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.

[MontyTHall]

My SpO2 is working now.  I called customer support and they told me to unload/reload clock face.  When I uninstalled, I found that my SpO2 clock face was no longer available.  Switched to a different one and all is well.  SpO2 works for me now.

[Deechte]

It has been 4,5 days now for me on the new firmware. Those 4,5 days have taken 60% of my battery. I'm amazed. And that's while trying out the new audio feedback feature quite some times. I used to get only 4 days out of a charge,  wearing it day and night. I reckon it can last 6 days now. Way to go Fitbit!

[Android user]

[SunsetRunner]

Breathing Rate data still not working after firmware update. I will cancel my premium at the end of the trial. Hope others will do the same because money is the only thing this company understands. A joke. 

[moon.bxbiii]

yes, the app is constantly running. I use my watch, in addition to my service dog, to track my heartrate because it gets scary high.

[Kitkat801]

This update completely tanked my Sense. It will not sync and when I try to complete the firmware update I get a giant red X on my Sense and it’s been useless ever since. I’ve wasted so much time trying to figure out how to fix it. My device has had issues since I got it though… 

[Converse]

I don't understand why this update still being pushed? please educate me? it seems to have caused issue not fix anything correct? doesn't that imply we should not be down loading the update? these are honest QUESTIONS not trying to stir anything up just want people to be aware why would we download this update? Please educate me.

[moon.bxbiii]

Just like any other devices, sometimes there are updates that don't necessarily go as planned so in order to figure that out of course it has to be used. In order to fix the new mistakes that were made from that update they have to go back as if they are starting over and figure out how to undo what was done but then also figure out how to improve what they were trying to do in the first place. 

[Clove6060]

They are supposed to thoroughly vett, test, and use before it is sent to customers. 

[islandpar]

 I cannot update because my Fitbit Sense has now totality shutdown and I've tried charging it for 24 hours now and nothing is happening. It started with the same problem of the batteries draining fast and having to charge more often and now this. Has anyone else experienced this and how do I get it to start again? My iPhone cannot detect it anymore, so that means it's totally down.

[Clove6060]

Another user just posted where their sense would not charge. Contacted chat and went over some steps to resolve. No luck. Chat sent an email to complete a replacement form.

You may want to do the same….unless someone has a better idea.

[islandpar]

Just finished a chat. The first person I chatted with asked me to clean the prods then asked me to attach it to the charge and press the side button.  A  "0%" reading came out and then he gave me my case number and told me to wait for 30 minutes. After 30 minutes I checked my Fitbit and still "0%" reading so I tried to open anther chat, which took sometime but I finally got to chat with someone, gave her my case number and told her that nothing's happening. She asked for where I live (country) and the name of the dealer. I gave hearth details, including when my wife purchased it for me (November of last year). After a few minutes she came back to me and told me it was eligible for replacement. She did not send me any forms to fill out but asked for all my details (name, email, address, number) right then and there on the chat. After processing my details, she gave me the order number and told me to wait for an email which I promptly got within 20 minutes, which confirms the order and advises I should get the replacement in 2-4 working days. No charges whatsoever. 

[SunsetRunner]

I have the last firmware and the last app version. Since December and after swapping my previous Fitbit my Brearhing Rate Data still shows no logs, maybe 4 in total. I was told Fitbit knows the issue and it's working on it. That was. 3 months ago. M going to cancel my premium. 

[LizzyFitbit]

Hi everyone. Thanks for your continued feedback and reports about the Sense firmware update.

Thanks for taking the time to troubleshoot your Sense, and for the details provided. I'm sorry for the issues you've had with your watch and please know your feedback will be passed along so we can keep working on the Sense and its features, and improve its overall performance.

For the ones using Android devices, as you may know our team is aware of an interruption to syncing and receiving notifications from the Fitbit app. They're currently working on this matter and my best advice is to check this thread so you can receive more updates, or troubleshooting tips from our team.

@Bethmh87 I'm sorry you're having this experience. Because your post didn't mention, may I know if you've tried restarting your watch? If you have and the issue persists, I'd suggest getting in touch with our Support team so they can evaluate your options and bring you back on track. Click here to get connected with them, and make sure to share all the steps you've tried so far.

@Hrushi Because your post didn't mention, please give a try to the steps described in the first paragraph of my previous post. If the issue persists. I'll need you and @PennyWaidell to provide me with the model of your phone so I can investigate on my end. Additionally, may I know if this happens when opening the Exercise app? Or is it when choosing or starting an activity? Thanks to both of you for your efforts.

@SunsetRunner Thanks for your efforts and because your Sense is now updated, could you try wearing your watch for one 1 full day (during the day and to sleep at night)? Make sure the Fitbit app is updated and once you're awake, sync it to check your details. If by any chance the issue persists, let me know your phone's model so I can investigate on my end. Keep me posted.

