Unable to do Firmware Update - Not Recognizing That Battery is Charged

[LaurenEmme]

My device is charged to 94% however the app is not recognizing this charge amount and is still showing the charge percent from this morning, which is 19%. Due to this, it won't let me do the firmware update because it says the battery is too low. I have closed out the app and the device and restarted both but it won't recognize the current charge percentage as shown on the device. My device is connected to wifi and bluetooth. 

[Topal]

Im having the same problem with my Sense. I tried a hard reset but it keeps telling me that my battery is too low.  It is at 100%, but when I sync it , it tells me that it is at 17%. 

[Peregryn]

As the title states

I saw the firmware update and ran into trouble with the update - it just wouldn't go. Texted with a very nice CSR as we went over every single step of things to try which ended up in my device being in a worse state then when we started. 

Starting State: device working properly but could not update

Current State: device will not sync. App reads battery at 0% REGARDLESS of charging time. Device shows 100% power. Update will not run because it believes the device battery is at 0%. Now, I know the battery isn't at 0 because the light is still on and the device is still logging steps (which I can see by swiping to briefly bypass the firmware screen. I have deleted and reinstalled the app. I have deleted and reinstalled the device. I have done these steps individually and together. I have given it time with bluetooth disconnected etc etc. Now simply at my wits end.

I have used fitbit for years. I have truly enjoyed my devices. But I am about to toss this into a trash can I am that frustrated. Please help. And no - please do not auto respond with basic troubleshooting advice. I assure you I have done all of that both on my own and with the representative this afternoon. Please respond with specific steps for *this* issue and/or a suggestion of a workaround, like being able to update the device directly from the dashboard via PC.

[Jdsenter]

Wow, sorry this has happened to you. The only troubleshooting steps given are the ones to follow.

My advice, you did not specify is you are using iPhone or Android, but don't factory reset your watch at this time. Try removing the app and any Bluetooth connections and then reinstall the app it should no longer have any knowledge of your watch, then attempt a re-pair. If that works then if you have a WiFi or hotspot use that configure the watch to use it and then attempt a firmware upgrade. If that doesn't work, according to the Google article, your device will automatically factory default itself. At that time it should get the new firmware update during your re-pair. I have found doing the same thing over and getting the same results leads to insanity but YMMV.

FYI this is a forum where users help users, if you want Google's help you have to contact them.

[Peregryn]

I really appreciate your response. FYI - if this happens to anyone else: give it time/overnight.

I wore my Sense overnight and this morning the app displayed the correct battery level. I was then able to run the update with both sense and iphone charging. Not without difficulty (my sense somehow disconnected from wifi again in the app), but bluetooth option did work eventually. Took approximately 30 minutes.

[LaurenEmme]

Hello - not sure how but this issue resolved itself and I was able to download the update. Thank you! 

[Sansmith]

Sorry about that I actually have the Fitbit Versa Lite. At the present time I'm not having any issues with my watch. Thank you so much for responding 

[AFromm]

This exact thing is happening to me also. I've uninstalled and reinstalled Fitbit app, restarted Phone, disconnected and reconnected Bluetooth, but nothing will update the charge %. What's odd is that everything else in synced and up-to-date (steps, exercise I've done today), just not the battery charge.