Ionic- Fitbit OS 4.2.1 Firmware Update (72.1.9)

[FitbitCommunity]

Update 1/20/2021: The firmware is now released to 100%

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We've started rolling out Fitbit OS 4.2.1 Firmware Update for Ionic. 

We release firmware updates to all customers in phases. The update will be available to everyone soon, and a banner will appear in the app when you can install the update. If you don’t see the banner yet, check the app again later.

*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.

WHAT’S NEW AND FIXED

Read our help article for the latest updates. 

HOW DO I UPDATE?

Step by step instructions for updating your Ionic device can be found here.

We recommend updating your Ionic over a home Wi-Fi network as this can greatly reduce the time it can take to get set up. For more information on connecting your Ionic to Wi-Fi, check out this article. 

If you run into any trouble updating your Ionic we recommend reviewing these troubleshooting tips. 

[youhippy]

My Ionic is stuck on the installing part. There is 1/8 left of the screen to turn blue but it's been like this for the past hour....

Ionic is right beside the WiFi router, plugged in and the phone is right beside it too, just for good measure. 

[Taylian]

I received the "Sorry that we broke your device with our update. Since your warranty is expired, you would be out of luck, but to try and keep you as a customer, here is a 35% discount code" email. 

Tell me, why would I want to stay a Fitbit customer when they can't, and have never been, able to get their software updates working properly? Also, their resolution system is terrible. 

[youhippy]

I was just given instructions by fitbit chat to delete and reset my Ionic.

The below has now just completely killed my Ionic. It won't even turn on, 

On the device, hold all three buttons for about 10 to 12 seconds.
When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
When the device vibrates, release all buttons.
Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.

[LaGiLa]

Same here... Mine worked perfectly fine (bought in 2018) till it has recently stopped working... I can only see the time, it wouldn't let me see any other options... Is there anything we can do?

[LaGiLa]

My Fitbit Ionic worked perfectly fine (bought in 2018) till it has recently stopped working... I can only see the time, it wouldn't let me see any other options... Is there anything I can do?

[Roundylb]

Their advice has been useless in the past, also. Too bad they can’t just admit the the update(s) are the problem and work from there. Mine is looking completely dead also. My hope is that the battery will completely run out and then a recharge will revive it. This worked after the last update disaster.

Sent from my iPad

[LaGiLa]

So the instructions Fitbit gave you (to delete and reset my Ionic) have killed your Ionic? I followed the same steps and mine is completely dead as well! If we cannot trust the Fitbit customer service... What can we do?

[youhippy]

They quickly ended the chat when I told them the device was now unresponsive. 

'We'll email you with further details...'

The email basically tells me to do another factory reset, even though I told them in the chat that they had just killed my device. 

[Roundylb]

The usual chat response: here’s a list of possible answers; Shut your eyes and pick one.

Sent from my iPad

[youhippy]

e-mail:

'Your device has already been replaced. We can't replace it again.

Thanks for understanding.'

That was it. That was the email.

What top notch customer service. 

[Padzor]

wow, that's quite astonishingly awful.

[Benhazelgrove]

Email customer services they have replaced mine

Moderator edit: personal info removed

[Benhazelgrove]

Yes they did ask me to try resets but it is completely dead so agreed to replace. You could always try Twitter to get their attention. They seem to have dealt fairly with me.

Moderator edit: personal info removed

[McGregz]

@Benhazelgrovethis hasnt worked for me using their chat service. Whats the customer service email? Is yours under warranty?

[Benhazelgrove]

I sent a Twitter dm to them. The ionic is about 18 months old. But I described what had happened and kept saying it was ok until the firmware upgrade. They could see from my account it had been down loaded and since then hadn’t synced. Keep trying.

Sent from my iPad

[Roundylb]

Don’t have Twitter. I’m old (mid 70’s) and have enough trouble trying to figure out what I have now. Do you know if there is a working email that might be useful?

Sent from my iPad

[YojanaFitbit]

Thank you for sharing your feedback about this update. As mentioned before, if you are experiencing different issues with your Ionic please be advised to find a similar thread or post in a new thread, we want to keep this on topic. Which means anything related to non-firmware inquiries won't be addressed here. 

If you already have a case open for the issue that you're having with your Ionic, please keep communication open with our support team. Each case is different and we're sure that our team can give you a hand depending on the situation you're facing with your Ionic.

If you have issues after completing the update, try restarting the watch. and if you have any additional questions about your Fitbit device or services, visit help.fitbit.com.

[Chrisatsg]

Hi Fitbit, I want to answer your last sentence about cautionary and that you can make adjustments. Can you please do internal quality inspection and product/software release and don't let do this your valuable customers?

When I'm reading the responses to the current update I wonder weather only 1 minute and 1 usd was spent for quality ensurance? 

May be I can be lucky that my ionic is still alive and not died like it is the case at a lot of other customers. I'm wondering what happens in such a case in terms of warranty? Bad luck and personal problem for the customer?

Version 27.72.1.9

I have now the problem, that my ionic is vibrating every minute during exercise and didn't last today a ride for 3 hours with starting battery level at 70%.

Before battery was good for 5 days.

How is it possible to get rid of the update? This is my own item. I want to decide what and when I want to update it.

Now it's not useable at all.

Thanks for your fast response

Chris

[LaGiLa]

Just got his e-mail:

“Hi Luis,

Thanks for chatting with us regarding your Ionic that is not responding to touches.

Upon checking, we see that your Ionic has already been replaced on April 2019. With this information, we're no longer able to provide replacement for this Ionic since it's already been replaced.

We hope for your patience and understanding regarding this matter.  If you have additional questions about your Fitbit device or services, visit http://help.fitbit.com.

Sincerely,

Brian Pa and the Fitbit Team”

This is absolutely false. My Ionic has NEVER been replaced. I bought my Ionic in the USA (nov. 2017), I came back to Spain in 2018 and it HAS NEVER BEEN REPLACED since I have never had a problem (until your last update, which completely killed it). 

Please, don’t make up information and solve the problem. Otherwise: bye, Fitbit; hello, Garmin.

[debbgrif]

I did the update and was having many of these issues that everyone is experiencing....only logo showing, nothing showing...what have you.  I spent 3 or 4 hours starting, restarting, deleting the ionic and on and on and finally gave up.  Went to work the next day and came home and the watch was working fine.  When I gave up, I left it on the charger and literally gave up.  I don't know what happened but it magically started working.  I know put it down and hope it starts working again is not a good answer...I am more than frustrated with the response/assistance I received from the fitbit reps on here....but ultimately it did start working.  Like some have said, I will not make this update mistake again and will wait until it is 100% rolled out and will monitor all of the issues everyone is having and make sure they are resolved before I actually do the update.