@Cherix7 Thanks for confirming that your SpO2 data is displayed in the Fitbit app. Because you've tried changing the clock faces, may I know if this data is now displayed correctly? Note it can take up to an hour for SpO2 data to display on your Sense.

@moon.bxbiii Thanks for getting back with more details about your Sense. Because you already have a case created, I went ahead to review your details and it seems our Support team has sent you an email with more instructions to work on this situation. Please follow up with your email case should you have any further questions.

@Kitkat801 Thanks for sharing detailed information about your Sense and the steps tried. I understand where you're coming from and please let me recommend the following steps as last resort:

1. Remove your Sense from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. Force quit the Fitbit app and reboot your phone.
4. Open the Fitbit app, tap your profile picture > Set Up a Device.
5. Choose Sense, tap Replace Device and follow the on-screen instructions.
6. If you're offered to update the firmware, please do so making sure your watch is plugged into the charging cable.

Hope this helps.

[Kitkat801]

Hi Lizzy -

I already performed all of the steps you provided multiple times. Yesterday, I also noticed the battery draining rapidly.

I literally followed every single recommendation in the Fitbit help guides and on this thread. My phone is an Apple iPhone X and my iOS is up to date, Fitbit app is up to date.

I finally performed a full factory reset on my Sense and it seems to be working now. Oh well on the missing data… a tracker draining its full battery in an hour does me no good. I was getting 3-5 days on it before the firmware update.

Anyhow, the full factory reset does seem to be working. I’ll monitor it for a few more days. Thanks for the response!



Sent from my iPhone

[AdHh]

This may just be a coincidence, but, the same day I completed the update, I started having issues. I am unsure if all of the problems started before the update, but I know at least one was. To start, my heart rate monitor started working. The green light stays on the entire time the battery remains charged, until it is finally drained completely. Because of the constat bright green light, the battery is draining within several hours. In addition, this is the thing I know for a fact started happening after the update, my Sense won't stay on - even when the battery still has some juice and the light remains glowing. I can hold my thumb on the side for a few seconds to get it to turn on some of the time. However, just as much if not more times I've had to put it in the charger to get the Fitbit logo to display, them I am able to hold my thumb on the side for several seconds to get it to turn on. Even when it's on and the swing is on auto wake, it will not do so at the turn of my wrist like it used to. I have to instead do it manually. When the screen is on and you can flip through, everything else seems to be working okay, just no heart rate info. Does anyone have any ideas?

[SunsetRunner]

@LizzyFitbit hello and thanks to come back to me. Both Fitbit Sense and app are on the last firmware/update. 44.118.5.38 and 3.43.1 I wear it 24/7 and all the available solutions were already explored. Also my Fitbit was changed by customer service few months ago. Since December the original sense had only few records of my Breathing Rate. After the swap nothing basically happened, I had 3 records since March. I updated everything Friday last week, therefore now is 2 full nights and yet no breathing data. With new firmware and updated app, last iOS. And just to let you know, my premium trial is coming to an end soon, right now m not going to renew it. 

[Clove6060]

I think it’s normal for green light to stay on. It’s how it tracks the heart rate.

Turn off then on heart rate monitor

reboot the watch

close and reopen app then

sync

[primortal]

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@SunsetRunner wrote:

Since December the original sense had only few records of my Breathing Rate. After the swap nothing basically happened, I had 3 records since March. I updated everything Friday last week, therefore now is 2 full nights and yet no breathing data. With new firmware and updated app, last iOS. And just to let you know, my premium trial is coming to an end soon, right now m not going to renew it. 

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Just out curiosity, do you have the SpO2 Tracker installed?

My Sense and the FitBit app on Android have been tracking everything in the Health Metrics with minor problems of a day missed one and awhile.

[primortal]

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@LizzyFitbit wrote:

Hi everyone. Thanks for your continued feedback and reports about the Sense firmware update.

Thanks for taking the time to troubleshoot your Sense, and for the details provided. I'm sorry for the issues you've had with your watch and please know your feedback will be passed along so we can keep working on the Sense and its features, and improve its overall performance.

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@LizzyFitbit when will the counting stairs issue be resolved?  This is been a problem since OS 5.1.1 (44.128.4.17) back in November of last year and this last firmware update hasn't fixed it.  More about it here, https://community.fitbit.com/t5/Sense/Sense-is-counting-too-many-floors/td-p/4578544.

I did do a factory reset on my Sense with no change in the stairs not being counted properly, though the watch is no longer chewing threw the battery like it did.  I also made sure there was no debris in any of the holes in the watch.

[SunsetRunner]

@primortal @The SP02 tracker is installed but the breathing rate doesn't need the SP02 to work. Everything but that works in the Health Metrics.