Ionic firmware update failed

[Adam1304]

my new ionic wont update, after pairing-sync with phone(no usable as nothing on fitbit), show update to os3, do all 3 stages to update(connecting, downloading,updating)but on updating always hang, iv seen only main blue logo flashing every 15s or red X or data sync error. Iv try everything what i found on forums(hard reset, new account, other phone(no way to update through PC as pc app wont support Ionic:( ), my wifi, neighbour wifi, 3G, 4G(as hotspots from diferent phones), Bluetooth, i fighting with this over week. Always ask to try diferent way/again/bluetooth. Any solution? how to make this to work? phones used: samsung s7, huawei p10, galaxy tab s2, ionic show firmware 27.20.16.23

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Adam1304 let me give you a warm welcome to our Community and help you out with your difficulties. 

First, I would like to appreciate your time and effort troubleshooting this matter prior posting, thanks for your patience. Let me share with you that occasionally a firmware update will start and stop or otherwise fail. For best results, leave on all-day sync and remove other Fitbit devices from your mobile device 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 the firmware update fails, you'll receive the red X or Data sync error just as you stated on your post. Therefore, you can follow the troubleshooting steps from our help article: Why can't I update my Fitbit device? 

Let me know how it goes, I'll be here if you need anything else. 

[Adam1304]

Thank you for fast answer. so far iv try to make ionic to work for over 8days, even during weekend when im in home and both devices left on charger(loosing phone for whole weekend) iv land with main fitbit diamond blue dots flashing every 12-13s(left like that for 15h), or red X, iv learn how to reset this after as there is no sync after attempt of update and device is not visible to any phones(without hard reset), after reset iv landed with notification to do update again, reinstalling app or changing account, forgetting wifi/bluetooth always bring me to factory state asking for update to os3/updating tracker. iv spend to much time so far and im to frustrated now. iv read several forums and most of them are not really pro Fitbit.....if this wont be solved shortly definitely i would request refund this and never recommended Fitbit to anyone. Any way your help topic about restarting is incorrect(2 bottoms restart is not an option in Ionic) need to be done 3 bottoms restart with libration after releasing bottom right one. regards

[RicardoFitbit]

Hi again @Adam1304 thanks for your reply and update.

Thanks for attempting the steps that were mentioned in my previous post. I’ve reached the limits of what I can do for you here on the public Community Forums so I've contacted our Support team on your behalf to look into this concern further. Please keep an eye on your email inbox for their contact, they'll be in touch with you soon.

In the meantime, let me know if I can do anything else for you.

[Hundpiss]

I'm having exactly the same issue. I've now tried for over a month to update my watch so I can use it but it just doesn't work. 

My Ionic (v. 27.20.16.23) stopped working as I was sleeping during the night between april 22-23rd. I woke up to my watch displaying the blue diamond shape. I've tried everything suggested on forums and help sections.

As of yesterday my watch won't even come up in my list of bluetooth devices, but it will still sync with the FitBit app so it appears to have a signal.

I have also at 3 different times got through the whole update and finished with a "Your Ionic is up to date!" only to be back where I began in need to install the same update.

I don't know what else to do, I'm not happy about not being able to use something I paid SEK5.500 for...

Please, if possible, direct me to someone that can help with this or suggest a solution that isn't already in the forums and help sections.

Thank you

Moderator edit: Format 

[Adam1304]

sorry to hear that, in my case i never got info about successfully update:) my case is in progress with replacing my device, iv open case and got reply from fitbit support to send back my Ionic for replacement, i have some delay as im just back from holidays and ill send this just 2morrow. try to get replacement(my one was this state from day one, never works).

[RicardoFitbit]

Hey @Hundpiss welcome aboard, let e give you a hand with your concern. Welcome back @Adam1304 thanks for your reply and update.

@Hundpiss Thanks for your patience at the moment you troubleshoot your device prior posting, I totally understand your situation and how frustrating this can be for you. To my forward with your concern. can you please let me know which troubleshooting steps you already tried? I just want to make sure that all the applicable steps were done. Looking forward to your reply.

@Adam1304 I'm happy to know that our Support team assisted you with this situation based on our warranty policies. I recommend you to contact them back if you have any additional questions about the resolution that was given, I'm sure that they'll gladly provide you with more information and details. Don't hesitate to contact me back if you need anything else. 

I'll be around.

[KevTwig]

I've got the same issues. Can't update at all, only got the blue diamonds. This isn't a warranty issues, this is an update issue. How can I fix it, or who do I take it to to fix this? Thanks. 

[RicardoFitbit]

Welcome to our Community Forums @KevTwig thanks for your post! My apologies for the delayed reply.

