Ionic- Fitbit OS 4.2 Firmware Update (71.6.19)

[KateFitbit]

Update 9/3/2020: This update should now be available to all customers. If you have any difficulty updating, make sure you are following the directions in this article, and then provide as many specific details as possible in your post so that we can assist.

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We've started rolling out Fitbit OS 4.2 Firmware Update (71.6.19) 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

Release notes can be found here.

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 I recommend reviewing these troubleshooting tips. 

[DanielDean]

Hi,

Thank for the suggestion, unfortunately I cannot do anything with the IONIC since the update ☹ - not even change watch face.

Many Thanks

Daniel Dean

[robbijay]

@DanielDean Don’t you change it/install it from the phone app though? Might kick it back into life. Worth a shot

[05ballardb]

@DanielDean 

Just a quick question have you tried the hard reset feature by holding the left and the lower right button until the Fitbit icon displays?

I realised at one point it was asking for me to do a sensor calibration by connecting the charging cable and leaving the watch on a level surface with the sensors unobstructed.

If the screen isn’t displaying the calibration message correctly and is instead showing a blank screen I would try tapping the bottom left corner of the screen and trying to perform the calibration steps.

The calibration message should then disappear and it might solve the blank screen issue.

If you then try to force restart it and wait until it restarts it could potentially solve the issue.

However, you should be able to change clock faces through the Fitbit app as long as the Fitbit app is still syncing with the device.

Hope this helps

Brandon

[Brownsugarbair]

I can't get it off the Fitbit logo and customer service had me attempt a factory reset so now I don't even have the ionic on my app any more so I can't even try from the dashboard because it looks like I don't have any connected devices. I can't even get my old charge HR to connect. So sad 

Sent from Yahoo Mail on Android

[MyLIVY]

If the watch has a blank screen and unresponsive to the app, it is not possible to change the clock 

[DanielDean]

Hi Brandon,

I am unable to change the clockface, it will not allow me to connect to the fitbit to do it!

I have tried the hard reset and no change, the fitbit restarts but with no text displayed, all the icons are on the screen still though.
No time, no HR, nothing that involves showing numbers!

Many Thanks

Daniel Dean

[Brownsugarbair]

Hello and thank you. I did try that and do game the Fitbit logo but that's it. I haven't attempted to calibrate it so I will try that next. It never asked me to calibrate it but I'm desperate at this point. I attempted to hold all 3 buttons and quickly release the bottom right button when the logo disappears. After that it's supposed to vibrate, unfortunately mind never vibrated so I didn't know what to do after that. I'll let you know if I have any success. 
Sent from Yahoo Mail on Android

[Brownsugarbair]

I know that's the problem I'm having. I can't do anything. Just stuck on the logo and it's not even on my phone app anymore so I think I have to accept that it's dead. I'm just in denial. I didn't realize how dependent I was on this watch. 😞 

Sent from Yahoo Mail on Android

[05ballardb]

@Brownsugarbair 

@DanielDean 

The only other alternative solution I could suggest which might take some time is to leave the device on and wait until the battery drains completely.

When this happens the device should lose all connection information with your phone and it will be forced to shut down completely.

The easiest way to test whether it is completely drained is to try force restarting it when you think it has no charge left. If the Fitbit icon no longer shows when you try to restart it, leave the device for a couple more days to ensure there is no residual charge.

Once completely drained start charging the device and see if it boots up normally. You may have to reregister your device with your phone but it might solve the problem.

I had a problem with an old Fitbit device that had been disconnected from my account and this solved the problem, but I am not 100% sure this will solve the problem for the Ionic.

I hope this helps

Brandon

[SBien]

I completed the new update on 9-3-20. Since the update my ionic will not sync to my phone. The time is not right either. Before the update I didn’t have any problems. Today, 9-5-20, I looked down and it just had the Fitbit logo on the screen. Please advise. 

[Velvetfog]

Similar to other people in this topic, I’ve experienced many problems since I updated the software. The biggest problem for me is that my time is off. Since telling the time is the primary function of a watch, this is a major issue.

