Sense Firmware Update OS 5.2 (128.5.38)

[FitbitCommunity]

Update 6/14/2021:

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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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?

Step by step instructions for updating your Sense can be found here.

If you run into any trouble updating, review these troubleshooting tips. 

WANT TO TAKE A DEEPER LOOK? 

Check out our blog post here. 

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.

[nicktruman]

Hi Guys

I have a problem with my Sense.

All was perfect up until the last update.

Now If I go for a walk or run (anything that uses GPS) and sync my Sense with the ios fitbit app during the session, the Sense crashes and reboots... losing all the exercise details. 

I spoke the Fitbit and the told me to send my Sense back, and they sent me out a new one. The first day all was good, then yesterday it has started to crash again.

It only happens when GPS is connected, I tested my old Iconic and Charge 2 but they are fine, it is only the Sense that crashes.

I'm using a Iphone Xr - Ios 14.6 and Fitbit App - 3.43 and Sense - 44.128.5.38

Help!

[SunsetRunner]

thanks - i am having this issue with my walks.  I haven't been able to track them all week.  my fitbit either resets or just stops tracking my walks. It stops for no reason.  Tomorrow I will force quit the app before I start and see if that makes a difference.  this is so helpful I really appreciate you troubleshooting it 🙂 

[moon.bxbiii]

Yesterday, when I first tried to do the latest update on my fitbit sense the watch screen literally just froze. After talking to customer support people all day I just decided that I was going to leave it alone and pray that it was magically fixed whenever I woke up this morning. 

This morning, I was able to somehow get it to unfreeze but now my problem is that it is like stuck in a continuous update loop. 

heres a video of what it looks like

[moon.bxbiii]

I'm really hoping the whole video thing actually works because I have no clue what I'm doing!

[Rich_Laue]

Are you are doing the update through the phones Bluetooth or with the tracker connected to WiFi? 

• Try restarting the sense. 
• Plug the into its charger and charging. 
• Connect to your homes WiFi. 
• Then restart the update. 

[moon.bxbiii]

I have uninstalled and reinstalled the app causing it to longer be connected through the app. Restarting it doesn't do anything because the screen comes up back the same. I ended up contacting support again a few minutes ago and was told that the case has been handed to higher support so I guess now I am just waiting on the "higher support" to contact me via email.

[IgorR11]

In the event that the problem persists, we ask you to perform a factory reset: Do not connect or Fitbit device to charge. Hold down the button for about 8 seconds until the screen turns off. After the screen turns off, you will feel a brief vibration: When they feel the vibration, release the button and immediately press and hold the button again. Wait until the blue logo appears and then disappears: Immediately release the button and then press and hold it again until you feel a vibration. After they feel the vibration, release the button. This vibration indicates that they started the factory reset. See what appears or logo you have to configure the de novo.

[Rich_Laue]

Saying tried everything tells us nothing about what was tired. 

Normally I turn of the master notification, then when turning back on I'm asked to renew permissions. 

Does your fitbit app have permission to run in the background and the app is in the background when the phone screen turns. 

[moon.bxbiii]

Support had me preform a factory reset yesterday. Tried it 3 different times yesterday and twice today, still recieving the same screen. 

[IgorR11]

The same happened to me, they recommended this procedure to me and it really worked, read each step and do it correctly.

I hope it helps you like it helped me

[IgorR11]

I was already discouraged, I made several mistakes in this procedure and almost gave up on doing it, but I read it carefully and followed each step to the letter and it really worked. My fitbit sense was stuck in an endless loop for almost 3 days.

[FitbitUser617]

I have tried the official troubleshooting guide, several trouble shooting guides on unaffiliated sites, and had tech support walk me through it as well. all permissions are as they should be. factory reset both phone and watch. problem still exists. I am outside the return policy by a handful of days but I have already purchased a replacement from a competitor because I feel very ignored by fitbit. they walked me through a troubleshooting tree identical to what they have on the public facing portion of the site, then had me factory reset everything... when all that failed to correct the issue they pretty much shrugged, said "that's odd" and ghosted me.

[N8teGee]

Hi @PennyWaidell.

Have you tried restarting your device by pressing and holding the button for 10 seconds (until you see the fitbit logo)?

[barbj41]

That's what I was afraid of . Theirs quite a few people with this issue.

[sidmobile]

Looks like the thread on the notifications issue was merged with this thread; that's why many of the comments are now out of context and make no sense.  

