Warning to Fitbit Zip owners: Do not update your tracker to 5.90! Decline all prompts to update your tracker until the known issues have been resolved.
I regrettably updated my Zip tonight, which has otherwise worked perfectly until this time. While the installation was underway, I searched the web to see what exciting new updates I would be treated to. I was horrified to see all the posts about issues with synchronization and with battery drain post update. At that point, it was too late for me to back out. I saw that the issues started in October, and hoped that a solution might be available at this time and hoped for the best as the update completed. Unfortunately no such solution seems to exist. I wish that I had seen a warning such as this prior to initiating the update! (edit: at no point did I attempt to STOP the update as I knew doing so would likely result in corrupt software)
Updating your Fitbit Zip to firmware 5.90 will turn it into a brick. Customer support is said to be working on this issue (as per other posts), but no solution is available at this time. I have reached out to customer support via Twitter live chat, but have not yet heard back. Fitbit, I feel it is not acceptable to prompt your users to install an update that is so obviously flawed. I did not wish for my $60 piece of technology to become a paperweight. Based on what others have written, it seems that Fitbit may be offering discounts to users experiencing ongoing issues. I do not want a discount on a new tracker; I already have a Fitbit Charge 2 HR, which I use as my fitness and work watch and tracker. I want a low profile tracker to wear discretely when I'm not wanting a sporty look. I'm seriously disheartened that my optimistic and trusting choice to install the update has now destroyed a piece of technology that was a dear gift from a now deceased uncle. Please offer me a solution or a roll back to the previous firmware!
What I've tried so far: Earlier tonight I installed a fresh battery, so the charger was functioning at 100% battery at the time of the update. I have power cycled both my phone and the Zip. I have attempted to reinstall the software update and was met with error "400", "bad request." I have attempted to "set up a device" and reconnect the zip as a new zip. After entering the code, I was again met with the error 400. What more can I do?! I anxiously and disheartedly await your response Fitbit.
Moderator edit: font/capitalization/highlight
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Update: Here are the steps I've been provided by the support team, all of which have failed to resolve the issue. I've been told that not all users are experiencing the issues which I (and most of you) have been facing, which is somewhat reassuring, but there are still plenty of us that have been negatively affected by this software update. If any users have suggestions beyond what I've copied below, please let me know!
Please find the troubleshooting steps to follow below:
- Upon checking our records, we can notice your iOS device has an update available for the Fitbit app. Please update the Fitbit app from your App Store. (note: I had already uninstalled and reinstalled the fitbit app, and never saw that any updates were available so I don't think this was true. I may have an older version on a different device)
- Remove your Zip from the Bluetooth on your iOS device by tapping on the "i" icon next to the name of your tracker. (there was no "i" beside the Zip)
- Turn off the Bluetooth on the iOS device.
- Turn off the iOS device and leave it off.
- Reset the Zip by removing the battery, waiting ten seconds and putting the battery back in.
- Turn the iOS device back on and turn the Bluetooth back on as well.
- Try to go through the update from the Fitbit app on your iOS device.
If the Zip still does not go through the update, please review further steps below:
- Place yourself on the Dashboard in the Fitbit app and locate the Account icon (looks like a credit card at the top right corner) and tap on it.
- Tap on + Set up a Device and choose the Zip.
- Tap on Replace your Fitbit Zip at the bottom of the screen.
- Follow the instructions onscreen to set up the device (this will not delete any information from the account or the Zip itself). (this lead to the same 404 error message)
You may temporarily remove/unpair your Zip from your account by doing the steps below:
- 1. Visit https://www.fitbit.com/settings/device and click the tile for the tracker you'd like to remove. You'll see the Devices page for that tracker.
- 2. Scroll down and click "Remove this tracker from your account."
- 3. Restart your tracker by following the steps contained in: How do I restart my tracker?
- 4. Set the tracker back up on the account by following the steps contained in: How do I set up my tracker?
- Outcome: now my zip is unpaired and is not recognized by any devices. I've had several friends attempt to add my zip to their accounts across different iOS and Android platforms. No luck!
PS: Kate, why provide us with the option to adjust font and colour if moderators will come through later and edit our posts? I had formatted my post to improve readability.
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Update: After continuous failed troubleshooting, I was offered either a direct replacement for the Zip or a 50% discount on the Charge 2, Alta HR, or Flex 2. For the direct replacement of the Zip, the warranty would be backdated to the original purchase. In addition, the customer is responsible for the price of shipping the faulty device back to the facility, which for me cost $18.29 (tracking number and in protective packaging) which is 30% of the original purchase price!!! I decided to go with the 50% discount on an Alta HR. If you go with the 50% discount, your new purchase will have a new warranty. This 50% discount seems like a better deal as it offers a discount value that more closely approximates the original purchase price plus the cost of mailing, and you get a new warranty (which these devices seem to need!).
I'm pretty disappointed that this whole situation wasn't simply avoided by a more thorough quality analysis check by the fitbit team before deploying this update. I'm also disappointed that the team seems to still be denying widespread issues with the update (this thread seems to very clearly indicate otherwise!). I'll be sure to check the community discussion board before installing any further updates! I've learned my lesson 🙂
Thank you community members for providing information that helped me resolve this case!
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