App update 3.1 may damage Ionic

[JCM801]

I don't know if this is just for the Ionic, but the Android 3.1 update appears to be responsible for turning my Ionic into a brick. My phone received the update overnight on July 16. The Ionic would never sync after that, although it seemed the first part of the sync succeeded: daily steps and a couple other stats were updated. But then the sync ended in error and the next day, the previous steps were gone. On Friday July 19, I went through normal troubleshooting - restarting phone & Ionic (2 & 3 button resets), but no joy. I tried to disconnect and reconnect the Ionic to my account, but the reconnect failed, again after seeming to start successfully. So I did a factory reset on the Ionic. My phone found the Ionic and started the firmware update. But then it failed during the firmware update, leaving the Ionic screen dead and completely unresponsive to any of the buttons. So far best FitBit has offered is a discount replacement, since I am out of the 1-year warranty. But I believe since the app update killed a perfectly working Ionic, they should be responsible for the replacement.

[Akemp504]

Can't say that's the reason. I am definitely on 3.1 and my Ionic is functioning better than ever. I think it's the older Ionics maybe. I got mine in May so maybe that's why. But I can't agree it is the update bro.

[WavyDavey]

I agree with @Akemp504. It seems unlikely that updating the app could have an effect on the Ionic hardware. It sounds coincidental. The app is just software that communicates with the watch through bluetooth. It does sound like the firmware update error may be the cause. I would recommend searching this forum for "firmware update" for any tips on how to recover from a failed firmware update.

[JCM801]

Glad to hear you were not impacted. I blame the app because of the communication errors. It never synced after app went to 3.1. a communication error during the firmware update after the factory reset left the Ionic in a bad state. Reading the threads, many people have had new problems after 3.1 app update, including others whose devices died the same way mine did. 

[tlai89]

Not sure if mine updated recently while i was syncing it no vacation, but it was fine up until the afternoon of July 18. It was fully charged and working fine on the plane. I landed and immediately synced it to update the time; after that it stopped working. I've tried to reset it, clean the charging ports, pressing random combination of buttons and it hasn't helped.  

[bigaussiefella]

Hi,

I am in the same boat as a lot of others except my fitbit ionic is less than 6 months old: the FB itself is OK but, once I let it "update" last week, its not synching with my iphone (my Iphone cannot detect any bluetooth signal from it) & has lost time completely.

The first time it happened was on the weekend & I called & ran through it with your support (Ref 31399612). It synched as I was on the phone but has not syched since!! My iphone cannot find it at all.

I even bought a replacement Ionic on the weekend (picked it up Monday morning) but, while trying to set it up yesterday, it went through the same update & now it will not work at all either (its stuck on the logo with a blue vertical "stripe" down the left hand side) & again, the iphone is not recognising it...

I complained to Fitbit & just tried ringing the number but, after repeated calls, it now looks like they have "black-listed" my phone number!!!

Delete

[DenOz]

Fitbit App 3.1 release caused my Fitbit Ionic to stop syncing and no matter what I tried it just would not pair with my iPhone.

THIS FIXED MY ISSUE:

1. Update your Fitbit App to latest v3.2

2. Carry out a Factory Reset from the settings on the watch

3. Full reinstall with Fitbit plugged into charger and WiFi connection to internet.

Allow 30 minutes for update and install.

Now working OK.    

[JCM801]

Oh my. Good luck to you. Hopefully they will soon release a better app
version. I was just told that being out of warranty and having a phone not
on the list, they can only offer me a discount on buying another device.

[tlai89]

What a joke eh??

--
Teri Lai

[bigaussiefella]

A bad one at that!!!
Still waiting for advice re how I get a refund!!!

[bigaussiefella]

They have tried that on me but my contention is that the ionic's expense makes it a luxury item & therefore a 45 day warranty is a joke

[JCM801]

Annoyingly, the device warranty explicitly excludes damage caused by software. Ethically and legally such clauses have not held up in the face of blatant negligence, which I believe the 3.1 app to be.  I've seem scores of accounts on this and the Ionic boards about problems with this release. I wish FitBit would own up. Even with a 50% discount on a new Ionic (which is a good deal on a device with those capabilities), I am not sure it wouldn't be throwing good money after bad just to extend another 16-20 months.

From the FitBit warranty web site:

EXCLUSIONS AND LIMITATIONS

Fitbit does not warrant that the operation of the Product will be uninterrupted or error-free. This Limited Product Warranty does not cover software embedded in any Product and related services provided by Fitbit. See the Fitbit Terms of Service for details of your rights with respect to use of the software and related services.

[FityUser]

I've been reading that many Ionic users got bricked after the update.

[bigaussiefella]

Threaten em with going to the media & exposing the warranty issue for their premium product!!

Au revoir!


Dominick Stuart

Sent from my iPhone/envoye de mon iPhone (hence the brevity of the message)

dominick_stuart@yahoo.com

Skype: bigaussiefella

Global (roaming) mobile: + 44 (0) 793 153 4788

[GarBear89]

Put me down for that!
Happened to me also and I have all documents of texts and emails. The reps
names, time/dates the attorneys would need all saved.

Not like I was impatient and gave them EVERY opportunity to correct
issue(s).

I'm dun!!

[Trinibrat]

I have an iphone, but the same thing happened to mine it would sync. I’d get messages alerts but time and date was off. I got an apple watch replacement. My 13yr old asked for ionic we called Fitbit and the walked us through a reboot. It’s been working since yesterday 

[Crazy-Fritter]

Why would you guys update your app if your Ionics are syncing fine? If you read anything at all on these forums you can't miss the fact that problems syncing are the number one issue with Fitbit trackers, especially when the app automatically updates.

If your tracker is syncing fine for you, turn off the automatic update setting for the Fitbit app and enjoy your problem free syncing.

Or continue to update the app until it bricks your expensive tracker and Fitbit tells you to "buy another" lol.

[FityUser]

How does one turn off automatic updates? I have gone through the menus and can't find that option.

Thanks