SpO2 broken by firmware update!

[barky81]

This is insane! Latest firmware update somehow has broken Spo2 completely. 

I actually have an immediate need for this. Currently forced to continually use a pulse oximeter on my fingertip while my expensive Fitbit does nothing.

Why is nothing being communicated? Why is nothing being restored?

Fitbit needs to replace these devices ASAP if they're not going to correct the problem.

Moderator edit - formatting. 

Moderator edit - Formatting (Subject) 

[MarioSFitbit · Accepted solution]

Hi @barky81  ! Nice to see you around the forums.
Thank you for bringing this to my attention. I wanted to let you know that it has been escalated to our team, and they are working to implement a fix as quickly as possible.

I appreciate your feedback and apologize for any inconvenience this may cause.

Not only that, but I totally understand your feelings about this issue.
Furthermore, I'll update this thread as soon as I have more information.

[janiecemeek]

I have the same problem. Spo2 was working until yesterday. Message says Spo2 "app install needed." but the spo2  tracker app message says "not available." I installed the update this morning, and this happened one day before..  

[Ferrierfive]

Similar for me.  Updated a few days ago and while it still works it definitely is not tracking my steps correctly.  Stays frozen on steps for a while and eventually starts to track again

[barky81]

It's been 2 more weeks since your reply and still not one word of explanation or any action to correct.

What is going on? You need to replace these devices with ones that actually work! We've paid for the devices and for premium services but we are not receiving either!

Moderator edit - formatting. 

[Ferrierfive]

I did a chat for support again today since it’s been since April without any improvement.  Doesn’t seem like they are trying to repair this issue.  I have been a faithful Fitbit user for years but may look at alternatives if they aren’t supporting the products to work properly after customers trying to be patient. 

[Gronan]

Very frustrating issue, I have a similar problem, I can get back to factory settings and have reinstalled the app. It eventually restarts but only for a couple of hours and then I have to do it all again. I'm going to see if I can make a warranty claim.

[SteveThatcher]

I have a Versa 4 which is no longer working due to an update from Fitbit. I have been hours into trying to resolve this. It is only a year a few months old, so it is past warranty. Their upgrade breaks my versa 4 and they over me a 35% off to get a new one. I am not the only Versa 4 user that has this problem. I checked here wondering how other models were fairing. Looks like at least two models should be in the never update category...

[MarioSFitbit]

Hi everyone and warm welcome to the new members. 

Thank you for your further reports and updates. 

I've informed our team about your messages and shared the related information.
They will continue working on a solution. 

I'll update the thread as soon as we receive further info. 

[HatchH]

I bought a new Sense 2 last week for three main reasons... Oxygen readings, heart monitoring,, and sleep detection. The SPo2 worked for the first 24 hours I used the watch, but on day 2 it said there was an update so I installed it and then the SPo2 monitor stopped working. Even though the features gallery says the SPo2 app is installed, my Fitbit SPo2 data says the app isn't installed but also says it's not even available for my phone. I'm in the US so it's supposed to be available. It seems the recent update must be what caused the issue.

[SteveThatcher]

At least you can get a warranty replacement. I was a few months past a year, so their only resolution was to give me a 35% coupon to buy a new one. Considering it was their update issue I am not impressed with their quality control or their ethics.

[Gronan]

I have made a warranty claim (23 months old!). I'll let you know how it goes.

[Ferrierfive]

Same here.  Offered me a 35% discount on a device that is less than 2 years old that worked fine before the update.  I could get better pricing at a store but after being a Fitbit fan for years I’m second guessing with lack of support of trying to fix this for the multiple people having similar issues, it’s been at least since April. 

[Gronan]

Very impressed by the warranty process, made a claim on Sunday and have a replacement device on Wednesday. I'm updating it now so we'll see if that fixes the issue.

[Gronan]

After warranty replacement, it Works! Guess it was a hardware issue rather than an App software revision one. Anyway, I'm back in FitBit world.

[MarioSFitbit]

Hi everyone! 
I appreciate all your messages and feedback about this situation regarding the SpO2 feature. 

Please always verify that your Fitbit app is up-to-date: How do I update the Fitbit app?

I'll update the thread as soon as we receive further info. 

@Gronan Thank you for your confirmation! 

[HatchH]

Thanks for the reply and looking into this. I do have the latest update installed, 4.43.1. The SpO2 quit working on the day I installed that update. I will watch for any new info on this post or any new updates to install.

[SteveThatcher]

you do realize that the problems lots of people are having is because of the update. I am very reluctant to do any updates anymore because the last update I got ruined a 15 month old Versa 4 that was working perfectly the day before. I still can't fix it and it certainly can not be blamed on the watch failing.

[HatchH]

Good to know! 

[HatchH]

I just got my SPo2 to work. I had tried this the other day and it didn't fix it, but today I tried again and so far it's working! I installed an SPo2 watch face from the Gallery and then selected for my watch, then I uninstalled the SPo2 app from the Gallery and reinstalled it and so far SPo2 is working. Maybe I did the steps in the wrong order before. Hope this is helpful. Fingers crossed it stays on 🙂