Announcing Sense Update OS 5.3 (44.128.6.12)

[FitbitCommunity]

This update should now be available to all customers! If you have any difficulty updating, make sure you are following the directions in this article, and then provide as many specific details as possible in your post so that we can assist.

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Update 11/7

We are continuing to roll out this firmware for the Fitbit Sense, and expect more users will see it as available. This is a progressive rollout, and all customers can expect to have it within a few weeks. We roll out releases in phases as a cautionary measure so that we can monitor performance closely and make adjustments if needed. If you don't see the option to update, don't worry - you'll have it soon!

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Update 10/27

We’re excited to announce that a firmware update for Sense will be available soon!  Some of you may already have this update available - if you installed it, let us know what you think!

If you don’t see the update yet, that’s expected. Check the Fitbit app in a few days, and you’ll see a message when you can install the update. We expect everyone to receive the update in the coming weeks. We appreciate your patience while we get this update to all of our customers. 

Did you know that we gradually release our updates? We do this to make sure everything is working just right for you. Sometimes we find an issue and it might take a little longer than expected for everyone to get the update. While you might see suggestions on how to “force” an update, we ask that you don’t try any of these workarounds. Most of the time the update won’t be available and you can lose data or encounter other difficulties. The best way to get the update is to be patient and wait for the update banner to appear in the Fitbit app.  

WHAT’S NEW AND FIXED

You can find release notes here.

HOW DO I UPDATE?

You can find step-by-step instructions for updating your Sense here. 

We recommend updating your Sense over a home Wi-Fi network as this can greatly reduce the time it can take to get set up. For more information on connecting your Sense to Wi-Fi, check out this article. 

If you run into difficulty updating please review these troubleshooting tips. 

We’re interested in hearing your feedback on this update! Let us know what you like! If you encounter unexpected behavior during or after your update, please post the details below.

[Renewed_mind]

It's now been two weeks, and I still don't have this firmware update showing as available.

Have you paused the rollout or something?

[Guy_]

Hi, has anyone tried turning off the status indicators [which was added in the latest version] in the watch Settings, Display, and then a Shutdown from the watch menu, wait 10 seconds and place it on the charger to restart it and fully charge it to see if it helps with the sudden battery drain issue?

[SunsetRunner]

Hi @Guy_ ,

I have the new status indicators always off (some or all of them are on the watch shortcuts screen, when you swipe the main screen to the right, anyway) and didn't notice any battery drain so far, including after the last OS update.I usually have the phone's bluetooth and location turned on most of the daytime. Don't know if this helps.

[LizzyFitbit]

Hi everyone and thanks for your participation in the Community Forums.

@cipri_matasaru Thanks for taking the time to troubleshoot your Sense, and for trying the great suggestions share by @SunsetRunner. I went ahead to review your details and I noticed that you already have a case created with our Support team. I'm sure they'll continue working on this matter to bring you back on track, please keep an open communication with them.

Thanks for your efforts, @RobertBN. While your Sense should count the floors regardless of the connection, the set up process may help to restore its default settings and see if it starts tracking this stat correctly. Please give it one last try to the steps suggested in my post and if the issue persists, don't hesitate to let me know so I can forward this to our team for further investigation.

@Renewed_mind As mentioned at the top of this thread, the firmware update will progressively roll out to all our users. In the meantime, let me recommend having the Fitbit app updated and sync regularly so your watch can receive it soon. The Fitbit app will also let you know when it's available to download.

[suao53]

Hello, community administrator. I am new to FITBIT SENSE. The user's screen wake-up is adjusted to be automatically worn for a week. I noticed that the watch itself wakes up slowly and wakes up. Turning over the watch still does not wake up. I have rebooted and reset. The problem still exists. Hope it can In the next update, this problem will be completely solved. Many users have reported this problem, but I have not seen you improve it. Thank you.

[SianBG]

Hi if you get a fix for this please let me know as I have exactly the same issue.

l’ve tried multiple restarts and repairing my watch to my phone as advised by tech support.

Thanks

[Irish57]

Just an update out of extreme frustration. I truly believe the HR is far worse since the app and Sense update! 
In today's workout on the Elliptical  my heart rate per the Sense never went above 98 whereas the Elliptical averaged midway between 134-142. This equates to per the Sense zero Zone minutes and approximately half the calorie burn. Transition to a jog for 25 minutes with average heart rate per Sense seemingly more accurate between 121-146 as time went on. 
I am baffled and so frustrated that I cannot rely on the Sense. I constantly come across ads rating this device in the top 3 for fitness. Apparently they have a different watch. 
Anyway…had to vent. I try hard at 64 to stay fit and my data is not a true indicator thanks to my Sense.

[SunsetRunner]

Hello,
after the update, the heart rate monitoring is very inaccurate, fluctuating in a large, unnatural range, at one moment 150 BPM (at that moment it was a real heart rate), 5 seconds later the watch shows 90.75 BPM. Of course, I tried different tightened straps and position on the hands, but it was nothing valid. 

[Irish57]

Not in present budget but after the holidays perhaps!

