Ionic stuck on update loop

[olafmack]

Hi,

I am stuck in a loop.  My androd device asks m constantly to update the tracker software.  When I do it appears to go  as planned. I get a screen saying "New update available" and "Start Update".  It connects and appears to go throug the process of updating.  I see an update progress indicator on phone and my watch, however when it finishes the device has the same firmward number and the same message "New update available".  I also get a calibration message which fails each time.

I have tried disconnecting the device from my account and reconnecting.  I have uninstalled and reinstalled the software from my android device. 

What now?

Moderator Edit: Clarified subject

[SilviaFitbit]

@olafmack A warm welcome to the Community. Thanks for the troubleshooting tried prior to posting. 

It's pretty weird that even when you have updated your Ionic, the app still shows a pending update. I would like you to log out from the app and force quit it. 

Regarding the calibration message you're receiving, please plug your Ionic and set it on a flat surface. Once you have completed these steps, restart it or shut it down. After you complete the calibration, this will prevent you from seeing the prompt moving forward. 

Let me know how it goes. I'll be around if you have any additional questions. 

[Tronix]

I have the same exact problem. The firmware is even the same after the update. It goes through the process like it's updating and even says "Update complete" but it never actually updates. Then I'm left with an update available banner. So annoying. Did you ever find a solution?

[SilviaFitbit]

@Tronix A warm welcome to the Fitbit Community. Thanks for the troubleshooting tried prior to posting. 

I see where your disappointment is coming from. In this case, I would like you to remove your watch from your phone's Bluetooth then set up your Ionic again to your Fitbit app, while you're setting it up if there's any update pending it will ask you to do it. 

I'll be around if you have any additional questions. 

[GoSo]

I had reported earlier my Ionic died. It would do nothing but show the Fitbit emblem and flashing I must download the Fitbit app first. It took several days of constantly trying that it came back. However it still seldom  syncs. This morning the real time was 8:00am and my Fitbit showed the time was 6:35am. As we speak it won't sync. I see where on the app it shows "Device Lock, pending". What does that mean

[GoSo]

Sounds good, but I tried the same and still have a problem. Lots of luck and hope ot resolves the issue.

[GoSo]

Please explain the steps required to do this...are we talking a "factory reset"?

[Tronix]

Hi Silvia, I have done exactly that. And even set it up with others devices and the problem still persists. Thanks 

[GoSo]

Never found a solution. My app is missing both the heart and sleep tile and when trying to include the two tiles on the app I get this back that my tracker must have a heart and sleep sensor. That doesn't make a lot of sense now does it....The time on my Ionic is now over one hour slower that the real time, real time is 3:58pm and Ionic says it's 2:54pm

[GoSo]

I give up trying to get my Iconic right....No more am I wasting my time trying all the suggestions I've received. My wife has exactly the same Iconic tracker and has no problem. Every time I've deleted the Fitbit app and then download it again it sill is missing the heart and sleep tile. When trying to include the two tiles it says my tracker must have the sensor. The times puzzles me, tracker is now 70 minutes behind the real time and getting worse......Luck to others, but I'm moving on....

[GoSo]

My FitBit died last night....It was nearly two (2) hours behind the real time and then went dark. I had checked the charge just prior to that and it was at 87%. I've held the buttons for so long trying to turn it back on, they are sore. When on the app and I try to refresh it, it does so. Strange how this all started and ended, first the time kept slowing down, then it wouldn't sync and then I lost my heart and sleep tile's.

[SilviaFitbit]

@Tronix Thank you for getting back. I appreciate the troubleshooting tried, I've taken the liberty to share your post with our team and they mentioned that you already had a case with them, please continue the communication through email they'll be happy to help. 

@GoSo Hey there. Thank you for the detailed information shared and the troubleshooting tried prior to posting. I see where your disappointment is coming from. 

In this case, I've shared your post with our Support team and someone will contact you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

I'll be around if you have any additional questions. 

[Davemeister]

Was there ever a resolution to this issue? I've verified that the firmware version is the most current for my IONIC (27716.19) but the android phone app still wants to push a update. I've been ignoring it, but decided to search to see if others were having the same issues. Low and behold, it appears to be a common issue with the IONIC. 

Just confirm your firmware (setting icon on watch - about). If its 27716.19, then you're good to go. I do wish the app would stop nagging me though. It is annoying and I'm somewhat OCD about these things. Being a seasoned tech, I can usually resolve anything, but in this case I'm perplexed. If the powers that be have any other ideas, i'm sure we'd all like to hear them! 

[Davemeister]

Hmm. But mine is working just fine. Never use it in water. Not even the shower. The firmware on the ionic says it's current. I've had no problems using it, downloading music onto it. Even setting up my NFC wireless payment. All apps work just great. It's just not telling the app that it's up to date so the app keeps telling me there's an update available when there isn't.

No way will I pay $110 just to get rid of an annoying update notice from my android app. I'd rather put that money into a the new fitbit Sense. Thanks anyway for the info. Perhaps it will help someone else who's phone isn't working or was shorted.

[GoSo]

no way will I pay $329.00 for a Sense when I can get another 2 to 3 years more for $110.00. By that time the Sense will be outdated and something better and cheaper will be out there....I don't wear my Ionic in the shower or any other water way...The moisture was just simply normal exercise and good old fashion sweat.