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

[SunsetRunner]

Hi

As restarting.. doesn't do the magic, fastest to exchange at the store of purchase with receipt. 

Possible the phone number is on the receipt so you are able to call them (when desired), and they could set aside a fitbit ionic to exchange (if they do that).. (in case there's a few left in stock)..

[DavidAGreen]

Did you get anywhere with this? I am having the exact same trouble. New on Friday. Cannot update tracker hangs at about 80%, tells me WiFi is not on, it is, then says try Bluetooth, nothing happens. Think I may just take it back and get money back. Disappointed is not the word!

[Mbjo]

Same problem here. Bought the ionic today, took forever finding a way to get Wi-Fi connected (all the on/offs, through mobile, xbox and finally laptop that worked). Now im stuck at update. It has been three hours!! The bar on the app and the phone filled up, now its just the rectangular dot thing symbol on both...

[DavidAGreen]

Took mine back. Too many problems with this tracker judging from posts. Not worth the hassle. Will wait til  all the issues are sorted, if at all. 

[tony420121]

I am stuck at 5% as well cant do any thing its a paper weight at this point..

[JohnBon1]

Firmware stuck 30 mins no movement here ... this is horrible!

Should i restart phone? or is that asking for more trouble?

[Mbjo]

As I really wanted this to work, I got my original replaced. Used hours to try to get the first one working, including 90 minutes in chat with fitbit, but to no use. Returned it and got a new one, it got the first update in 30 minutes, and I was then able to actually use the watch.

Im still not happy though. It works fine, seems to log my activites and sleep nicely, but it is slooooow in syncing. Now there is a new update out, and surprise surprise, same thing happens with my new watch. At least I am able to use it without the new update, but not sure how long I'm going to bother if this keeps up.

[AceH]

Same problem here, first time Fitbit Ionic stuck on firmware update?  It says "hold tight this can take 5 - 10 minutes" but so far it's 45 minutes and still seems to be updating (not sure if it's actually updating).

FYI:  I'm updating via desktop computer with Cox Cable fast internet.

[DramaQueenDiva]

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@Mbjo wrote:

Same problem here. Bought the ionic today, took forever finding a way to get Wi-Fi connected (all the on/offs, through mobile, xbox and finally laptop that worked). Now im stuck at update. It has been three hours!! The bar on the app and the phone filled up, now its just the rectangular dot thing symbol on both...

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Just a tip that may help with the update: put it on the charger and then plug the charger into a computer. When mine installed the update, mine took hours too but it picked up as soon as I plugged it into the computer.

[AceH]

I started the update on a computer with the fitbit connected to a USB port.  That computer also has high speed Internet and it's still taking hours to update.  I have been using Fitbit products since my first Fitbit One and Charge 2, this model does not seem to be "ready for prime time".

[Mog73]

This is exactly what happened to me, I switched off my phone for a few mins and then switched it back on and the set up was complete and Fitbit working fine.  

[AceH]

Thanks!  I did a full reset and started over.  It's ok now.

[ain13]

so after the blue screen filled up on your ionic, nothing happen? Mine had been an hour now and it's only on 1/10 of the screen

[AceH]

I did a reset and started over and it worked.

[26Dolly]

 I was updating the software for my Ionic’s fit bit and it chocked.  So all I did was plug it into the computer hold down the left button and just held it down and it cleared it wasn’t really that difficult just got to be a bit patient.   I also am doing the update for the software with it plugged into the computer it seems to be doing better when you have it plugged into the computer while downloading the new software. 

[SantiR]

@26Dolly Welcome to the Fitbit family! Thanks for sharing your experience and the workaround that helped you out with this. I'm glad the updates went smoothly for you.

I'm sure your post will be helpful for other users who might be experiencing difficulties with the update. Thanks for sharing that Ionic updated better when plugged in. Something that helps with updates is having Ionic connected to Wi-Fi; specifically to a home network. Having it close to the router is also a good idea.

Thanks for sharing. See you around! 

[Pelican11]

I'm so disappointed with the Ionic. I've used it for a few months but a couple days ago it stopped working....seemed to freeze at 1:30 pm on a day. I've spent most of a day chatting with Fitbit on efforts to reboot (and evidently upgrade to software) all to no avail. I got an email from support telling me the press three button/vibrate approach. Nada! I've gotten so far as to get to the upgrade (after installing bluetooth and wifi numerous times) but it never gets past 5% before timing out. I have it on top of my router and plugged into the computer. Fitbit support told be to make a video of my efforts! I guess they don't believe me. I bought on Amazon and it's too late for a return. You'd think Fitbit would offer a replacement. I'm out $240....I bought it to keep track of my lap swimming so I'll go back to looking at the clock. This is the 4th Fitbit product I've had and each has stopped working. Fool me once I guess....

[26Dolly]

I absolutely love the Fitbit Ionic. It did get stuck on updating but was an easy fix: just plug into your PC & let it finish not a big deal.

Lorraine Girouard

[Pelican11]

I'm glad you had good luck. My Ionic worked fine for about 4 months. I've had it plugged into my computer all day trying to download the new software (which seems to have been the cause of the problem). Nothing support told me to do works. For $230 the product should work flawlessly when new software is installed. It's very frustrating to try over and over and over. And the request that I send them a video of my efforts is ridiculous. From the forum I sense that I am not the only one experiencing these problems. Hope it works for you longer than it did for me.