First time setup of Ionic stuck on firmware update

[keeftango]

I bought a brand new ionic yesterday, and I haven't had any chance to use it because initially it was stuck in a boot loop. A hardware reboot got out of the boot loop, but now the watch is stuck on a intial firmware update. 
 
If any developers can help me with this issue, I haven't even had a chance to use the watch yet! 24 hours and still stuck in the setup process. Here is a detailed breakdown of the process as I see it:
 

Before a setup attempt:

1. Fitbit ionic cleared from bluetooth on iPhone and from fitbit app
2. Ionic fully charged
3. Ionic hard reset via 2-button hardware reboot and resulting vibration

My attempted setup:

1. Step a device process started in fitbit app
2. Select ionic
3. Get through initial screens
4. App searches for ionic
5. It doesn’t find the device
6. I have to hold down all 3 buttons to turn it on, the fitbit shows the red cross screen (“data not cleared, sync and start again”” on screen)
7. The app and watch eventually get to pin number input
8. I enter pin input on phone
9. Green tick appears on the watch
10. !!! - At this point watch turned screen off, non-responsive, i had to click left button again to turn watch on again (logo appears then red cross)
11. Wifi searches on phone, wifi icon appears on watch
12. Connect to wifi
13. Green tick appears on watch
14. Update ionic appears on phone, i click
15. !!! - At this point watch turned screen off, non-responsive, i had to click left button again to turn watch on again (logo appears then red cross)
16. “setting up” appears on app
17. It gets to “step 2 of 3, downloading 5%”
18. Update failed appears on phone. Sometimes this doesn’t appear it just hangs on 5% for a long long time.
19. I switch to bluetooth, as one of the options
20. !!! - At this point watch turned screen off, non-responsive, i had to click left button again to turn watch on again (logo appears then red cross)
21. It gets to “step 2 of 3, downloading 5%”
22. This time green tick appears on screen, then fitbit logo with battery in top left. Watch Screen turns off after about 20 seconds
23. Hangs on “step 2 of 3, downloading 5%” within app
24. What happens now is either a fail, or it just hangs in the install. I have to go back to step 1 again.

Guidance on forcing the firmware through or basically anything for this £300 paperweight so I can actually use if for the first time would be amazing

Thanks

[SantiR]

@Pelican11 Welcome to the Fitbit family! Thanks for reporting the situation you are experience with Ionic. Also, thanks for trying all of the steps provided by customer support.

I'd recommend following the instructions provided by customer support (about sending a video). I think they are just trying to gather as much valid information possible to provide further assistance. Please do so if possible, I'm sure that after that, a better solution will be provided to you.

@26Dolly I hope you're doing well! Thanks again for sharing the Fitbit love on this thread.

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

Keep me posted! 

[Pelican11]

I had another chat and returned the ionic today with the mailing label.

[SantiR]

@Pelican11 Thanks for your reply and for the update. I'm glad to hear that customer support worked it out with you and that you will be getting a new unit. 

Once you receive the new one, please follow these replacement set up steps for you to not loose any of your previous information.

Keep me posted! 

[Wetoded]

Yeah my wife's seemed to work after crashing twice and mine worked fine but would crash overnight (figured was me moving or smashing buttons into pillow) but kept crashing everyday, got a OTA and became useless would go on hour long reboot loops then work fine for hours then repeat. The update was for adding replies to texts hut nothing changed in my watch, my wife's changed for her. As of right now the watch is useless tried a factory reset and now it's stuck on initial setup when I get it to the update section it will sit there then screen goes black with no response to anything including buttons. Or when it's on the silver logo screen the app can't connect and it kicks back to green setup screen then takes a long time to get it back to the silver screen for update just so it crashes again... I'm at the point of returning it as support seems to take its sweet time responding on Twitter and by email

[Pelican11]

Good luck. Support authorized a return and a new one is on its way. Assuming it arrives and works, I’m good.

[KennyA]

I'm shocked you are not acknowledging the issue here. This product clearly is not fit for purpose. I bought mine in February this year. It never worked right. I got it replaced at personal cost after several months of wrangling with customers service. And the 'new' replacement has stuck at 30% upload for the 3 weeks I have had it. Despite the suggestions on this forum I have a very expensive shiny Lego brick. I would be happy to reject this product and seek a full refund as both products have not worked and clearly this durum is testament to the fact it is not a good or fit product.

can someone please explain how this can be pursued

Moderator Edit: Format

[26Dolly]

You need to update your Fitbit Ionic while it is plugged into your computer on the app. Mine will not update otherwise its not a big deal just plug it in and do the update.

Sent from my iPad

[KennyA]

App doesn’t support ionic on desktop. Weeks of this and no progress both plugged in a PC
And/or using Wi-Fi/Bluetooth.
Concludes the replacement is as aweful as the one it replaced. Thanks however for the encouragement





Kenny

; ))

[Silly11]

First time user of a fitbit here 

Like others, it (the ionic) was totally stuck in the update loop @ 10 - 30% with wifi .. & with bluetooth via mobile it was crashing @ about 5%

After many hours of frustrating & unsuccessful attempts ..

I turned off all wifi security to the ionic

it then took about 30 minutes to successfully update & get up & running

Moderator Edit: Format

[SantiR]

@Silly11 Welcome to the Fitbit family! Thanks for taking the time to post the experience you have had with Ionic firmware update on this thread.

I appreciate you sharing the workaround that helped you out with this. I'm very glad it updates and that you are back on track now. I'm sure your workaround will be helpful for other users who might be experiencing the same.

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around! 

[madsopdad]

Having the same problem here.  How did you do that?

[SantiR]

@madsopdad Welcome to the Fitbit forums! Thanks for reporting that you are also experiencing the same situation with the firmware update.

If you are not able to update your Ionic to its latest firmware version; please feel free to try the steps on this helpful article in order to sort this out.

Hope this helps. Keep me posted! 

[greyfalcon2112]

Not sure if I'd consider it a "Fix All" by any means but I had the problem of failing updates myself.

After getting frustrated with trying to get it accomplished over "out and about" 4G AT&T Wi-Fi with my Windows Phone, (Yeah, I know I'm behind the times...) I brought it home and tried connecting it to my home Wi-Fi network and after restarting the dropped Wi-Fi connection a dozen or so times, I thought, "Hang on..." and connected it via Bluetooth to my home PC connected straight into my router/modem using CAT 5 cables.

Update is now progressing... slowly, (But that's my ISP's fault. All I have is 1.5MB DSL) but at least with no interruptions.

So maybe you should try logging into the Fitbit site directly or use the APP on your computer instead of trying to do it via a cell phone connection then go back to connecting it to your phone when it's completed the updates.

Good luck.

[MamaBit]

I am having the same issues too. It is frustrating...going on day 2 on trying to get this firmware update so I can use my phone.

[Gorglet]

Hi. I am also having problems updating /setting up my Ionic. I have tried every fix in this thread and on the article, and I've also uninstalled and reinstalled the fitbit app. Twice it's told me that the update is done, but then the app immediately says "update your tracker" and the Ionic goes back to the setup screen. I guess it's another faulty Ionic? Can I send it back or is there anything else I can try?

[KennyA]

I have previously gave my opinion and been threatened by this company for being unhelpful. I have found them unsupportive at every level and regret buying a Fitbit ionic. I openly share this as my experience has been awful and not what you expect from a large company

Sent from my iPhone