August 2020 Firmware Update Bricked my Ionic

[csm0042]

The late August 2020 firmware update for my Ionic completely bricked it.  It's been stuck in a boot loop and completely unresponsive since attempting to apply it.

I opened the app on 9/1/20 and it indicated my Ionic was due for a firmware update.  I was not on WIFI at the time so I allowed it to apply the update over Bluetooth.  Both my phone (Pixel 4XL) and the Ionic battery were at 100%.  I disabled the screen sleep on my phone to keep the app open and the phone awake throughout the update and then applied the update via the app.  Everything seemed to work as usual (this is not the first update that I've applied to this watch by a long-shot), then the watch rebooted and appeared to get stuck at the Fitbit logo for a while.  After a few minutes, the app on my phone indicated the update failed and since then I've been unable to get it to connect to the watch.  After watching for a bit, it appears to be stuck in a boot loop as the Fitbit logo appears for a while, then the screen goes dark for about 2 seconds, before the logo reappears and the sequence repeats.

Resolution attempts already tried (from the forums):

1. Remove from app, delete from known Bluetooth devices, then re-connect
   1. didn't work, won't re-discover device
   2. Device doesn't show up in list of available Bluetooth devices either
2. Soft reset - no affect at all to timing of boot-loop sequence
3. Hard reset to factory default - no affect at all to timing of boot-loop sequence

Despite being somewhat buggy from time-to-time, I love this watch.  It's quite frustrating how buggy it has been and now it appears to be dead on top of it.

[Paul10]

Hi I have the very same problem installed the update yesterday, everything seemed fine. Carried out the calibration as requested on the screen ,again all seemed to be going well. Synced it this morning battery was on 46% which usually lasts a couple of days. The watch died within a couple of hours and now will not charge, now stuck with the loop of Fitbit logo and black screen. Tried resetting it but makes no difference. Help. 

[PaulMe]

Sorry for my lame duck suggestion. But what else is there to do when code writers and/or dodgy electronics stuff your device?

Hundreds of posts have been written on these/this issue. With ZERO solutions!

Let the battery drain completely. This will allow the device to reset electronically. Charge it up and attempt the 3 finger reset in the timing order it needs to be applied as mentioned in numerous threads.

Goodluck

😓

[Dinzarelli]

I’ve simply been told by support that it’s down to “one of those things” and they can’t put a reason as to why this happens!

The long and short of it is as follows...

1. If you have a faulty device, like most of us do, you need to contact support and hope you’re under warranty. If you’re under warranty, you stand some chance of getting a device replacement. The support simply tell you to factory rest the device and hope for the best. If that fails, you might get sent a replacement. 

2. If you’re out of warranty, you’re going to get a discount at best. A discount on another device that will fail in time, and then repeat the circle of Fitbit life...

Good luck but I think you’re in the same out of warranty boat as me and screwed. 

[setch10]

I have had the exact same problem today.  I tried to install the firmware update and the watch seemed to install and then restart but I had a message on my phone to say the update had failed.  The watch is now stuck on the logo screen of restarting.  If I try to restart or do a factory restart, then the screen turns off and then on again but it is still stuck on the logo.  I am now unable to use the watch at all.  As an epilepsy sufferer, I need to track my sleep and monitor this as lack of sleep can trigger seizures for me. I am now left with a useless watch which I have only had for 15 months.  I have been very happy with the Ionic until this problem and now being left with a watch that does not work.

Update 04/09/2020

I have since spoken to Fitbit and explained the problem.  As my Ionic was still in warranty, I have returned it and they have said they will send out a replacement once my fitbit has been received.  I am now more hopeful of a positive outcome but will update again once a replacement Ionic has been received.

[Brownsugarbair]

I had the same problem and got zero support from customer service. Now I found out that they retired the ionic and the refuse a refund or replacement even if you are still in warranty. (Which I was not). I've had 6 Fitbits since 2015 but it's very convenient that this firmware update is destroying many devices a mere 2 weeks prior to the release of new watches. 300 is a lot to spend for you watch to suddenly stop working from an update when it worked fine prior to that. Hopefully Fitbit steps up and does the right thing for its customers. I hope that this problem doesn't result in any long term medical problems for you. 

[monimislam]

I have the same problem since yesterday. I tried anything and everything anyone suggested, including draining the battery, but nothing; still looping on the logo on the device and "Installing - We're updating your Ionic" on my phone! I am out of warranty, so no help from the Fitbit CS... extremely disappointing