayne.ME]

I'm on my second replacement, Google were quick to replace, no hassle. So
something at least.

I won't do the 210.26 upgrade.

[Funnyfrog]

I bought my Sense 2 on 7/18, did the new update and now it turns off and on by itself. I've un-installed the app and factory reset the watch twice, it still does it.  I can't even use my watch now.  I'm so aggravated. I loved my Versa 2 but upgraded to the Sense 2 for the ECG feature, I have a heart condition. 

[MortenHansen]

Mine does exactly the same ...i am losing my mind 

How do i fix this?!?!?!??

[Jesfw]

Mine to. 

Since the update the features are scrambled & despite turning off all auto detect options it's still randomly setting alarms, exercising, changing dnd, sleep etc at random times and will not sync to phone. The battery is also draining a lot faster.

[felixharmon55]

Trying to sync my fitbit

[Jesfw]

Update. 

I called the help desk, who eventually asked me to uninstall then reinstall the app (yet again).

This did appear to work... until about 15 minutes after getting off the call.... then it's been chaos again. Random exercises, sleep mode enabled (that I had never set up), dnd on & off, and still no notifications, calls, ecg availability etc. Through all of this somehow it hasn't relayed anything to the phone app (sync) so it appears I've been dead for about 6 hours now...

Oh and after asking repeatedly when a patch was coming out. There is none planned. Apparently it's just a coincidence that it's only my sense2  that's gone haywire after the update.

I'll call them again in the morning but this is getting beyond a joke. I got it in June, a replacement in July & have had to call helpdesk twice since then.

[Zze]

---

@Jesfw wrote:

Oh and after asking repeatedly when a patch was coming out. There is none planned. Apparently it's just a coincidence that it's only my sense2  that's gone haywire after the update.

---

What absolute nonsense they are peddling. In this forum alone there are dozens of people with issues.

[SunsetRunner]

Hi Wonderful Fitbit Community (& Google Team),

It is always good and fun to see those new features. But, deploying new
features that destabilizing the system (with a firmware updates) seems
unreasonable. A few basic test suits would be good enough to see if the
latest update would break any current features. It doesn't look like the
latest firmware is thoroughly tested. It is very disappointing.

[Jayne.ME]

The firmware update is on the watch device not the app. And cannot be
regressed.

Call them back and insist on a replacement delivery, they are fairly
quick.circa 7 days from posting the old one to getting the new one.

Then do not update the new watch.

[Jesfw]

Called again this morning got cut off & now can't request a callback.

[Griffinho]

The support is a joke really. Turning it on and off, deleting and re-installing the app, replacing the watch is all nonsense. It is a firmware issue related directly to the last patch and it won’t be resolved until a new patch is released.

I suspect that Fitbit has become a liability now that it has been bought by Google and will soon be phased out.

[Jesfw]

2 hrs later it's stopped again. Trying again to get a call. As there's already a case open its proving difficult. The last person i spoke to was adamant it was nothing to do with the update....

About to try again wish me luck 🙄

[Altercation]

Problems here, too. Since the update, the battery's been quicker to drain, the "active minutes" are near impossible to earn (despite doing all the same stuff as before,) and it will NOT track a full night's sleep. I'd get like 4-6 AM tracked, and it would say I only slept for like an hour... despite going to bed at 10 or 11. In the last few days, it's been counting HUNDREDS of flights of stairs per day, even on days when I'm just sitting at home doing nothing. I've done all the recommended things to prevent the excess stairs being tracked (wore band more tightly, kept it away from aircon, kept it free of moisture, etc.) and nothing changed. Now, it won't sync to the app at all. I've tried all the recommended fixes-- restart watch, restart app, restart bluetooth on phone, etc. I got a little bit of weirdness-- random apps opening, etc. but not to the degree others in this thread are reporting.

Ridiculous for a device that is 9 months old (that I already had to replace the band for because it broke) that I can't rely on, and now don't trust the accuracy of its data. It's too bad Fitbit is the only fitness tracker on the market with a half-decent battery life. I don't want to have to charge another thing every night.

[Jesfw]

Update 2.0

Despite trying to request a call back, chat or email, and responding to the email they sent me yesterday when I first got on the phone to them (as it says to do). I can't get through. Just says try again later.

When I posted the problem on google play the response advised to trouble shoot (which I had put in the review) and supplied a link that goes to a 404 page!

I'm starting to get to the end of my rope. Who can I put an official complaint to in the UK?

[Zze]

---

@Jesfw wrote:

I'm starting to get to the end of my rope. Who can I put an official complaint to in the UK?

---

Who did you buy it from, and was it with a Credit Card?  You may have some protection from your CC provider if so.

Otherwise:

https://www.gov.uk/consumer-protection-rights

England and Wales

Contact Citizens Advice.

Citizens Advice
Telephone: (removed as the forum software won't permit me to post)
Welsh language:(removed as the forum software won't permit me to post)
Monday to Friday, 9am to 5pm

Scotland

Contact Advice Direct Scotland.

Advice Direct Scotland
Telephone:(removed as the forum software won't permit me to post)
Monday to Friday, 9am to 5pm

Northern Ireland

Contact Consumerline.

Consumerline
Telephone:(removed as the forum software won't permit me to post)
Monday to Thursday, 9am to 5pm
Friday, 9am to 4pm

[Jesfw]

How did you go?

I've finally received my replacement & first thing it's asked for a firmware update. I literally can not use it until I do this.

Is there a patch or work around?