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

[Reubydoo]

First day after the update my watch barely lasted 23 hours. I let it run dead, charged it up again to 100% without wearing it, then did a force shut down from settings. Safe to say I'm on day 3 and still 25% left. Maybe I'm lucky, but I feel your pain!

[Mabli11]

Been in contact with customer services they told me it was my fault for doing the update and I will have to go and buy a new watch because it’s out of warranty. They said they are not aware of any issues with the watches lying.
Sent from my iPhone

[Killroy-TM]

Reading this thread and the many problems or unexplainable results that are reported in regard to the update, makes it sound like this was a hurried update which slowly approaches the level of damage control. I have updated and had the EXACT same experience. After updating to version 44.128.6.21 the clock face changed, battery level on both the watch and app showed 99% when I knew it was prior to the update at 83%.

After the update finished, I went back to my preferred clock face, shut down the clock and the Samsung phone. Restarted the phone and when the restart was complete, started the watch. It synchronized. Then I had to wait 3 DAYS before the battery indicator was reflecting the proper battery level.

My take the update was critical for Google because I reasoned, the urging for the update and the notification if you don't update, the clock will be factory reset, that I have never experienced before and I am a Fitbit user for over 10 years.

Finally I was approved for the $50 appeasement, but once I went through the process of filling out the details on the Payoneer website, I said no way that I put Soc Security, number and Bank details on that website which I never had heard of. Keep your $50 because my next wearable will not be a Google product.

[MrsGinIL]

Submitted content: Same here. Waiting for response (that I was supposed to receive in 24 to 48 hours) regarding my phone call explaining $50 through some unheard of site
to compensate for watch that will cost minimum of $160 to replace totally
unacceptable. Update rendered my Sense completely unusable. Cannot reset
and stuck on Fitbit logo. Completely bricked and had been working just
fine prior to attempting update.
If I do not hear something reasonable today I will be replacing with
something that is ABSOLUTELY NOT FITBIT/GOOGLE.

[BSigm]

This new firmware update is an utter car crash! This is how it has worked for me

1. I was bombarded with notifications about having to update my Fitbit because of risk of battery overheating

2. The way of updating the Fitbit as suggested didn't work despite multiple attempts so I had to factory reset the device

3. The battery lifetime is significantly worse than it was before

4. I'm still receiving messages that I need to update the firmware despite having the correct one (44.128.6.21)

I'm very fed up of my Fitbit device at the moment!

Any chance this can be fixed?

[MrsGinIL]

Guess you're supposed to be happy that your Fitbit works at all...mine does not.  Have been using Fitbit since 2009, close to half that time even wearing to bed.

Mine has been bricked since Monday.  I received offer of $50 through company I have never heard of.  I contacted customer service saying that was unacceptable and they gave me yet another case number to have matter "expedited" to supposedly look into matter  Said they would get back to me in 24 to 48 hours. 

When I had no response yesterday, contacted customer service again.  Agent had no answers for me other than they are working on my case.  He said it was taking longer because there were many cases of people having problems with update.  Really?  And Google hasn't found way to make this good?

If I am going to have to purchase a whole new watch at full price it sure isn't going to be anything from Fitbit/Google.

Sad thing is, they really just don't care.

[Mabli11]

I’m just waiting for mine to pack in hasn’t been charged for five days still showing 70% don’t know how it’s still going. Talked to customer services very ignorant and didn’t want to know told me to go and buy a new one. Think they done something with the update to stop the watches from working so we will go and new ones
Sent from my iPhone

[Killroy-TM]

My Sense finally settled into the normal routine and I have noticed the following:

Everything seems to be back to normal after the successful update. My battery level was at 32% after 4 days round the clock wearing the Sense. This is better than the battery life I had before the update.

HOWEVER, this I believe is not because of the battery management update, but I believe they turned of the SpO2 detection. I used to have for the Health Metrics a circle which had 5 portions. When there was no SpO2 detection it still showed the 5 circle portions but when clicking on the Health Metrics it showed no data for the Oxygen Saturation. This was the way it worked until January 3rd 2025. After that the Health Metric circle now only shows 4 circle portions and after clicking on the Health Metrics it now always says no data for Oxygen Saturation.

I know that Google turned SpO2 off in older Fitbit models only to turn it back on at the start of the pandemic and then turned it back off. Google can't be trusted to have the customers best interest in mind.

[MrKeith70]

I to have the Fitbit logo. Stays on till battery drained. Tried everything. I heard the $50 pmt requires you to give your checking account number and SSN.  I’m not comfortable with doing that on a site that handles “employee pay “ that I’m not familiar with. No response from costumer service. Been using Fitbit for 16 yrs too. 

[Daculaman]

This past week I received a notice to immediately update my Sense due to some potential battery overheating issue.  It acknowledged that battery life between charges will be reduced.  Well, it certainly was.  From several days, to about a day, maybe a day and a half.  Then last night it went through a 20% charge while i slept.  This morning is was dead.  It has been on a charger since ~9:00 this morning (well over two hours).  It still will not do anything,  No charge indication, not wake-up, nothing.  Did the "update" that downgraded the battery life kill the watch?

