Ionic firmware version won't update

[mwk20]

On 29 December 2020 I started a firmware upgrade of my Ionic.  It got part way through but did not complete.  I retried the upgrade with no success.  I have reset the Ionic (left+bottom) and then retried the upgrade but the phone simply refused to see the Ionic.  The Ionic is charging and showing the Fitbit logo (without the upgrade progress bar).  I have tried leaving the watch to run flat, then charging and trying to upgrade, again without success.  I've carefully followed every set of instructions I've found, all to no avail.

To complicate matters I have also broken the phone I started the upgrade with and now have a new phone.  The new phone bluetooth + app cannot see the Ionic either.  I tried removing the Ionic from my account, but now, of course, I cannot re-add it.

I'm afraid I don't know what firmware version the watch was running or upgrading too as I didn't write these down before getting into this situation.

I would be grateful for any suggestions?

Moderator Edit: Clarified subject

[USAF-Larry]

---

@mwk20 wrote:

I would be grateful for any suggestions?

---

The only suggestion I can offer is that you need to contact Fitbit Support if you have not already done so. To find the best way to contact them, click on the Help link at the bottom of this page and select Get Support.

[RicardoFitbit]

Hi @mwk20, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post, I understand how frustrating this matter can be for you but your effort and patience troubleshooting your Ionic before posting over here are appreciated. Because your device is still stuck and showing the Fitbit logo only, my best advice for you at this moment will be to factory reset your Ionic 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. Since you're using a new phone, to avoid Bluetooth interference between the Fitbit and the old phone, please unpair the device from the Bluetooth settings of the old phone before you start the whole factory reset and setup process. 

@USAF-Larry Your help is always appreciated.

Let me know if further assistance is needed and if you have any additional questions.