Ionic update not available

[Kerrie401]

Hi,

I've recently recharged my fitbit Ionic to use after a few months of not using it. I now want to update it so I can get the newer apps e.g. spotify however, my watch is still on version 27 and won't give me the symbol in the mobile App or computer app to update it. I've tried restarting both my phone and watch, also disconnecting my watch from my phone and reconnecting it but still nothing. Please help

[SteveH]

What's the full version number you are currently on? The latest for the Ionic is 27.70.7.14

[Kerrie401]

My version is: 27.33.1.30

[SteveH]

Wow, that is old. 

I was looking at the following help file that suggests that it may take some time to download updates in the background (see: https://help.fitbit.com/articles/en_US/Help_article/1871/ ) It might be worth just giving it some time.

Note the warning in this help file ( https://help.fitbit.com/articles/en_US/Help_article/2047 ) that says not to try a factory reset to force an update without contacting customer support first.

If it hasn't prompted you to do the update in a day or so then I think customer support is your best option. contact.fitbit.com 

[PumpkinShark]

SteveH,

I use my Ionic everyday and haven't been prompted to update it. It was fine until a week ago.

It says it's using version 27.33.1.30 and the app on my iPhone and computer says version 33.1.30 ... there aren't any updates available. Any ideas? I've shutdown the Ionic, I've deleted and redownloaded the iPhone app, I've tried syncing the computer app and the website - I can't make it work.

At first it would sync everything except sleep, then it wouldn't sync at all, now the time is starting to slow down.

From past experience I expect the problem is it wants to update, but how can I if the app doesn't think there is a new version?

[SteveH]

Sorry @PumpkinShark I don't know what to suggest other than you, too, contact customer support. They may be able to see an issue with the syncing and update from the server side. 

[Kerrie401]

Hi,
I have emailed fitbit and apparently this update 27.70.7.14 has not rolled
out to all customers of the fitbit ionic yet.

[PumpkinShark]

@Kerrie401 

I have emailed them too and they had asked me what software version my phone is running on. I still haven't resolved the problem but my phone was running on an old version. Have you checked if you have updates?

[Kerrie401]

Hi,
Yeah, I have checked my Google Play Store and it says my app doesn't have
any updates.

[PumpkinShark]

Hi @Kerrie401 

Sorry, maybe I was unclear, I meant I have an iPhone 6 and it is running on iOS 12.4.6, separate from the version of the Fitbit app you are running. I was running on an old Apple version, unfortunately updating the iPhone didn't help 😞