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. 

[SunsetRunner]

I also experience problems with my Ionic after the firmware update. It does not measure heart rate, sleep and I no longer receive notifications. 

Edit: I do receive notifications on the screen, but my Fitbit does not vibrate.
And it does measure heart rate occationally, but way off. My heart rate is ususally around 60 beats pr minute, now it is varies between 70 and 100 when i sit still.
It does not register any sleep at all. I have not slept for days, according to my Ionic. 

[DrYool]

This problem with your Ionic's display is not dissimilar to what I've got. I get flickering, dimness, what looks like an interlacing problem, and latency issues (basically shadows of previous information). I'm going through the support but it's useful to hear your experiences - you're a bit ahead of me. Cheers!

[Dinzarelli]

To everyone who has issues, I have the same and I’ve been told by support that it’s just one of those things. I’m out of warranty and basically, I have to buy a new device to replace the broken ionic, despite it being down to faulty firmware.  There are many users who are out of pocket now because of this firmware.  But hey, it’s one of those things..

Moderator Edit: Formatting

[Don2121]

That's disappointing to hear, i recently got a prompt to update to the latest firmware which also made my Ionic a glorified paperweight, touchscreen no longer functions correctly, no heart rate monitor, steps not tracking.

The watch worked perfectly before the update.

After some troubleshooting on the live chat i was emailed and offer for a replacement or discount off a new device from the store (not the latest models), I've taken the replacement, will be interesting to see if it ships with the latest firmware or if i will have to risk another update...
My devices was 16 months since purchase

[Maggiemae930]

After the update, I am now unable to get steps when I ride my recumbent stationary bike. Ionic counts my walking steps but not my exercise steps. I have always manually logged my ride with no problem. I had a chat with Fitbit regarding this after the last update, and he suggested I just click on the bike in the exercise tab on my watch. I did that and it just went in circles, with no step being counted (I rest my hand on my leg to get steps). When I looked at my dashboard it showed bike, elliptical, and bike with no steps counted anywhere. I don't ride an elliptical. 

This is soo frustrating because I'm not meeting my goal anymore. What do I do to fix this?? Thanks!

[zulgal]

Since the last update of the hardware, I have a problem with the operation of the bluetooth. by synchronizing my fitbit ionic. it also shows incorrect time. i tried everything but just my ionic went crazy. on the other hand with my fitbit blaze everything is fine. Do something to fix the errors on the last update.

[MclovinDaPuncak]

Exactly how can I do any troubleshooting of any kind without having the ability to see anything, at all, on the screen of my Fitbit? Oh, the steps say to complete a factory reset. Good idea. Except I did that and the screen is still blank, no text, just a little sliver of light at the top of the screen. Which is worse than what I had before I did the reset and had just a single green virtical line in the center of the screen that faded to black. I like that you say "each situation is different" when clearly the people posting these issues are repeating the same issue. You may want to read these posts a bit closer, otherwise people may start to think you are a bot.

[Adamgnorfolk]

I did update and now watch screen not working. No clock faces will appear and doesn’t appear to be showing any step, heart beat etc data on watch.....help

[Vilda007]

just.... WELCOME in our club! 😄

[MSDK]

Dear Fitbit

As many other users have already reported, my Ionic was FRIED by the firmware update. It worked for 1 day, and then the screen went blank and does not respond to resets or anything else.

I find it extremely worrying that you knowingly have continued to release this update to customers despite the continuous reports in this thread immediately after the release mid August that the update could cause the Ionic to crash completely.

This shows to me that you have no care for your customers. You just expect them to buy a new product, if something goes wrong.

The continuous updates in this thread from your support team shows that you are not taking responsibility for this systemic error that has caused many of your customers to not have a working watch anymore, as you continue to say it is a user specific issue.

I would expect more from a company that is soon to be acquired by Google.

I expect that you take responsibility for this and will compensate all us (loyal and valued) customers for the disruption of service that you have caused.

I look forward to receive a new fully functional Ionic from you.

Thank you,

Morten S

[MyLIVY]

@MSDK 

Well said

[Kovin]

I agree with everything except your claim for a new FitBit device... I just want my money back to go & buy a different brand - 3 Years of frustration means I'll never buy, wear or even recommend any of their products again...

