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. 

[PaulAvo]

Fitbit being responsible for our Ionic's malfunctioning after the latest glitchy firmware update, should morally do something positive

about this. They should at least provide the option to roll- back to the previous version.

[PaulAvo]

I am in the same predicament as you. Two year old watch worked perfectly before this latest firmware update. They could at least provide the option of a roll-back to the last release to see if it would rectify our problem. There is no faith in the product if you cannot get a little more than two years out of it. I could accept it if the battery finally gave out but mine was still charging well and lasting at least three days before recharging. 35% discount offered on a new watch is hardly compensation

[YojanaFitbit]

Hi @PaulAvo thank you for adding your comments! I've sent your request to our team, at this moment we don't have that option but I really appreciate your time and effort to troubleshoot your Fitbit. If you need more details about your warranty options, please keep in touch with our support team. They will be glad to check this with you.

I’ll see you around the Community!

[molly227]

Ok. And how do I contact support? The “help” article was not and there is on link there for support. On the app support links to Twitter. I don’t have a Twitter account.

Sent from Molly's iPhone.

[LeaderSmall]

Molly227, click the help button and you can chat with one of their specialists virtually.  Most likely, they will give you the same reboot sequence we have all tried many time.  Some have had success and others it has failed on.

[YojanaFitbit]

Hi @molly227 thank you for getting back. As @LeaderSmall mentioned above, you can chat or call our team as well. Click here to get connected. Remember to connect from a different device, so you can troubleshoot your phone too in case that you need it.

[Pippin4995]

I am very disappointed with this update. I updated to the newest version when I could and it preceeded to cause my fitbit and phone to no longer sync up with each other. I had to delete the app and log back in multiple times. 

I contacted Fitbit and they established it was an issue with syncing and sent a new Versa lite to me, which they assured me wouldn't have the issue because it is not a device issue eith syncing. I got the new versa lite and it was not up to date yet but worked wonderfully. Now it does not work with syncing and I am having the same issue as before. 

If I had known I would have the same issue, I would have gone with a new one at 50% off but now I can't and I am heavily considering switching to a different brand of Smartwatch. 

FIX this bug! 

[PaulAvo]

I'm sorry for your frusrating problems. Everyone is having the same
problems.
The reviews on the 'Fitbit' playstore download has a long list of
complaints.

Fitbit have finished my 2-1/2 year old Ionic off, which would have had a
lot more life left in it - it had a 100% battery charge. I have had long experience

with hardware & software; unquestionably it is their firmware at fault.

Advice for those that have a Fitbit over two years old - DO NOT download
future updates; it is known that many firmware/software updates can weaken
the hardware. 'If it 'aint broke - don't fix it' is the slogan. It's about
time Fitbit gave their software development writing team a shake-up & and
got onto the 'Asian' manufacturers to revamp their tired hardware.

I have a charge 2 which is running perfectly (without any firmware updates)
however, I have decided never again. I am selling the charge 2 and quitting

'Fitbit' for good - to the shouts from my family of 'Traitor. I have managed to

secure a very good deal for an Apple 6 with a free Apple care policy.

It's a sad day, because I like the 'Fitbit' app.

[YojanaFitbit]

Hi @PaulAvo and @Pippin4995 thank you for sharing your feedback and comments about what happened with your Fitbit Ionic. As mentioned before, Fitbit is really interested on giving you more choices and features, that's why we keep tracking your comments and feedback about this specific update.

Sorry about this inconvenience, I understand where you're coming from but at this point we trust in our support team and the resolution they provide to each one of our users. If you've already checked the basic troubleshooting steps for syncing and battery issues, please keep in touch with our team so they can keep assisting you. Visit this page if you need more details about Fitbit warranty.

Thank you for your understanding. 

[jimsus]

could you give us some idea when you are going to fix the GPS issue, its been 2 months and still no fix, all was fine until this update.

losing confidence in a product I loved using and looking at a different company now.

[OffRoad-MTB]

Same, 2nd Ionic wrecked by their firmware update. GPS no longer works. Was working fine until the update and now its doesn't.. Response from support tough your now out of warranty!!!

