Fitbit Sense firmware update for battery

[HockeyMom28]

I received an email today telling me that is was urgent that I update my Fitbit Sense due to possible battery overheating.  I cannot get this update to install, so I am stuck with a clockface telling me I have to update.  When I try to update, the progress meter never moves and I get a big red X.  

I have factory reset my Fitbit.  Cleared all data on my Fitbit app.  Readded the Sense to my Fitbit.  Rebooted my phone and the Fitbit.  Nothing seems to work. 

Current firmware version is 44.128.6.17

Moderator edit: merged reply

[HockeyMom28]

The battery percentage normalized after a couple of days.

[ufangel79]

The update seemed to work fine. But my battery is staying at 99% and I know that's not correct. I haven't charged my watch since yesterday morning. I saw that someone else is having the same issue. What can we do about this?

[swmp9jrm]

It took a few days for my battery status to show correctly.  I wouldn't be concerned for at least several days, as it seems to autocorrect itself over time.

[ufangel79]

Thank you!

[MiLadyFair]

Hi JuanFitbit,

I appreciate your chiming in. I really do, but the information is a lot to go through. And while it sounds like this is very urgent for some people as their fitbit could overheat, it also says that getting a response can up to a week. What do you suggest we do in the meantime? Wear the fitbit? Not wear the fitbit? Please advise.

[swmp9jrm]

I tried several times to get the firmware update to install, but in the end I had to get onto CHAT with FitBit customer service to get the update completed. It was not difficult, but time consuming because the initial steps CHAT provided did not work.  Eventually I was able to get the update installed, and then it took a few days for the battery status to correct itself. I cannot recommend whether you should wear your FitBit or not, but I did wear mine until I was able to get the update done.  Make sure you're SENSE is fully charged before you attempt the update, and keep it on charge while the update occurs.

[pastimz]

Did the update notice disappear so that your clock face was available? It's saying my latest firmware is 44.128.6.17 but the notification to update is still on my Sense. It appears to be communicating with my phone for steps and it can "find my phone" for me fine. So why is that notification stuck ther despite the correct firmware version. Did it update or what???

[ufangel79]

My firmware says 44.128.6.21 so mine updated correctly. It's just the battery stuck at 99%. I'll leave it for a day or two as others said it would correct itself.

[pastimz]

Well, I did manage to get a clock face back but I think that the msg to upgrade on my Sense may be there in the background. We'll see if that disappears.....Thanks.

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[JuanFitbit]

Hi everybody! Thank you for your messages and comments. 

I appreciate the confirmation, that after the update the battery indicator regulates itself. I'll let our team know about the symptoms, so that they are aware. 

@pastimz , you can sync the Sense with the Fitbit App. Then go to the devices icon and tap on the Sense. You'll see there the firmware version installed. 
If you didn't update the device when the banner was shown, some days afterwards  the Versa 3 will reset to the factory settings and you'll have to set up the device again with your account. During the setup process the Firmware update will be installed. 

@MiLadyFair  , Thank you for your question. While the risk of overheating is low, you may choose to not use your Impacted Device until the firmware update is available for you.  After you complete the update, you can continue to use your device as normal. Please update your firmware immediately

[pastimz]

I'm showing the firmware version I have is 44.128.6.17. My Sense seems to be synced with my phone and communicating for steps, battery life, "find my phone", etc. When I go to the email I got and try to update using the link by going to "today" then the device, there is no pink update button. And yet the notification to update is still displayed on my Sense.

How do I get rid of this? Is my Sense updated or not?? Thanks, Charlotte

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[ingenius1]

When the update was successful, the notice to update disappeared.

[ingenius1]

What is happening here (they won't tell you) is that one thing happening with the update is your watch is being reprogrammed to stop charging at 84% or 80% or something similar. Then it is being told to report that 84% (or whatever) as "fully charged" or 100%. As long as your watch is at or above that 84%, it will read 100% until the charge drops below that value. Then your watch will read the remaining charge as some percentage of that 84%.
Again, google won't tell you this, and they will lie about it if you corner them, but that IS what they are doing. It is like what samsung does to their phones to prevent a "Note 8" disaster.

---

Your device will say 100% (or 99%) until the charge drops to the NEW "fully charged" level. Depending on what apps you have enabled, this could take a couple of days.

[Glorf]

I was forced to update my Sense to the new firmware, which also decided not to work.  Kept getting a red X after about 10 seconds of starting the update.  I ended up having to remove the watch from my account and add it again.  I found out about the reimbursement for this battery issue and after submitting the form the reply I got said I didn't have an affected device.  They sure did make it seem like my watch was affected by sending me an email about it and forcing me to update the firmware or else.

[ingenius1]

if you can see the clock face, the update was successful and the message is gone.

[pastimz]

It seems to keep coming back. The update screen seems to maybe think it is one of the clock faces apparently.....It's in that "list" of clock faces location. I can scroll down and get my regular clock face but in a short time it reverts back to the update "clock face". Weird!!
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[ingenius1]

My firmware version is 44.128.6.21
If your device shows THIS firmware version, it has been updated. if it shows ANY OTHER VERSION, it is NOT the current version and needs to be updated.

[Scott337]

I'm not sure that is 100% accurate. I am still on version 128.6.17 and I received an email that my watch is not affected by the battery issue and no update is needed. 

[MarkMM]

@Scott337 You are correct. Only those determined to have the battery issue need and receive the update. I was told I don't need it as well. 

[BobD50]

Hi all,

Typical support from Google about Fitbit.

Mine a Sense was working perfectly yesterday, charged from 5% to 100%, left on charger for 8 hours, forgot about it.

There was absolutely no extra Heat produced at anytime. Watch worked perfectly until this morning. Now this annoying message that cannot be removed.

Battery level was 95% after 8 hours, left it for 2 hours, Battery Level Dropped another 2%, so I recharged it for about 45mins. Full at 100% now. No additional heat as before.

Then tried to Follow update instructions. Tried several times over 4 hours. Checked Setup, and other functions All working, apart from sync with Display on APP and watch shows same Battery Status, very slowly decreasing, totally normal.

Sync shows "just now". Meaning 0 mins from Last Sync. then 6 mins, to 59 mins, 1 hr.

 Sync again completed several times, with "Just Now" to return a few seconds back to 1 hr. Repeat this same result. SO this Sync display is incorrect.  Left it Time counting down. Sync after 4 hours, Displays back to "just now" again, then some obvious time as Error to actual.

Tried to Install Update again, failed.

Got try again or Use Bluetooth either network. Then in Settings, found WIFI not Setup. Tried WIFI setup several times, failed, timeouts, 

So Watch & Android phone not really communicating.

So what is Google doing about this issue. Not tested before Forcing update. Probably not required on all Sense devices, But easy for Google to use "one size fits all" approach to fix their issues.

Then have the gall to offer US$50. As compensation. 

Should be "Full refund for all", for their Support being incompetence to Properly Research, & FIX an unknown issue they cannot or will not FIX.

I await some response from some Moderator, whom will pass on these comments to Support, whom will ignore.

Suggest Google investigate this issue to prevent owners of these Devices, having grief, to be forced to update, then tell us, afer update battery will discharge quickly.

Sorry that is not appropriate fix.

Please Support your loyal customers, for once, it's not all about control and profit, it's called Customer service, which seems to have disappeared these days.

Cheers Bob

Moderator Edit: Formatting.