Can't install the latest firmware update

[BearTful]

My daughter gave me her Ionic since my Charge HR broke. I was able to sync it with the app but I can't get past the Firmware Update Available. It won't update. I have done everything, turn the Bluetooth on and off, turned the phone on and off, uninstalled the app and reinstalled it. I have made sure I was connected to my home wi-fi. The fitbit face says go to www.fitbit.com/setup. I can't get out of that screen. The fitbit won't shut down either. Anyone? Help?

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

A warm welcome to the Community @BearTful. Thanks for the troubleshooting tried and the details mentioned. 

I'll be happy to help you updating your Ionic. Based in what you mentioned, it seems that your Ionic isn't paired to your account anymore and that's why you're getting that link in your Ionic. I would like you to set up your watch once again to your account and then you'll get the firmware update while you're doing this process. 

If you're able to set it up but you're still unable to update it, please confirm that you've followed this procedure. 

Let me know the outcome. 

[BearTful]

I've done what you suggested and it still wont update. 

[SilviaFitbit]

Thanks for getting back @BearTful. I've shared your post with our Support team, they will continue assisting you. 

I'll be around if you need further assistance. 

[BearTful]

Thank you so much. I appreciate your help.
Moreen