[YojanaFitbit]

@Snoopy1000 and @SunsetRunner welcome to the Fitbit Forums. Thank you for reporting the issues with your Ionic. Please confirm if you have followed these suggested steps: Why don't I see sleep stages today? and What factors can affect my heart-rate reading on my Fitbit device? You can also try to restart your Fitbit with these steps: How do I restart my Fitbit device?

@DrYool thank for sharing this information with our support team. I've noticed that you got a response via email, please keep communication open with our team. They will help you out with this.

@Dinzarelli your feedback has been sent to our team. You can check more details here. For more specific detail please check with our customer support directly. Sorry about this inconvenience with your Ionic.

@Don2121 nice to see that you're digging into the Fitbit Forums, welcome. Thank you for sharing your feedback about your experience with our support team. You can read more about Fitbit updates here. 

@Kovin have you checked with our support team? I can request a case on your behalf if you need it.

@Maggiemae930 thank you for trying the suggested steps and for contacting our team. You will get a follow up email shortly. 

@zulgal welcome to the Fitbit Forums. Please confirm what model of phone you're using to connect with your Ionic. Did you tried the suggested steps here too?

@MclovinDaPuncak and @MSDK thank you for confirming the steps that you've tried with your Ionic. I've requested a case of your behalf, you will receive a follow up email shortly.

@Adamgnorfolk nice to see you around, welcome. Thank you for reporting this issues with the display of your Ionic. Please try to restart your Fitbit with these steps: How do I restart my Fitbit device? If you Fitbit is syncing with your phone, try to change the clock face. Is it able to charge?

[MclovinDaPuncak]

[Beware]: Just a word of warning to all the users having the firmware upgrade issue. Do not complete a factory reset! If you are requested to it will remove any evidence that the firmware was applied to your device and Fibit will claim they have no way of knowing the firmware was the issue. What a scam! I talked to support and was told that because a factory reset was done it wiped my device from their records and my proof was gone. "We can offer you a 35% discount."

Moderator Edit: Formatting

[JayCee199]

Hi.  From your update to this message stream I understand that I should have received an option to update my Ionic's firmware. Is that right? I ask because the banner hasn't appeared as mentioned. I've tried deleting the Ionic and then reinstalling it but that didn't do the trick. I've checked everything else (e.g. All day sync is on, battery fully charged etc) as mentioned but still no joy. Any advice would be very much appreciated. Thanks 

[Claudiup]

Touch screen and alarm doesn’t work after the firmware update. Resetting won’t fix the problem.

[SunsetRunner]

Garmin watch arriving Tuesday. Completed the firmware update, now my Ionic holds a charge for less than 2.5hrs as opposed to 2.5 days.  Heartrate monitoring stopped working as well. Contacted support and the resolution is a 35% discount to purchase a new watch...there is no fix so if your battery is draining fast after the update you're probably out of luck.  I get electronics aren't expected to last forever, I am at 2.5 yrs.....but sad when you have a good, perfectly functioning watch that is lost due to the company's software update...doesn't inspire me to try another Fitbit product.   My wife had her Ionic for only 1.5yrs before it broke as well, she's on to AppleWatch.

[Vilda007]

Colls, I just got the offer either to get the replacement Ionic -or- to get 50% discount on some new Fitbit device.

I went for a replacement. Let's see how it will end up...

[YojanaFitbit]

Hi everybody thank you for sharing your feedback about your Fitbit experience. This information is really helpful to us to improve our products and services.

@JayCee199 welcome to the Fitbit Forums, thank you for sharing the steps you've tried to update your Ionic. I think that you can wait for another week since most of users already received this update, I think you should receive it as well shortly.

@Claudiup nice to see you around. Our team will check what happened with the display and alarms of your Ionic. Please wait for a follow up email.

[SunsetRunner]

@YojanaFitbit 

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@YojanaFitbit wrote:

@Snoopy1000 and @SunsetRunner welcome to the Fitbit Forums. Thank you for reporting the issues with your Ionic. Please confirm if you have followed these suggested steps: Why don't I see sleep stages today? and What factors can affect my heart-rate reading on my Fitbit device? You can also try to restart your Fitbit with these steps: How do I restart my Fitbit device?

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I have tried all of the above. Notifications still does not work. 😭 And heart rate measurement is still way off. 😭

Sleep recording worked this morning. Yay. But according to fitbit I have had three sleepless nights, not only missing sleepstages, but no sleep measuring at all.