Ionic Firmware Version 70.7.14 Bugs and strangeness...

[FLAJIM]

I've owned my Fitbit Ionic since just after it first came out.  At some point (3 months after my year warranty), it would no longer take updates.  I spent DAYS on the phone and email with tech support but got nothing.  The last support person on the watch said there was nothing we could do and I needed a new phone but they'd offer a 20% discount on a new watch.  I was angry because the watch just wasn't that old.  Then soon after, it stopped tracking my heartrate (it would do it seemingly randomly, even though I cleaned the sensors.)  It also stopped telling me the weather...  odd.

Regardless to all this, I took it upon myself to get current with the OS one way or another.  Here's what I did:

1) removed Ionic from iphone bluetooth

2) removed Ionic from Fitbit app

3) performed a factory reset from the WATCH in Settings --> About --> Factory Reset.

4) setup the watch as new

5) performed update after update

I managed to get all the way to update 70.7.14.  However.  Here is a few problems:

1) Health - It no longer tracks my heart rate at all.  It's just two gray dashes under BPM.

2) Steps - It said (currently at this current time) I have 16 steps for the day.  I do more than that going to the bathroom.  It's obviously no longer tracking steps (worth anything anyway).

3) Calibration - Now it keeps asking for a calibration but it can never actually complete it.  I've done everything including removing the wristbands, turning on lights, putting it on its face...  nothing.  It asks about it all the time.

4) Update - The iPhone says there's an update from 70.7.14.  It supposedly downloads, installs (I get a green screen with the Fitbit logo (not a checkmark) but it's still the same version and then two minutes later it announces that there is an update...

5) Screen Wake - Although I set this for Manual (Button), it still wakes on motion and drives me nuts at night.  This also helps to kill the battery.

6) Battery - I can't peg this to 70.7.14 but I do know my battery only lasts 2 days MAX.  It used to last a WEEK!

I have all the neato wizbang things such as the clock face swap and Starbucks but the bugs make the watch nearly impossible to use.  At this point it IS just an electronic watch... (for as long as that works)  I would likely be better just factory resetting the watch and never updating.

My equipment:

iPhone X - OS 13.3.1

Fitbit Ionic - OS 27.70.7.14

I just don't want to spend another week on the phone trying things with tech support only to have them tell me I need a new watch...  That is unacceptable.

[SilviaFitbit]

@FLAJIM Welcome to the Community. Thanks for taking the time to share your experience with your Ionic. 

I appreciate the troubleshooting performed and the details mentioned. In this case, the best recommendation will be to create a case with our Support team, they will continue assisting you. Rest assure that each case is reviewed individually and the option provided is based in the Fitbit Warranty. Could you confirm that you want me to create a case on your behalf with our team? 

Keep me posted. 

[FLAJIM]

Yeah Silvia, that would be great if I wanted to spend ANOTHER two days on the phone with them trying things endlessly that I already have tried with them on the phone prior.  I was hoping someone in the community could assist and at the same time let you (technical support) know that the new OS does indeed have problems.  Much of what I listed is appearing in other places as well.

Final question.  Is there an update currently available beyond the 70.7.14?  The watch perpetually asks me to update and appears as though it does (green screen with the fitbit logo) but nothing ever changes and then a couple minutes later it asks you to update again (the version never changes).

[SilviaFitbit]

@FLAJIM Thanks for getting back. 

When I create a case on your behalf, I will let my team know the troubleshooting you've tried therefore, you won't need to perform it again. 

The latest firmware update for Ionic is 27.70.7.14. It's pretty weird that you're receiving the update message on your Fitbit app. 

Keep me posted. 

[Leo59]

Silviafitbit

There seems to be a problem with the latest update as my Ionic is doing the exact same thing as this gentleman's. And it started just after this update 

[SilviaFitbit]

@Leo59 A warm welcome to the Community. Thanks for the details mentioned. 

I would like to clarify the issue you're experiencing because the previous user mentioned he's having more than one. Also, could you let me know the troubleshooting you've tried? 

Keep me posted. 

[nafnik]

Same here . kept on receiving 'please update tracker software'.

Already on latest version 

[SunsetRunner]

seriously problematic firmware. 

& seriously problematic customer service.

My ionic is also on this cursed firmware.

It cannot shut down properly. (Known problem which fitbit doesnt acknowledge)

Many users complained that if factory reset it will go into loop. Scary.

My ionic is giving false heartbeat readings even when im not wearing it.

Sometimes as high as 150 BPM and beyond. lol. And it detects sleep when there is none.