I have followed instructions resetting force quitting, and basically performed IT problem-solving techniques, but to no avail. i’m currently not using the watch since the time is consistently off no matter how many times I fix it. I hope that somebody can come up with a fix on this since, as someone said, this kind of behavior for a $300 watch is unacceptable. Maybe it’s time to move to an Apple?

[cmteo124]

Mine is totally gone.  Had chat with support who promised to get back by end of day.  Still waiting.  Another 6 hours will  be 24 hours.  Hope for some good news

[GeneSD]

So I did the update yesterday and all went well, then I noticed the time was off and that my Ionic no longer connected to my iPhone 7+. I have restarted the phone, uninstalled/reinstalled the app, and tried to reconnect the Ionic to the iPhone 7+. I have shut down the Ionic and restarted it and it still won't connect with Bluetooth to my iPhone 7+.  So now I have an Ionic that doesn't keep time correctly and won't sync/connect to my iPhone 7+.  We deserve an explanation from the lead developer who decided to release a firmware without properly QAing it across multiple configurations. As a Software engineer, this is completely unacceptable. Most peoples Ionics will not be upgradable to a new firmware fix because they cannot connect to their device running the app which published the firmware. Just another update: I tried to install the app on my android device and go through the setup for a new device and it appears that Bluetooth does not turn on consistently for the Ionic.  This would explain most of the issues users are having since the device won't sync or loss of Bluetooth would also interrupt the device update. I even tried to pair some Bluetooth headphone and the Ionic does not even see them.  So Bluetooth is the area I would be looking into for the main issue with this firmware update.

[DanielDean]

I see no other solution than Fitbit replacing everyone’s Ionic. If they refuse then I feel a lot of people will walk away from Fitbit and maybe go to Apple. Many Thanks

Daniel 

Moderator Edit: Personal info removed

[d_man1212]

Good day,

I've had this issue with my Fitbit Ionic for a couple of weeks now where it would intermittently stop measuring heart rate. This would occur on walks, when sleeping, when working out, and when at rest. This has occurred before and after the firmware update so I don't think the issue is software-related. I've done everything short of a factory reset that is recommended by Fitbit. I've only had it for three months so it should be covered under your warranty and I would like to get it repaired but can't find out where/who to contact.

[Brownsugarbair]

Exactly and with the ionic now being retired we are pretty much out of luck. I'm very doubtful that Fitbit is going to do anything. I can't even get one of my old Fitbits to connect because it is asking me to update the firmware. So frustrating. I had to use map my run the past few days to track my runs but that's about it. 

Sent from Yahoo Mail on Android

[DanielDean]

If they don’t do anything to rectify their balls up then I am done with Fitbit. Apple Watch will be my next purchase. Many Thanks

Daniel 

Moderator Edit: Personal info removed

[Brownsugarbair]

I'm already looking for another option. This isn't new for Fitbit. Not sure how they genre been getting away with it for so long. 

Sent from Yahoo Mail on Android

[Beachbum2D]

Problem seems to be, that each update, creates new problems.

The cynic in me says, if they screw up the Ionic updates enough, then everyone will move to other devices and in the end Ionic becomes a non-issue for them and they can concentrate on their new devices.

I mean, how long did it take before the O2 sensor started to be used and even that only work whilst you are asleep. Other manufacturers rolled out the sensor after Fitbit did, yet managed to get in it use, before them and for uses, that most atheletes want e.g. during exercise.

I will stay with my Ionic until it dies, or Fitbit manage to kill it, but it will be the last I ever buy of theirs.

Each Firmware rollout has numerous issues impacting multiple cusotmers, maybe if everyone just emails the CEO & Google CEO, they would take the issue more seriously, but having seen the seemingly ignorance of the company as a whole towards customer satisfactions, I doubt it.

I actually feel sorry for the Customer Help team, they have to try and placate the customers, with virtually no support from the Company itself

[Matt17H]

My phone can’t find my Ionic. I tried restarting phone, restarting Fitbit, turning Bluetooth on and off, I’ve even reset my ionic to factory settings. I now try and set up new device and I can’t. Can you please help as this is quite frustrating.