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Firmware update failed - Device only shows Fitbit logo

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‎10-19-2019 07:57 - last edited on ‎10-20-2019 13:48 by Fitbit Moderator

‎10-19-2019 07:57 - last edited on ‎10-20-2019 13:48 by Fitbit Moderator

Help ionic firmware update on wifi failed, it downloaded 3 things started to install then failed, now I cannot get it to start I have had it charging, it was 100% battery before I started the update, I have tried to get it powered on using the 2 button restart no matter how long I hold the buttons down I get no logo nothing is happening. 

 

Moderator edit: Subject for clarity 

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5 REPLIES 5

‎10-20-2019 13:42

‎10-20-2019 13:42

Hi @Baynzo, welcome to the Community Forums!

 

Thanks for bringing this to my attention and for your patience troubleshooting this situation. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. 

 

Let me know if you have any additional questions, I'll be here.

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‎10-20-2019 13:56 - edited ‎10-20-2019 14:09

In response to RicardoFitbit

‎10-20-2019 13:56 - edited ‎10-20-2019 14:09

I had the same problem, and now mine wont do anything no lights total unresponsive, and it's been on 2 different chargers including my labtop, and I've held the 2 buttons 

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‎10-20-2019 14:31

In response to RicardoFitbit

‎10-20-2019 14:31

Phone is sony xz premium android 9

Don't think you understand the problem I'm having the ionic is unresponsive to the the 2 button restart it has been connected to the power supply that charged it to 100% before the firmware update it was paired to the phone before commencing the update, it is now not responding to the 3 button factory reset so I am unable to perform a pairing to the phone because I have a blank screen no fitbit logo and no flashing green lights on the back of the ionic 🤔

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‎10-20-2019 14:33

In response to RicardoFitbit

‎10-20-2019 14:33

This is my 3rd fitbit I've had a charge, a charge hr and a ionic that was working fine before this update think I need a call back from support as I'm aware I'm not the only person who has this problem looking at the forum it appears to be not only a problem update on ios13 but other Android users as well 😕

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‎10-21-2019 18:18

In response to Baynzo

‎10-21-2019 18:18

Thanks for your replies @Baynzo and @JeremyDuncan, it's a pleasure to continue providing assistance. 

 

@JeremyDuncan Thanks for the details that were shared with me, certainly your Ionic device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye to your email inbox because they'll be in touch with you pretty soon. 

 

@Baynzo I appreciate your update. I was informed by our Support team that they already provided you assistance with the inconvenience experienced with your Ionic. That said, my best advice for you at this moment will be to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. 

 

I'll be around. 

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