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. 

[NTRU]

Just got my new ionic watch and I can’t configure it - stuck at 98%. Tried multiple times at home and at my daughter’s house. Bluethoot is connected as well as Wifi including mine and hers.

Using iPhone 8+ and ios 13.3

[atmead36]

My ionic of 2 years bricked on Sunday the January 19th maybe due to the update?  Since then I ordered a new ionic since I have been very happy with my original. This brought about two problems: 1) The confirmation email said "End of life" under the ionic in the inventory of what i ordered, I did an online chat with a Fitbit agent and they said that "End of life" means that the ionic is no longer available in that color, so I ordered another one in an alternative color.  The second order also said "End of life", once again I chatted with a Fitbit agent and was told that means it is no longer available in that color...  Both ionics shipped and arrived on the same day.  So now I've got two brand new ionics.  2) neither of the new ionics can be updated... more online chats, emails, phone calls.  Finally on Saturday the 25th the phone Fitbit agent told me that they are aware of the problem and are working on a fix, this is about one hour after the previous phone agent had me spend another hour trying to do the update once again on a different device (ipad instead of iphone).  

I'm encouraged that they are now admitting that they have a problem, that is after all the first step in recovery, but how on earth doe a firmware update get released seemingly without testing?  There current plan seems to be crowd sourcing the problem and having all of their agents try and figure out what works through trial and error with the users.

Personally I would be so much happier if I was told "Oops we made a boo-boo and are working on it, sit tight we will figure it out and your ionic will work once again".  I would have spent a lot less time obsessing over this.  Unfortunately I have been given incorrect information over and over again which has left me with three ionics that don't work.  

Please fix this firmware soon.  I love Fitbit the application and hardware, I now HATE Fitbit the company.  

[Sazzle23]

My hubby is new to fit bit and has just collected a replacement ionic today. The update keeps failing and cannot use the watch at all.

His really is poor and needs sorting ASAP or it will be returned (like the previous one)

[Sarahble]

Had the same issue with the one I bought this morning. Back to the store and exchanged it. Second one's doing the same thing so don't think it's a device issue. ETA: unless all new ones are the issue? But sounds like people are having issues with older ones too? Caught the edge of my other one's face last night and busted it which is why I bought a new one. For what it's worth other one was  working fine until I went and accidentally destroyed it. But I hadn't updated it recently so maybe it was just a matter of time. 

[SilviaFitbit · Accepted solution]

Fitbit Update: 1/25/2020

This firmware update issue has now been resolved. Please attempt updating your smartwatches once again! For step by step instructions, please visit: How do I update my Fitbit device? 

Thanks for your patience while we worked on a fix. 

[Frig]

Success! Finally!

Purchased new ionic thurs, had all the problems others had, probably tried installing 20+ times, exchanged it for a new one this afternoon, tried again, the new one failed. Grrrrr..... just tried it again tonight per Syvia's post, eventually failed using wifi, did bluetooth instead, finished about 10 minutes ago (7pm EST) it took a long time, but it finally was successful. Yay Silvia! 🙂

[Sarahble]

Success here as well! 

[Ebojager]

I don't see a new firmware update, so are you saying that the current firmware won't brick or have the battery drain issue and and black screen that needs you to reset it everytime you turn the Ionic on??? Or is that still an issue? 

[Pipogomez]

I do not think the issue is resolved I got av replacement and try to set it up 10 times!!!

Why?

This is supposed to be plug and play not a 2 hour set up

Loved the tracker, now I'm hating it 

We all part yo much fit having this kind of problem.

You need to make this work or start giving money back to all the ups customers .

I like the device and it's features , but I can't be eating time trying to make it work that should be your job not ours.

[Pipogomez]

Finally after over ten tries its working!!!

Omg I guess all I can say is thanks for fixing the firmware issue...I was about to completely give up on fitbit..

[Sazzle23]

Up date done and watch working as it should. 👍

[Vladut]

Hello,

I managed to update and config the Ionic after your post regarding the bug fixes. 

My watch is fully working now.

Thank you! 

[Bootneckwill]

Are there any timescales on a resolve as it appears this issue have been ongoing for a long time. I have just bought my son an ionic (perhaps foolishly). For a small amount more I could have gone the apple or Garmin route. 

[Lazycouch]

My Ionic still won’t update and now only shows the logo screen. Completely unresponsive. I’ve tried all troubleshooting steps and now have to contact support. It hasn’t been resolved. 

[AlessFitbit]

Hi everyone,

This thread was created on Saturday due to a temporary issue that caused firmware updates to constantly fail. We confirmed on Saturday that this issue has been resolved.

If you need to check if your watch is on the newest firmware, please take a look inside this help article that lists out all the firmware releases: What's changed in the latest Fitbit device update? 

This article provides step by step instructions for completing a firmware update: How do I update my fitbit device? 

If you're experiencing another issue not related to updating firmware, please create a separate post or contact us here for further assistance: Contact Us.

I'm now closing this thread to keep conversations organized and on-topic. Thanks for your cooperation!