Initial Firmware Update fails at 95%

[TangoNZ]

So just got my new Ionic and have tried to set it up. I have a Microsoft Lumia 950XL, and setup seemed to go well. Paired successfully, connected to Wifi (strong signal at about -45db) and then started its first update. It got to 95% and failed. Tried again, same result. Tried update over bluetooth but that said it was going to take over 200 minutes! Left it overnight but that also failed. 

Have tried the following:

• Removed Ionic from my account
• Removed bluetooth pairing in settings
• Restarted phone
• Restarted Ionic
• Started set up process again

Same result, update failes at 95%. Have done this about 5 times with the same result, always fails at 95% on download.

Further testing: have factory reset Ionic, connected to different Wifi access points, have tried using computer instead of phone (Windows 10 app)....but still the 95% download failure.

Is there anything I can do here except for returning the watch?

[USAF-Larry]

@TangoNZ, haven't seen that as a problem, so not sure what can be done about it. The tracker uses WiFi for the downloads, so not sure why it would quit at 95%.  Suggest you contact Fitbit Support so that they can help resolve this issue - be sure to tell them everything you did in troubleshooting it.

[SunsetRunner]

Hi,

I've the same exact issue.  Attempted to update my Fitbit IONIC many times since I received in from Amazon today, but every time the update failed at 95%.  It's very frustrating being a first time Fitbit user that I couldn't even get this device up and running.  Please keep me posted if you had any luck in making it work with 950 XL

[TangoNZ]

Yeah its frustrating all right. I've submitted a case to fitbit support and will let you know what they say. I've also restarted the update via bluetooth and its been going for about 7 hours and is only at about 30% downloaded!

[SunsetRunner]

Ok, I'll also try the Bluetooth way and see how it goes. I in fact started and it showed me about 1030 mins., really almost 17 hrs to get my $300 device up and running 😞

[TangoNZ]

Any luck with the bluetooth update? I accidentally closed my app so lost all my progress. Not going to bother starting again until I hear from support.

[USAF-Larry]

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@TangoNZ wrote:

Not going to bother starting again until I hear from support.

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@TangoNZ, have you contacted support regarding this?  If not, you need to as they won't respond to posts here.

[TangoNZ]

Yes I have. Submitted it yesterday but have heard nothing yet.

[SunsetRunner]

I started the setup last night using Bluetooth thinking that I've connected the Ionic to the charger, but when I woke up this morning, saw that the Ionic is out of charge.  I've started it again.  It's almost 9 hours now and I guess it may be at 35-40% over the Bluetooth setup.  I've switched it to my Windows 10 laptop as I know I can't keep my phone next to the watch for these long hours.  I'll keep you posted on how it goes.

[A_P]

Same problem here in the UK...firmware does not update. Left if overnight and it fails at the very end. I am thinking to send it back.

[SunsetRunner]

That's sad to hear.  At least I got mine up and running today.  Left it connected to laptop running the updates almost for 19 hours.  When I woke up this morning at 5a for a run, saw the Fitbit screen was filled with progress and the app showed 7 mins estimated.  I still didn't had hope of having it for my run, but after 10 mins, it completed installation and showed a success message.  Got my Ionic sync'd to my phone and took it for a run.  Email/txt/Facebook notifications worked.  Logged my run today and a workout.  Very excited to see it working after almost 2 days of struggle.  I wish Fitbit could make this initial setup really easy for all devices.  I'm waiting for the Fitbit Wallet to work on Windows 10 mobile device.

Overall I feel the quality is good, feels really very light.  I'll be testing it in the waters tomorrow when I go for a swim.  So, folks, just be patient until it completes the initial setup.

[gtazy]

i have the same issue. got my watch last night. Was trying all evening and over night and now at work over Bluetooth!

last night I got it to 96% over Wi-Fi on step 2 then it failed.#

with Bluetooth its currently saying 375 minutes (estimated!) and whilst this is updating (still on step 1!!!) I will probably have so great screen burn on my Lumia 950XL and ruined battery on the ionic from keeping it on charge for the last 15 hours!!

this is unbelievable isn't it? shouldn't it just be a 45 minute process at best with clear intervals indicating how long it will be? 375 minutes is a joke!

if I don't get this working today its going back! even my Blaze was easier to set up than this!!!

[TangoNZ]

It seems the Windows UWP app is just broken when it comes to doing the update. I ended up using my wife's Nokia 5 Android phone to do the firmware update and now its all working fine. Its now connected to my Lumia 950 XL no probs and is working. The update failed on both my phone and the using the desktop app. Fitbit please fix this!

[enwo]

I had to return the ionic watch I bought on 11/23/17. I have a 950xl and the update kept failing at 94%, step 2. I tried everything that TangoNV tried. I then called fitbit tech support. After 3 attempts by fitbit tech support, they emailed me a return label. They made it seem like it was just something unusual happening with my ionic. Now I find out it's a problem common to Windows users. If they had let me know that, I would have had one of my friends with an I phone or Android help me out. Fitbit received the watch yesterday. I'll get the new one in 5-7 business days and I guess I'll find a friend. Thanks everyone for letting me know that the firmware update failure isn't an isolated problem. I would have been even more frustrated when this watch failed to update.

[Drag77]

I have a lumia 950 and same problem:-(. I try to find a Android phone. Maybee is working.

[enwo]

Once I got my new ionic from fitbit, I was able to complete the firmware update on my windows 10 computer. See if Fitbit will replace your ionic if it doesn't update with ionic or apple. You might just have a broken ionic like I did. I've since found out that people with android and apple phones have had the same firmware update problems. Good luck 🙂

[TangoNZ]

My guess is the replacement ionic they sent you had a newer firmware version on it which doesn't have the problem, as after I did the initial firmware update on Android, the Windows app works fine.

Easiest thing might be to just get the replacement.

[Drag77]

I found a Iphone for inicial setup . After paired my Lumia 950 and works fine☺

Sent from my Windows 10 phone

[Mel-d-1953]

Same here, I have tried for over 20 hours in total with leaving it updating it all night to deleting and re-installing, nothing works.  And support told me to be patient it can take some time!!! 

[Mel-d-1953]

I have an I phone and I have expended countless hours trying to get it update, with NOTHING but failure.  A fitbit support person told me to be patient.  HA   Yeah, I feel that I have been very patient after at least 30 attempts and failures to get this resolved.