Can you please let me know if the troubleshooting steps that were provided in my previous post were took in consideration and already attempted? I'll be looking to your reply. 

Keep me posted. 

[luluzhouse]

I'm having the same updating issues  and have followed all the recommended trouble shooting solutions without success.  It fails every time.  Is there  tech support assistance that may be able to provide some assistance and/or a fix and or a new Iconic.  It's very frustrating to waste a lot of time trying only to have it fail every time. Please help.

Thanks

Moderator edit: Format 

[RicardoFitbit]

Hello @luluzhouse welcome aboard, let me help you with your Ionic device. Sorry for the delay in responding.

Thanks for troubleshooting your Fitbit prior posting, seems odd that you're still experiencing difficulties with your device after trying the troubleshooting steps that were previously posted. Can you please let me know if your device is showing the red X? If this is the case, please try our factory reset process following 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.

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc.

I'll be here if you need further assistance. Keep me posted.

[Adam1304]

today i receive replacement of my Ionic, update took 8h but device is ok and working now. my case could be close. thank you

[jferg70]

I've tried steps 1 and 2, but the Ionic never vibrates, even after holding down the top right and left buttons for many minutes.  What else can I do?

[RicardoFitbit]

Hello guys! It's a pleasure to continue providing assistance with your Ionic devices, my apologies for the delay in responding your posts. Thanks for your reply and update @Adam1304 and welcome aboard @jferg70.

@Adam1304 I'm happy to know that you're back on track with the replacement device that was provided to you. Please do not hesitate to contact me back if you need anything else, I'll be here to answer any additional questions too.

@jferg70 Thank you for troubleshooting your device prior to posting, your effort and patience are appreciated. First, I'd like to confirm if you already tried the troubleshooting steps that were shared on my previous post? If not, please try them, then try the factory reset again and let me know how it goes. 

Keep me posted. 

[keltip83]

 having the same issues.

- i have tried all the above fixes in all threads above and still cannot get the ionic to sync. i have also tried different wifi/bluetooth and tried leaving it on overnight/plugged in.

still it always gets to the last step 3. and doesnt move beyond this.

i have tried all the steps you have suggested in this post. I have had it for over a year, however this should not be an issue and it was in good working order before this. i should not have to spend more money on another watch because the software will not update.

I am becoming very frustrated with this and unable to get it to finish loading firmware to enable me to use it correctly.

where do i go from here???

[RicardoFitbit]

Hello @keltip83 thanks for your post, welcome to the Community Forums! Sorry for the delay in replying your post.

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Ionic device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye to your email inbox because they'll be in touch with you pretty soon. 

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

[LMattie]

I have been trying to get the Ionic updated for several weeks now. It seems to complete step 2 of 3 (it displays Step 2 of 3. Downloading...100%) and then it gives me an option to Try Again or Switch to (WiFi or Bluetooth). Then it goes into a Looking for Ionic... display and then eventually back to the Retry/Switch to buttons). I've tried both WiFi and Bluetooth. I have tried every step in the "Why can't I update my Fitbit device?" document that was posted earlier. Fitbit displays what I believe is a progress screen and it always gets stuck just after the full fitbit icon is displayed (which looks about 75% of the way done). Rebooted phone and restart Ionic and red progress bar fills out completely, but then it fails on the Installation. Is there something wrong with my Ionic???

[luluzhouse]

sorry, i've tried what you suggested and it didn't work. Also, to pile on more misery the watch now states that I have to unlock from my phone. when i follow the suggested solution (best response) i am now unable to lock from my phone.

Will fitbit please replace my watch, this has become to painful to troubleshoot.  I believe there are bugs in the OS.

PLEASE HELP

[edtwarner]

The only way I could get this to work was to factory reset the Ionic.  Tried every other way multiple times.  After factory reset went smoothly

[remillac]

I have been trying to set up a new Ionic for 3 days now, and I am having the exact same issues as those described above, and I have tried every one of the troubleshooting steps listed in this thread without success.  I even went so far as to take the first Ionic I received back to the store and get a new one.  Still having the same issues.  I've tried syncing to multiple phones, from both wifi and bluetooth, as well as attempted the factory reset.  Each time I try to set up the watch, it gets to the step where it begins "downloading", gets to no higher than 10%, then will display a message that says "Looking for Ionic - Check Ionic for Progress".  The Ionic does nothing but display the fitbit diamond logo.  

I am MORE than frustrated at this point, especially considering it looks like people have been having this problem for over 2 years based on the message boards.  A watch this expensive should NOT have these issues.