Most of us have already tried:

1. Restart fitbit and device

2. Restart bluetooth

3. Turn notifications off and on

4. Check all notifications are enabled on fitbit app and in app settings

5. Check battery and app optimizaton off

6. Reset bluetooth connection

7. Factory reset

8. Tried the live-chat support and issued a ticket. 

Per the original merged thread (gone and now out of context), there were/are quite a few people impacted by this; mostly Android.  I recall some iOS users were impacted too (though slightly different) and also some people had error messages in the app.

[LizzyFitbit]

Hi everyone. Thanks for participating in the Community Forums.

I've moved some of your posts to this thread to keep our forums organized. I understand where you're coming from and I'm sorry for the difficulties experienced with the Sense firmware update. Your feedback and efforts while troubleshooting your watches are truly appreciated, and please know every comment shared in this thread won't go unnoticed as it help us to improve the experience with our products and features.

@Bbq30, @Chicho67, @PennyWaidell, @SunsetRunner,  Thanks for letting me know about your exercises. I'm sorry for this inconvenience and just to confirm, are you tracking our activities using the Exercise app on your Sense? What's the model of your phone? If you've not done so, please remove your Sense from the Bluetooth setting, reboot your phone, restart your watch, open the Fitbit app, pull down on the screen to force a manual sync and track your activities one more time.

@EMTME22, @MontyTHall and @ScottHahnMN Thanks for the steps tried prior to posting. While you're not getting SpO2 on your Sense, may I know if this data is recorded in the Health Metrics tile? If you've not done so, please open the Fitbit app, tap your profile picture > Sense > Apps > SpO2 Tracker and make sure there aren't pending updates for this app. Then turn off and on the permissions, sync with the Fitbit app, try wearing it about 2-3 finger widths above your wrist bone and sync once you're awake to check your details. Keep me posted.

@Scorpionpsycho While this is odd, could you check if your personal information including your location are correct in the Fitbit app? To do this, please follow the steps described in this help article, restart your watch to refresh its performance and try using the ECG app one more time.

@SandraVD As you may know, your Sense uses SmartTrack to automatically recognize certain activities based on the continuous movement of your arms. I'd recommend restarting your watch, adjusting the time to detect your activity and monitoring your watch in your next exercise to see how it goes.

@FitbitUser617, @vkolluri, @TimJames, @barbj41, @Clarepdale and @generic809 thanks for your efforts and for the ones that haven't mentioned, may I know the model of your phone? Also, did you exhaust the troubleshooting steps described here? Given this situation, please remove your Sense from the Bluetooth settings, turn off other Bluetooth connections nearby, restart your watch, open the Fitbit app, tap your profile picture > Set Up a Device > Sense > Replace Device. Then, follow the on-screen instructions and setup the notifications one more time. Make sure the DND and Sleep Mode are still off.

@BInthewoods I'm sorry for this inconvenience and thanks for the steps tried. Just to confirm, are your exercise details still displayed even after syncing or charging it? If that's correct, please try removing your watch from the Bluetooth settings, force quit the Fitbit app, open the Fitbit app, tap your profile picture > Set Up a Device > Sense > Replace Device. This is to reconnect your watch to your account and get it working again. Let me know how it goes.

@VetEdUASF I'm sorry your Sense is still not charging correctly. Because your post didn't mention, let me recommend trying the troubleshooting steps described in this help article and keep me posted.

@Ricardo_1964 Thanks for the information provided. The on-wrist phone calls should stay setup correctly on your Sense and because this isn't the case, I'd recommend getting in touch with our Support team so they can investigate what may be occurring. Click here to get connected with them via chat and make sure to share all the steps you've tried so far.

@moon.bxbiii I'm sorry you've gone through this situation, and thanks for every step tried on your own. While reviewing your details, I noticed your case is under review and our Support team will get in touch with you via email with more details about this situation. Please keep an open communication with them as I'm sure they'll work on this to bring you back on track.

[SunsetRunner]

**updated 18th June. I have installed the new firmware now, after two forced updates of the app. Basically I kept the old firmware for 5 days  after the banner appeared. It took me less than 3 minutes to download and install ithe new one. Battery is at 69% right now. Everything seems ok. I didn't do any factory reset or forced exit. Will let you know if it worked. However I am still waiting for an answer from customer service about the breathing rate data. Only 1 in a month

[Guy_]

Reported earlier a step counting issue with the new firmware. It seems to be ok on continuous stepping.

Though the algorithm to detect false steps might have changed, such that taking a few steps at a time is often ignored.

[Cherix7]

The clock face says sleep to update although I see the O2 variability in the app. I've changed clock faces, then put the one back I had beenusing.

[PennyWaidell]

yes...that didn't work