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

[pastimz]

Are you still under warranty? I purchased my Sense in 2022 so out of warranty. If, perhaps, you are not still under warranty, how did you get a refund? Inquiring minds want to know, lol😊

Sent from my Verizon, Samsung Galaxy smartphone
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[MrsGinIL]

Ha!  Mine is also out of warranty and only bit of refund offered is $50 through company I have never heard of looking for my bank account and social security numbers.

I stated in previous comment that I heard from customer service and they said they could see update was complete and contact if I have further problems.  Customer service at its finest.  ☹☹

[pastimz]

So why are so many, many people having trouble with it. My Fitbit has the proper update yet I still have the update notice on my Sense as my watchface and in my phone to update. The battery for mine seems to be lasting OK (not so for others). For some people the update turned their Fitbit into a paperweight (it doesn't function at all now). Others the battery drains in hours, while for others their Fitbit permanently has the Fitbit logo displayed. Seems to me that this update is VERY problematic. If your Fitbit updated with an issue, well, good for you. I can see why you don't think the firmware is a problem. But that doesn't mean it's not a problem for others. We ALL understand the reason for the update. But it is certainly quite problematic and a $50 refund for a watch that the Company's firmware update (that they say needed to be done because of THEIR faulty batteries in THEIR product) damaged OUR watches we purchased. THEIR product, THEIR batteries, THEIR firmware glitches. $50 refund, giving out VERY personal information, paying for postage to return said watch---$50 refund seems like a joke.....If Fitbit truly wanted to keep customers, they would offer a replacement Fitbit product at a nice discount/sale price....

Sent from my Verizon, Samsung Galaxy smartphone
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[mitietoni]

Same for me on a sense2, battery stuck to 100% now after 4 days. I wish it could be true

[Epmwalking]

It affected mine and I am now charging my sene twice a day.  What's the point?  I got a $50 gift in some platform that I don't have and refuse to give my social security nu.ber to set up an account.   This is the worst.  Either fix the issue or replace my sense!  It's not like I can wear it constantly anymore.

No one has provided any response

[mitietoni]

I do totally agree with you. I was sent to the same page. This is not serious at all, especially for a company that says only a limited amount of devices were impacted. The trust to the company is going to zero. To spare some coin they are risking losing many customers. Neither the worst small tech company is acting this way. 

[Tim.r.]

Hi,  I have been in contact with fitbit/google support regarding this issue,  I have an email from google informing me that all devices are effected.  Ummmm that's different to what they are saying.  Anyway I feel that fitbit/google need to admit a massive problem here and rectify it with a plan that is satisfactory to all customers still using the devices.  I recall they had a similar problem back in 2017 with the iconic, which then had a recall in 2022.  This represents a pattern with fitbit/google, poor design and manufacture and putting their customers at risk.  I am having a debate with then now regarding this.  They replaced my sense about a month ago and forgot to replace the charging cable. Anyway the replacment has had the update. But this is now operates fundamentally different due to the reduced battery longevity.  What do people think.  I feel that fitbit/google are avoiding their responsibilities to the customers,  they have admitted that the devices have issues,  they force an update on all customers that renders the devices either useless or at a reduced capacity.  They have history,  this is displaying a pattern in failed design and manufacture.  I feel that all users should demand fitbit deliver a satisfactory resolution to this problem.  What do people think.  

[Epmwalking]

I agree.  I am ready to move to something else at this point

[mitietoni]

I do totally agree. This is not okay for customers. I can't tell anything more, neither in a polite way, as I previously did and the comment was taken out.
I also update you all on the after update behaviour. Stuck on 100% for 4 days, dropped suddenly to around 20%, put on charge and went to 100%, stuck on 100% for one day already. So now the % of charging is totally unusable, and I also do not understand if the watch is still dangerous and can explode. What are your thought guys?

[Scott337]

This is just my 2 cents (for what that matters). If my watch was one of the devices with an affected battery I would not wear it anymore. The update reduced the charge capacity to prevent overheating. But that still means there is always that possibility. I personally would not take that chance and buy a different watch / tracker. That is only my opinion, but I don't like taking chances with my devices burning me.