[Roundylb]

Well said, brother!

Sent from my iPad

[OffRoad-MTB]

Comments deleted by Moderator again asking me to only converse in private DM in their own environment and to their agenda... 

[YojanaFitbit]

Hi @jimsus and @OffRoad-MTB thank you for reporting the issues that both are having with the GPS feature on your Ionic. I really appreciate your feedback and all the steps that you've tried to fix those issues. But if you've already checked the steps in our help site: Why isn't GPS working on my Fitbit device?, it's best that you keep communication open with our team. They will be checking what is the next step in your case. 

I recommend posts stay relevant to the thread's subject, be productive, and follow our Community Guidelines.

Thank you for your understanding.

[OffRoad-MTB]

Hi YojanaFitbit,

I understand that you are trying to be as helpful as possible however the suggestions you make are basic, and Support, whom I am already in conversation with have been through all of those, including the 'Factory reset' which I have performed.

Support have been very helpful and reactive; I have no problem with them. What I am incensed with is the repeated failure of Fitbit to support your userbase who are directly affected by updates, firmware or otherwise that 'break' working devices. This is the 2nd Ionic that has been 'broken' by an update and now thats it's out of Warranty I'm being cast aside with the "buy a new one".

>From all counts and the reviews that I sent you I can see that there is a warranty longevity to these newer devices in that fitbt can send out an update that will render those inoperable in some form. Also that they are not serviceable, repairable outside that warranty seems extremely bad practice..

Regards
Neil.

[jimsus]

Hi Yojana, I understand what you are saying here, yet my point is related to the last update and how its caused my Ionic to stop working it is worth letting other Ionic user not to update until this issue is fixed, if you look at most of the threads on the Ionic page you will see its not just me but 1000's of Ionic users who are suffering from this latest upgrade, I have done everything your support desk has asked and still no joy, the GPS does not connect, I have been offered money off a new Fitbit , my point is why should I pay for a new model when it was Fitbit who broke my last one, I have now changed to Polar who still support models over 10 years old with updates and patches as the customer is the key to keeping your business.

[jimsus]

Ive replied direct to her message too.

[Jillegos]

This update killed my ionic... now it's stuck in a power loop, won't fully shut down or hard reset. I spent hours with customer support troubleshooting and was unable to reconnect my tracker. The rep was kind enough to contact the warranty department who informed me that since my tracker was purchased in 2019 they would be unable to replace it. They offered me a 35% discount on a new device which would be generous if the tracker had been damaged. However, the tracker had been working perfectly up until the firmware update yesterday evening when I contacted customer support.  It's very disappointing that a piece of equipment that I have taken great care of, kept in a protective case, and used everyday is now not working because of a software issue that the company is not willing to cover.  These are expensive pieces of equipment, and I have been a fitbit owner and member since 2012.  This happened to my Charge, Versa, and the original Ionic I received in 2019, all of which I had to  replace.  After doing some research and reading the forum I fear this may be an issue owners are faced with to force the purchase of a new tracker, when in actuality they should last several years. It seems the Ionic is no longer offered on the website, and the tracker most comparable to it is the Versa 3 which will set me back another $150 with the 35% discount, not including the $60 warranty leaving me even more disappointed. 

[Jillegos]

This happened to me as well. Seems like their way of forcing people into purchasing new equipment. I'm extremely dissatisfied. My tracker worked perfectly until the update yesterday evening, now it's stuck in a power boot, won't power down, and cannot hard reset.  It's very disappointing that a piece of equipment that I have taken great care of, kept in a protective case, and used everyday is now not working because of a software issue that the company is not willing to cover. 35% would be generous had I damaged the tracker, but it was their software that killed it, and I feel they should replace it. 

[YojanaFitbit]

Hi @OffRoad-MTB  @jimsus and @Jillegos.  I'd like to give thanks for the feedback you've provided towards our product. Rest assured that our engineers and product development team use this information to further improve our products and services.

Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. At this point, we are taking care of each case individually. As mentioned before, our team is working with each user to give the best resolution according to each case. 

Your patience and understanding is truly appreciated!