Ionic firmware update difficulties

[SunsetRunner]

Hello, I purchased my Ionic Sport in August 2018. Around a month and a half ago I started having problems with missed steps and sleep count. I did the usual steps to reset the watch ie: manually turning off/on, restart Bluetooth, charging it full on every time, and never letting it get to zero battery. I repeated these steps until I thought I the problem was gone. 

Then there was an update sometime in March. I went to put on my Ionic Sport and noticed the error: (a large red X appears above) Data not cleared. Sync and try again. I tried to sync, but it would clear, give me the Fitbit symbol, and go back to that screen once more.

I have tried syncing it thru the app and PC a few times and deleted the app on my phone and reapplied it to see if that would work. Alas, it did not. Please inform me on how to proceed. Thank you.

Moderator edit: Subject and format for clarity 

[RicardoFitbit]

Hi @SunsetRunner I'm happy to see you again in our forums, let me help you out with your concern.

Let me share with you that error message you received is because the firmware update on your Ionic device failed. Occasionally a firmware update will start and stop or otherwise fail just as you're currently experiencing. For best results, leave on all-day sync and remove other Fitbit watches and trackers from your phone's Bluetooth settings.

Before you begin the firmware update, plug your watch into the charger. Make sure your watch is in range of your home or work Wi-Fi network during the update. If you continue having difficulties, I recommend you to check: Why can't I update my Fitbit device? to move forward with some troubleshooting steps. 

I'll be here if you need anything else, please keep me posted. 

[SunsetRunner]

This is not a solution as the watch is stuck in "DATA NOT CLEARED SYNC AND TRY AGAIN" mode. I have reset the Ionic manually and tried doing what you said. It's not working. It won't let me sync at all.

[RicardoFitbit]

Hey again @SunsetRunner thanks for your reply and update. My apologies for the delay in responding.

First, I'd like to appreciate your patience and effort troubleshooting this matter with me. That said, I want to suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please follow the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. 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). 
3. When the device vibrates, release all buttons. 
4. 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.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Let me know how it goes, looking forward to your reply. 

[SunsetRunner]

Thank you for your reply. That is exactly what I have been doing. I have absolutely no access to anything on the watch now. Just the manual reset which takes me automatically back to the screen on the Ionic with the red x. It doesnt allow me to go beyond there no matter what I do. The watch is within warranty. Bought August 2018 (have reciept). Thank you.

Sent from Yahoo Mail on Android

[RicardoFitbit]

You're welcome @SunsetRunner, it's always a pleasure to assist. Your reply is appreciated. 

Thanks for troubleshooting your Ionic with me. I'd like to let you know that I've notified our Support team about your firmware concern to receive further assistance with them and provide you with some options for a resolution. That said, I suggest you to keep an eye to your email inbox, they'll be contacting you soon.

In the meantime they contact you, let me know if you have any additional questions I can assist you with.