Firmware Update is repeatedly failing

[SilviaFitbit]

Fitbit Update: 1/25/2020

Hi everyone,

We're aware of an issue with firmware updates failing for Versa Smartwatches and Ionic. For example, the firmware update process gets to 98% complete, then restarts, only to reach 98% and start again. 

We assure you our teams are currently investigating the root cause and are working on a resolution.

Your patience is greatly appreciated and we'll update this thread when a fix is implemented. 

[Screaming_Flea]

Received my Ionic today as I was leaving for work. (technically, yesterday now). I work a 12 hr shift so I took it to work to set it up. I started at 5:30pm. It's now 3:42am the next day. The initial update still continues. It just seems to start over and over and over again. 

I've rebooted the phone and the fitbit several times. I've tried Wifi and Bluetooth. Now, the fitbit doesn't see available Wifi networks either, so I'm only on Bluetooth, which is real slow. The sreen in the app indicates it's updating, but there is no progress bar. The fitbit slowly fills with blue until the screen is mostly covered, then it goes back with just the fitbit symbol, then starts filling with blue again. I've lost count how many times this has happened. 

Initially, there was a progress bar on the phone, it even made it to 100% once, but got stuck on that screen, and the fitbit still hadn't updated. The app on the phone indicates that the fitbit has synced, but it has not updated. Not I just get the red bar across the middle of the screen that says "updating..."

What in the world is going on with this thing? Its an iPhone 10 xs max with version 13.3 of the OS

Help?

[PattiH322]

I just got mine last night And its doing the Same Thing Yours Is  I try 4 Times to update but its not doing it and I can not use the watch till it does

[MaryTM84]

I'm in the exact same position. Its the most frustrating ever. Am on Day 2 of continuous updates and still can't use the device. The loading bar on the watch screen keeps reloading and reloading. Help!!!

[Vladut]

Spoiler

Hi. I have also tried to setup the Ionic since yesterday, I manage to link and sync it but the firmware update fails immediately before end by showing red X. I tried 4 times from phone, twice from laptop. How many times should I try to update the Ionic by updating firmware in order to work?

PS:

 I restarted the watch and also Bluetooth connection from phone, pairing and unpairing, also turn it off and in from charging, updated phone, removed device from app, added again, puting it closet to router, with the phone, nothing....please help?

[SunsetRunner]

Exactly what is happening with me ... I am using a one plus pro 7 

[MaryTM84]

I have done the same. Am still currently trying. You start to get a little bit of hope when you see the download coming to an end and then up pops that stupid Red Cross.
Am at my wits end.
Received this as a gift so do not have a receipt as I don’t know where it was purchased.
Is there anyone in Fitbit land that is willing to solve this??

Sent from my iPhone

[Mark_John]

Hi All, 

I am having the exact same issue. 

Have tried downloading the update on Wifi and Bluetooth, seems to reach 100% in de statusbar in the app on my iphone 11 Pro max after that is just start again. 

I am returning to the store this afternoon, this is not working for me! 

[Vladut]

I am using Samsung S8

[Vladut]

Since then I a. Trying, this is another time using WiFi, bar is now like 60%. Fore sure will not work... Is here anyone that can help?  From Fitbit Support? 

[Vladut]

I would like to receive support from Fitbit as I would not return it back... I really like the idea of having it, and Fore sure I waited a lot for it :)) 

[AdamBrosnan]

It is the most infuriating thing in the world, watching the bar climb to completion and then fail.

[Vladut]

What I have tried now, is to create the bound by Bluetooth. It started 1.30 hours ago and the bar from watch finished two times and now started again, no X bar, no error, just loading continously. I do not know what should I do. 

[TM272]

yesterday I wrote to the other thread that my ionic is in boot loop. and I wasn't able to reset it. after some 20th attempt it restarted and when I tried to set ionic with the app it took about 12 hours and just few minutes ago they just turned off and don't respond to anything anymore, button push, reset sequence, unplugging from charger and replugging. nothing. this is very poor product and brand. last time I bought something from them and will never recommend...

[Vladut]

So you did not manage to solve it after 12 hours of updating?

[sjs271269]

I have been in contact with fitbit support via email, and there latest is as follows

Since the issue still persists, we recommend that you perform a factory reset. Please note that it will remove apps, stored data, personal information, and saved settings. To factory reset your smartwatch, please follow the steps below:

• On your device, open the Settings app > About > Factory Reset or Clear User Data.

After performing a factory reset, we recommend you to remove your Ionic from your account by following the steps in this help article: How do I remove a Fitbit device from my account?

After removing your account, we suggest you to setup again, follow the steps below:

1. Open the Fitbit app and tap 'Log In'.
2. Follow the on-screen instructions to create a Fitbit account and connect ("pair") your Fitbit device to your phone or tablet. Pairing makes sure your Fitbit device and phone or tablet can communicate with one another (sync their data).

Also, we have just released a new version of our Fitbit app. You may go to How do I update the app to the latest version? to take advantage of this update as it provides feature enhancements and product improvements.

Now, if you are like me, my fitbit is new and thus I have never got to the settings app to do a factory reset, so I explained this and got the following reply

Continuing from here, we'd like you to try the manual factory reset instead with the instructions below. A quick reminder that any data still saved in your watch would be deleted:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately one to two minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, you may skip or use the normal out of the box process of updating the firmware (See How do I update my Fitbit device?).

Now, I have tried this, but again no luck, i do not get the device to vibrate, so after approx 3 minutes, i have to let go and it returns (almost immediately) to the fitbit.com/setup screen, but I am sure it hasn't reset and certainly doesn't update the firmware ☹️

Stuart 

[SunsetRunner]

I also failed on doing a factory reset on an Ionic which is still in the initial setup state.

I wonder if it's possible at all.

[TM272]

after 12 hours of initial update, while connected to charger, the watch just died, screen is off, doesn't react to any button push, nothing. fitbit app showed 2% download status in some step 2 of 3. no idea what it did for 12 hours... previously/yesterday I got endless boot loop, reboot sequence worked about after 20th attempt. and even the watch are 2 years old, they were mint, mostly sitting on my desk.

[TM272]

well, now it seems they screwed something and they just won't admit responsibility...

[Mark_John]

I have tried these steps last night after finding them online, no result!

@Fitbit support, what are we going to do to fix this?

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