---

So, if we do the update, and the watch fails a few days later, then what?  Update completed, battery lasts maybe 1 to 1-1/2 days at most.  Last night the battery was at about 18%.  Woke up this morning to a dead watch.  It has been on the charger since about 9:00 this morning.  It is now 3:30.  Watch is dead.  Will not do anything on the charger, or off of it.   So, is the unit completely dead?

[MrKeith70]

Mine has the same logo issue. Tried everything. Please let me know if they come back with a response. All I got back was an approval for the $50. I’m weary of that also. 

[Knsca]

Leave fitbit on charger and press and hold the side button for a few seconds. Your fitbit should start up. A few months ago my watch was dead. I had to do this, because just putting it on the charger was not charging it. It basically had to be turned on to charge. Oh, after the update fitbit was wonky for a day or 2. It's seems to be working fine now, I'm on day 3 from a full charge and I have 45% left. 

[MrsGinIL]

Will do!  

For the record, this "will do" comment was in regards to comments that had been removed.

I have however tried restarts, both connected to charger and without, on my own and with Fitbit customer service guiding on phone...nothing works.  Hopefully works for others.

[FelicityM]

They are finally responding with me returning the Fitbit Sense in prder to get refund... in many ways l would have liked another Fitbit as it has many excellent features with sleep HRV etc. So will see what happens when l return it.Sent from my Galaxy-Tab A 2017 on the Telstra Mobile Network

[Avelaisien]

I have exactly the same problem, since the firmware update my sense no longer keeps a charge beyond 3 hours. The problem is also highlighted on the French-speaking forum but the responses from after-sales service are terse, they have no answer for what appears to be a famous bug in the last update and makes the sense unsuitable for daily use.

[MrsGinIL]

Do you have to pay for postage?  Is it still only $50 refund?

[BobD50]

Good - Totally agree.

My wife's "Fitbit Charge 5" had same issue with Battery losing Capacity .
Total Discharge 100% to 15% in 24 hours, whereas prior to firmware update, lasted 6-7 days, being 18 months old. Allowing for battery degradation overtime, was still good.

Again Google refused to really help, would NOT Accept their Firmware was the issue. Now Sense is repeating same issue.

Anyway in Australia the Warranty is 24 months, best in the World. Other countries is 12 months.

As we purchased the Fitbit from Myer, I approached the "Store Sales Team member", included the Department Manager, they listened about the issue, realised the "Fitbit Charge 5" had become unusable, due Google FORCED Firmware Upgrade.

They understood the Process to achieve the Best Result for their Customer.
Luckily we received a TOTAL REFUND on Price Paid, NO QUESTIONS ASKED, as we were still within Warranty time.
I Returned All items including the packaging, they were going to send the "faulty Fitbit" back to Repair & Service Centre in Sydney.
Myer provided the Warranty on my behalf, meaning I was not Dealing with Google, to Get a possible Refund or Replacement that would be a "Recycled Refurbished same Model", that probably have issues in Near Future.

GREAT OUTCOME

[Google wanted me to send the item back to them, so they access the issue, then maybe give a refund maybe, but by using that method, you are dealing with unknown outcome.]

One "Google Chat person" did suggest dealing with Retailer first maybe Better.
You will need "Proof of Purchase Receipt" for ALL Warranty Claim methods, so they can see Purchase Price, as well as Date of Purchase.


So I suggest trying your Retailer, see how you go. Remind them about "Not Fit for Purpose" ACCA RULES THAT APPLY in Australia" Consumer Protection Rules.

Next use "Consumer Affairs" , as you have mentioned. Maybe Google will get to understand Rules are Different in Australia.

Best of Luck, Hope you too have a Successful Outcome, as well.

Cheers
Bob

By the way, since I responded with some comments, I am receiving Feedback posts, many per day, every day for weeks now, with MANY COMMENTS, Being very similar in regards to Battery issues, Dead Device, Difficulty, even doing the Upgrade, Syncing issues. Update completed, but still get same annoying message. On it goes!!!!!

Surely by now, Google must "Take Responsibility" for these Issues, they have caused.
By providing a FIX, by "Re-Coding the Firmware", Test it, then Release. NOT DENY, causing their Device being Bricked, and worthless.



Sent from Outlook for Android<>

[Scott337]

This new firmware is not faulty. This update was released to target a specific batch of batteries, to prevent the possibility of overheating and burning the user.

[MrsGinIL]

The joke continues...

Just received email from customer service saying they could see that device was able to complete pending update and said to contact them if  I need further assistance.

Device still not working.  Even tried factory reset AGAIN in hopes that things had been fixed.  Nope.

[MrsGinIL]

Completely understand why the update was issued and that is only reason I performed quickly being that I was getting constant notices and email.  I normally wait on updates as many of them have been quirky in past.

Whether it is in the firmware or the update Google pushed really makes no difference if I end up with a watch that does not work.  Okay, no chance of burning me if I don't wear it.

If done as safety issue and chance of injury to people, Google should take devices back and replace as things were handled with Ionic batteries burning people a few years ago.  Also, any concern that issue with batteries burning people keeps recurring?