Fitbit Ionic won't set up due to Wi-Fi issues

[Andhanni]

So I purchased my wife a new Ionic today.  She was a Charge HR, but the band finally called it and it was easier to upgrade and all.  So now we are attempting to get her set and it is taking like 3 hours now.  It asked me on her phone the name of our home WiFi Network and I selected it along with entered my WAP2 key (25 characters long) and now it seem to be hung.  Any help is appreciated.

Moderator edit: updated subject for clarity

[SunsetRunner]

Reset the watch (left and bottom right buttons until you see the logo) and try again. Also make sure your wifi is 2.4Ghz and not 5Ghz Ionic does not support the 5 Ghz option. If you are on 5Ghz then try changing to 2.4Ghz unless that is going to upset your other devices. If that is the case then purchase a wifi usb adapter (only about $15 to $20) and plug that into your computer and use that.

[Andhanni]

Thanks for the input... Yep 2.4 Ghz network.  Still not configuring.  I just reset the unit and logged my phone app out and her in on it (newer cell) to see if that will do it.  It claims it wants to download and install the latest OS but how long can that take?

This is becoming the worse gift I could buy her it seems.

[MarreFitbit]

Thanks for stopping by @Andhanni!  While reading your post I was wondering what's the model of the mobile phone you are using to set up the Fitbit Ionic? Have you checked that it's included in our list of supported devices? 

As part of the setup process for some Fitbit devices, you'll be asked to connect your device to your Wi-Fi network. To find all the information about this, check the article How do I find my Wi-Fi network password and security setting?

My friend @SunsetRunner is right. If you have trouble connecting your watch to Wi-Fi, first make sure that your Wi-Fi network is working correctly and that your network type is compatible with your watch.  

After you verify the network is compatible, plug your watch into the charger and make sure it’s in range of your Wi-Fi network. For a stronger Wi-Fi connection, move your watch closer to your router. Wi-Fi won’t work on your watch when the battery level is below approximately 25%.

If you're still having issues connecting the Ionic I'd recommend making sure that all the requirements have been met to move on with the troubleshooting steps in this article. 

Give this a shot and let me know the outcome! 

[SunsetRunner]

If it is downloading the latest OS then that is a good sign, and yes it can take a very long time, over 2 hours for mine.

[Andhanni]

Hi @MarreFitbit according to the supported device list, both my Samsung G7 and my wife's G3 are supported.  While her's is near the outer edge.  Mine finally got the upgrade started once I reset the WPA2 password.  But after like 4 hours and watching the screen slowly turn green it suddenly had a bluetooth issue and failed..  I am starting all over again.

[Andhanni]

@MarreFitbit I also would love to know why the device says my home WiFi 2.4 Ghz is out of reach when it is seeing it and I am connected via my phone and my laptop to that network on the same frequency.

BTW your Customer Service clearly lack the understanding of how Network and RF work...

Andhanni

PS.  I hold a CISSP, CRISC, CTGA and not to mention several Cisco & Microsoft Certs.  So don't play the network game here 🙂

[Rich_Laue]

I setup my watch directly through the phones Bluetooth and ignored the wifi option.