Gizmo will not update to latest software version

Has anyone been able to successfully update their Gizmo 3 software? I'm stuck.

We started using the Gizmo 3 watch in October. It has software version QTAX57_20B46 (release in May '24). I have tried to update the software following the instructions but the watch will not update. It would show 0% progress updating and never increase/complete.

I have been to the Verizon store and on the phone with tech support multiple times. They sent me a replacement watch and I had the same issue. They have sent another replacement and this watch still will not update. Now instead of trying to update and not progressing, it gives the message that the watch has the latest software. I see now an even newer version has been released on January 3, 2025. So, we are 2 releases behing the current one. Tech support said they would relay the information to "the engineers" and I would recieve a call back with an update, but this has not happened.

Would really like to get this resolved so we can take advantage of the improvements.

Accepted answers

Verizon_Support

Thanks for the update, we're glad ot hear you were able to get that new software installed. With regard to the update, it will not generally take more than a few weeks for all customers to receive the update, though there are times when the manufacturer has to put the release on hold, such as when an issue with the update is found. In that instance there would be a longer delay in the update going out to customers.

-Lauren

All comments

Verizon_Support

I'm sorry to hear about the problems you're having with the update. It's never our goal to make those updates more difficult. Just to be sure, is the watch plugged into the charger and actively charging when you try to perform the software update?

~Jesse

wagginmytail9

Yes, I just rechecked this.

The watch is turned on, it is on the charger and says "charging". When I go to the app and choose "Check device software update", the message comes "No Update Available - GizmoWatch already has the latest software". However, this is not true. The Gizmo software version shows QTAX57_20B46, while Verizon shows QTAX57_20B49 as the latest available version.

Verizon_Support

Thank you for the helpful details, Wagginmytail9. When software updates are released, they are released in waves to customers. This means you may not receive the update on the release date. It can take a few weeks to push all updates to all devices in use. We would recommend allowing a few more weeks to receive the update to your device. As soon as the update is ready, your device will receive an alert. Is the most recent replacement device working properly?

-Danielle

wagginmytail9

Danielle,

Thanks for th e info regarding the potiential delay in availability of the latest software beyond the relase date. This is the first I've heard of that occurance, tech support had not previously mentioned it. Coincidentally, I was able to update the watch today! A few things to note:

I did not recieve a notificaiton of the update being available, I initiated the update through the settings in the app. I have been routinely trying, and today it just happened to work. Hooray!
The watch first updated to the _20B47 version, then the _20B49 version. The _20B47 version was released 10/09/24, which was 15 weeks ago. This is more than a few weeks. I would consider it to be a few months. Should we expect subsequent releases to be pushed out to watches this far behind the release date? I was able to update to the _20B49 today which is a few (3ish) weeks old. It's a little confusing.