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Ionic not updating the firmware update

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‎12-11-2019 16:14 - last edited on ‎12-12-2019 13:55 by Fitbit Moderator

‎12-11-2019 16:14 - last edited on ‎12-12-2019 13:55 by Fitbit Moderator

Bought new fitbit ionic it does not do its first firmware update and fails multiple times over wifi. Had a long chat with support (tried hard reset, reinstalling app ) turns out none works now trying update over BlueTooth. Planning to return the device. Has anyone faced this?

 

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Ionic not working with Huawei Honor 7X Android 8.0.0 BND-L24

 

Moderator edit: updated subject for clarity and merged reply

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‎12-12-2019 14:08 - last edited on ‎05-23-2024 05:41 by Fitbit Moderator

‎12-12-2019 14:08 - last edited on ‎05-23-2024 05:41 by Fitbit Moderator

Hi @GMREGE. Welcome to the Forums.

Thanks for bringing this to my attention and taking the time to troubleshoot your watch with our Support team. I understand where you're coming from and let me help you out with this. First of all it seems that your Huawei Honor 7X phone isn't a compatible device, meaning that the Fitbit app hasn't been optimized to work on this model and this might be the reason why the firmware is failing. While there isn't a guarantee, please try the firmware process via Bluetooth to see how everything goes.

If the issue persists, you can try the process with a compatible device or with a Windows 10 computer with built Bluetooth via WiFi. For further steps, check this help article.

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‎12-12-2019 14:23

In response to LizzyFitbit

‎12-12-2019 14:23

Thanks for the reply! I have also tried on iPhone 11 it failed again. I
have also tried Bluetooth it did not go through. So I assume device or
ionic has some issue not able to sustain signal either wifi or Bluetooth it
breaks the connection with update failed notification. Please note that i
am familiar with setting up firbit as I have used it in the past. I have
asked my friend to return the device as I had limited time to gift it
before I travel.
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‎12-16-2019 13:52 - last edited on ‎05-23-2024 05:41 by Fitbit Moderator

In response to GMREGE

‎12-16-2019 13:52 - last edited on ‎05-23-2024 05:41 by Fitbit Moderator

Hi @GMREGE. It's good to see you again and I'm sorry for the delay.

Thanks for taking the time to try with an iPhone 11 and I'm sorry that the firmware update didn't go through your Ionic. Our team received feedback about new watches not able to complete the firmware update and after working hard on this matter, they were able to resolve it. If you or your friend still have the watch available, please try one more time to update the firmware. You can always take a look to the troubleshooting described here. 

I appreciate your patience and be sure that your feedback will be passed along to our team so we can enhance your experience with our products.

 
If there is anything else that I can help you out, feel free to reply back.
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