[Tgisele]

@Irish57, I feel the same way. I took a circuit class today and was going all out, at the end of the 50 minute workout, I had a whole 15 zone minutes; 3 minutes in cardio and 9 in Fat Burn. I know I was in my peak for most of the class. It is very frustrating. I pay for the premium and they have a new feature called readiness, it gives you a score on how hard you should work that day, based on sleep, activity and heart rate, sleep is the only accurate category. Today, I was supposed to get 130 minutes of zone minutes, rather difficult to do when the heart rate is inaccurate. Like you, at 64 I work hard to stay fit and used to depend on my Ionic, which was always in the ball park, since moving up 😉 to the Sense, I can't depend on it. I was hopeful with the new update that maybe something would change, but I am beginning to think, Fitbit has moved on and we are just out the $$$. 

[Irish57]

I agree on all counts!! I hate to spend money on a new device but I guess
I’ll budget for that! Fitbit out to refund a portion!

[LizzyFitbit]

Hello everyone.

@Irish57, @SunsetRunner and @Tgisele Thanks for your continued feedback about your Sense not recording your heart rate correctly. I understand how important this data is for you and I'm sorry that you're having this experience. Our team continues working on this situation to identify a solution, and please know your feedback will be passed along to them.

@suao53 I appreciate your for the steps tried on your own. Just to clarify, do you mean that your Sense won't turn on when moving your arm even though the Screen Wake setting is set to Auto? If that's correct, did you make sure to turn off the Sleep Mode? Please note that having this setting enabled will prevent your watch from turning on or receiving notifications. To check this, just swipe right from the clock face on your watch to access the quick settings, and tap the moon icon to turn it off.

@SianBG Thanks for joining this thread, as well as troubleshooting your Sense on your own. Just to confirm, do you mean that the Screen Wake settings isn't working for you? If not, please provide me with more details of the issues experienced with your watch. That way I can investigate on my end, and help you out.

[suao53]

Hello, administrator. thank you for your reply. I have been using FITBIT SENSE for two weeks. I feel that the wake-up sensitivity is too slow. This issue has also been discussed in the community. I did not turn on sleep mode. I woke up in the morning and turned my wrist a few times. The watch seems to enter a deep sleep state, unless I press the power button, the screen will light up and wake up. This part will be released after troublesome software engineers detect and update the sensitivity of wrist rotation wakeup.

[SunsetRunner]

No, this is an elliptical exercise machine for 1 hour, when it is during this exercise that the heart rate monitor shows significant, unrealistic deviations.

[SianBG]

@LizzyFitbit 

Thanks for replying my problem is the same as @RobertBN  my sense has stopped counting floors properly since the update 

My daily 5k run which includes hills no longer gives me the ~15 floors it did before the update and neither does climbing the stairs in my house 

I chatted to support who advised me to pair my watch with my app which I’ve done every day since the update but no change

Will a factory reset work?

[LizzyFitbit]

Hi there, @suao53, @SunsetRunner and @SianBG.

@suao53 Thanks for clarifying the issue experienced with your Sense, and the steps tried on your own. I understand your point of view and if the restart process hasn't been of help, my best suggestion is to get in touch with our Support team so they can see what can be done to bring you back on track. They're available via chat or phone, just click here to get connected with them.

@SunsetRunner Thanks for the clarification. As mentioned before, our team is aware of the Sense not recording heart rate readings accurately during exercise or daily activities. Because you mentioned to have this issue just when doing Elliptical, if you haven't done so, restart your watch to refresh its performance, move your the band 2-3 finger widths above your wrist bone and tracking your workout one more time. You can also review this help article which describes the factors that affect the heart rate.

@SianBG You're welcome. Thanks to you for the details provided, and for your efforts while working on this matter. I'm sorry your Sense isn't tracking your floors and because the set up process didn't work, please try getting in touch with our Support team one more time. I'm sure they'll be happy to continue helping you, click here to find their contact details.

[SunsetRunner]

Good day,
the problem is that the watch didn't do it before the update. I understand that watches cannot measure with absolute accuracy, but I am concerned about the measurement failures I have written about. Of course, I tried different positions of the watch above the wrist, as well as different tightening of the strap, so far without success. It is interesting that during normal walking he measures quite accurately. So I'll try the factory settings. I have also recently noticed that although I do not have the function of automatically switching on the display when raising my hand, the display sometimes lights up on its own.
See you around.

[LizzyFitbit]

Hi there, @SunsetRunner.

Thanks for getting back and sharing more details about this situation. I understand that this issue started after the firmware update and I'm sorry for this inconvenience. Because the suggestions shared above didn't help, my best advice is to contact our Support team so they can see what can be done to help you out. Please click here to get connected with them, and make sure to let them know what steps you've tried so far.

In regards to your other question, please know the screen can turn on by pressing the button or tapping on the screen. If the screen keeps turning by itself even when you're resting, I'd recommend adjusting the Screen Wake to Auto, restarting your watch and adjusting the settings back to Manual. Let me know how it goes.

[inkdigger]

The new firmware has really messed up my tracker. My biggest problem is that BOTH "Do Not Disturb" and "Sleep Mode" are locked on....I cant make any display changes with these locked on, and neither will turn off.

[LizzyFitbit]

Welcome to the forums, @inkdigger.

Thanks for bringing this to our attention and I'm sorry you're having this issue. I went ahead to review your details and it seems you already have a case created with our Support team. Please keep an open communication with them, I'm sure they'll continue helping you with this matter and bring you back on track.