I emailed Fitibit and they asked me to reset. I told them many users complaining reset will cause their watch to die so if die will fitbit replace for me? they basically wash hand as said that they will check later. Hahahahaha! Die first then will talk. I am amazed at such low quality of customer service. 

Good luck solving your problem. Dont this it is the only problem that will go unsolved. 😞

[nafnik]

This is happening on numerous user’s Silvia. Please rectify soon. Thanks 

[Golfgalsd]

I went through something similar with my original Ionic. Tried every legitimate suggestion I could find. Then the service team told me because I’d don’t all that trouble shooting, they couldn’t do any thing except give me that discount if I bought another one. Stupidly I did and approximately 2 years later, here I am with all data except my clock face gone.  I’ve given 2 Apple watches as gifts to college students who use many of their features and both are doing really well after 3 years.  Think it may be time to buy one for myself. Good luck. 

[nafnik]

My ionic stopped syncing this morning and now it can't even be found in Bluetooth list of devices. Already factory reset and now phone can't find the watch. It seems like the Bluetooth is dead on the ionic. I am moving on. Will try to get refund. So sad. 

[SilviaFitbit]

@nafnik It's nice to see you on the Community. Thanks for the troubleshooting tried and the details mentioned. I would like you to provide me with a screenshot of what you're seeing on your app. 

Regarding the syncing issues you're experiencing, please try the troubleshooting posted in this article. 

@SunsetRunner Welcome to the Community. Thanks for the detailed information shared. I've shared your post with our Support team and they've mentioned you already have a resolved case with them.

@Golfgalsd Hey there. Thanks for the troubleshooting tried. Each case is reviewed individually and the option provided is based in the Fitbit Warranty. If you have any question about the option you were given, you may want to reply back to the case that you have. 

I'll be around if you have any additional questions. 

[SunsetRunner]

I'd like to put things in perspective. While my issue was resolved, I must question the quality of the latest firmware as I believe many others and soon myself will be going through the same issues again. I hope that fitbit is able to rectify the issues in the current firmware and push the update out as soon as possible.

[FLAJIM]

Ok, I stopped wearing the watch.  Why you ask?  Well, it stopped:

1) tracking my steps (kind of the entire reason I wear it)

2) tracking my heartrate

3) tracking my sleep (related to heartrate)

4) KEEPING TIME.

Yes, finally it randomly doesn't have the right time (and I mean by HOURS) even though it's almost always near my iPhone to sync (and it's set to sync all day).

I may try resetting to factory and just leaving it but honestly, at this point I'm well beyond frustrated.

[mmcvball]

My Ionic started having issues today. Would only sync manually, then not syncing at all. After chatting with 3 different people they said to factory reset only to find out that my phone would not get thru setup.

I had tried everything with both my Pixel XL and my Samsung tablet. It could not find the Ionic. I figured I had a paperweight device.

Out of panic, I tried it with my old iphone. It somehow found it but it does not sync after setup. Both my android devices fail to find it still. 

However, I can pair my headphones to it. So frustrating knowing that's out of warranty and that Fitbit wants to offer 25% discount towards a new device.

[wir0s]

Screen Wake - Although I set this for Manual (Button) - how long will we wait for this error to be corrected?

[FLAJIM]

Sorry WIROS but that’s been happening since the update and I’m not sure if Fitbit has any desire to fix it. Get ready for new and exciting things to happen.  And buy new in exciting I mean your watch me stop working altogether. I know my battery lasts a day now

[FLAJIM]

Sorry folks, I entered that last post via my phone and somehow I must have fat thumbed the "chose best answer".  Turns out you cannot UNchoose best answer...

[FLAJIM]

So this is from my Fitbit Ionic.  Can someone explain how I burned 827 calories (27%) with ZERO steps, ZERO exercise and ZERO floors?  It's these kind of bugs that we, the users, are talking about!  It's unfortunate that the standard canned response is that there are no bugs, it's stable and everyone is happy.  I know they're also sorry I'm really the only person having issues of this type.

[JulieC-Mi]

My Fitbit Ionic which has worked beautifully since I got it, also randomly stopped tracking steps last week. I updated it and now it is a state of perpetually wanting me to update, won't calibrate, won't track steps, etc.

I have read all of the community posts (my situation sounds extremely similar to so many others), followed recommended troubleshooting techniques and also performed a factory reset. Totally disgusted. Why release a firmware update that is so riddled with problems? 

Yes, my Ionic is out of warranty. Yes, I want it fixed - this is your problem, not mine. No, I will not pay a dime or purchase a new Fitbit.

~Julie