[mitietoni]

That's a good point. I didn't read specification of what this update did. Do you know something about it? 

[pastimz]

Has any ou ne had any luck with their Sense since the factory update today? I had updated my Sense and was assured that I had the updated firmware (but was still getting a msg to update). Was assured the msg to update staying in the screen and on the phone was a known problem and they were investing (Andrea was my customer service rep). This afternoon it appears my Fitbit was wiped clean---I get a msg to download the Fitbit app (on my phone, apparently). I go to the Playstore but I guess I will have to uninstall Fitbit on my phone. But what I read about the new app is that you need Android 10. I have an Android 9. I am 73 years young but not exactly a techie but do fairly well for my age. Just am afraid my phone won't handle the new software. Any thoughts??

Sent from my Verizon, Samsung Galaxy smartphone
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[FelicityM]

Hi 73 yo from 72 yo, l feel your pain...yes my Android is 7 years old, so we can feel good about not contributing to one of the biggest pollution and warming contributors... mine is 9.0, if you go to settings you can scroll down to details of your Android, and it will tell you what it is... it may no longer be compatible with your phone. I am not using my Fitbit watch, am expecting a refund, but still use the app as Premium, l like the food, mindfulness and workout aspects. Sent from my Galaxy-Tab A 2017 on the Telstra Mobile Network

[BobD50]

Regardless, the point is this Update was FORCED, User has absolutely NO Choice.

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[olliewills]

Well, after what appears to have been a forced reset, Fitbit/Google have bricked my Sense AGAIN... Every time I remove the watch from the app and attempt to add it back in, it goes through the add/update process seemingly without issue and then takes me to the default watch face. Less than a minute later however the watch restarts and is suddenly not paired anymore. The journey on the app itself continues to the end and tells me the Sense is added but of course it just sits there 'looking' for a watch that isn't paired... Also the app still tells me the Sense is on the .17 firmware, despite having just done an update process that should surely have appled the .21 firmware...

My Premium subscription is cancelled at this point and I'll be abandoning this watch (and Fitbit/Google) soon if these problems aren't resolved soon.

[Epmwalking]

I spoke to someone today and can't even issue a complaint.  They told me that there's nothing else to do but take the $50 comp.

Moving on to some other tracker 

[FelicityM]

I think it is intentional, however would never buy their Google watch... complain to Geek websites as they still rate Fitbit highly. Luckily there are a lot better watches coming online these days, at cheaper prices.Sent from my Galaxy-Tab A 2017 on the Telstra Mobile Network

[TerriHope]

I agree, I spent all day today trying to get my sense to work. It is showing a cell phone with directions in numerous languages telling me to update, been there done that several times. This is very telling about the company, now google. 

[Killroy-TM]

From the comments I can tell there are loads of confused and disenchanted user who may be benefiting from an orderly approach to this update fiasco. 

First you have to determine if it is the watch or the app on your phone or the phone hardware itself. Factory reset the watch, than use someone else's phone, preferably a Samsung with Android 14. Install the app sync the watch and perform the update. I am sure that the largest Android phone maker with the latest publicly available Android version should have been tested by Google that just makes sense (pun intended).

My combination is just that Samsung S21 with Android 14 a Sense watch with version ...14 updated flawlessly to version ...21. If this procedure works then you know where the problem is. If it doesn't work, then your watch is most likely toast. After my update I get better then expected battery life. Went to bed with 38% woke up 8h later and was at 32% with the normal sleep tracking and my update was performed 14 days ago.

Most of us agree this most likely will be our last Fitbit and we are looking for a new watch. I certainly am when my Sense has died or has less than 2 days battery life. Where do you go to finding your next watch? Go to the de-facto standard for wearable reviews. YouTube channel by DC Rainmaker who is my go to resource for a new watch.

Forgot to add one other tip, if you get horrendous battery life after the update, install the default clock face as I found out that some 3rd party clock faces do drain the battery faster. This just to find what makes your watch behave differently from what you are used to prior the update.

[Winddancer10]

I’m also stuck in a loop and can’t even get the time to show. What a waste of time!!!