Ionic will not finish initial installation

[Plane1993]

I bought my Ionic right around Christmas time and it worked fine for about a week. Then I tried to update and it keeps saying it failed but the interface looked new. About a day after that it stopped taking my HR. The green light was still going but it said I needed to calibrate the lazers (spelled incorrectly). No matter what I do it says that there is something blocking the lazer even though there is nothing in front of them. Called support and they didn't even try to help. Just sent me a new Ionic. I was stoked but when this one arrived its even worse than the first!! I can't get it to even do the initial connection to my app. The app on my phone says that it is syncing but the update fails every time (after I wait 2 hours of course) and then the device goes straight back to the "Hello, welcome to FitBit" main screen that you see when the device is fresh out of the box. The app still says its syncing but the device itself will show nothing but the initial launch screen telling you how to connect your fitbit. Anyone have a fix at all? Otherwise FitBit you have lost a customer for life. I was so excited about this and now I'm telling everyone I know not to buy from you because your support is terrible and your software is even worse.

[Whistler888]

Yeah this is a very common scenario.  Tech Support will simply send out a replacement device in the hopes it will not have the same problem as the first one.  Unfortunately the software is complete crap and not very reliable.  Many have reported bricked devices especially on the last firmware update.

The only fix is to contact Tech Support again and see if they can get it to work.  If not they will probs send you another one.

Upon factory reset you would think it should cause no harm.  But once it moves to the update phase it goes into that constant loop for many.  Big software bug for sure.  Very poor code.  Mine lucked out.  So it appears some devices work and some are crap.

[Plane1993]

I wish I never would have tried to update the original one I bought. What a
terrible way to run a business. Blow through inventory because you rushed
an update that I seriously doubt they tested. And then have the audacity to
charge people almost 300 dollars for a dud.

[Rich_Laue]

@Plane1993 your first post sounds like the ionic has been connected to your account but the firmware is not being updated. 

May i ask if you have tried both WiFi and Bluetooth to update the firmware with the ionic plugged into its charger and charging. 

If you have tried both I would do the setup again, skipping the wifi setup, this will force the app to use Bluetooth. 

[Plane1993]

I tried two different WiFis and it would crash right away. Then I would only use Bluetooth and it would go like 90% and then the update would fail and it would go back to the welcome to Fitbit screen .

[Robertleblanc · Accepted solution]

Call customer support they will send you a new one it will arrive in a few days.   Call soon. There is nothing you can do to fix this problem.    

[Rich_Laue]

And you represent support @Robertleblanc I have not seen any moderators giving the claim that they will send a new one. That would be supported decision.

[Robertleblanc]

I am going by my own experience.  I called ,and mine was 11 months old.  They sent me a new  one right away.  I’m not a genius.  It’s just what I did and recommend.  

[Robertleblanc]

I don’t represent myself to be anything other than a customer who had a problem with my device