New Ionic Stuck on Welcome Screen

[LarryQW]

I just got a new Ionic today and look forward to test the features. However, I have yet to even see so much as a clock face. The Ionic is stuck on the Welcome screen rotating in several languages. I cannot find any button combination that gets it out of this mode. I pushed all the buttons for 10 seconds and get a reset, coming back to the same Welcome screen.

I downloaded the FitBit App and was able to sync with the Ionic at first. It even showed a 4-digit code for the Bluetooth sync, and the App asked for a WiFi password. I can sync the FitBit App with my Ionic and the watch shows a green check at the end (then goes back to the Welcome screen), and the App shows success.

But I try to choose a clock face like Moment and I get a red warning "This clock cannot be installed on your device". Same with all the other clock faces.

The App tells me I need an update to OS 2.1. If I try that update the App just sits there for an hour with no progress on the bar whatsoever, while the watch just keeps showing the Welcome screen when I hit the button to light it up.

I tried rebooting my phone and the Ionic many times. I uninstalled and reinstalled the App, I flipped the Bluetooth off and on (although it seems to actually sync), and so on.

I can't find a phone number for FitBit support so I sent a message. I was thinking of just returning it to Amazon and purchase a replacement. But I see now that Amazon no longer sells the Ionic smart watch! Searching for Fitbit Ionic only shows bands and protectors. That's very concerning to me.

EDIT>> I got hold of Fitbit support. They said a WiFi issue with their servers is affecting updates and the reason my watch cannot progress beyond the Welcome screen. I now see this WiFi issue warning appearing today at the top of the help pages. I'll try again when the issue is resolved at Fitbit.

[Rich_Laue]

You can turn the WiFi on the phone off, or skip setting up WiFi in the setup process and use just the Bluetooth to setup. 

As for fitbits contact info.

- Click on your picture in the top right. then tap contact support 

- Look below and click on help, scroll to the bottom and click contact support

- I the app .tap settings, help, contact support .

Twitter seems to be the fastest. 

[LarryQW]

Thanks Rich for the suggestions.

I discovered the phone and chat information only appears on that "contact support" web page during operating hours. They appeared in the morning. I like your shortcut to that page.

When I called, I found the phone support was surprisingly helpful. They answered in ~20 seconds, listened carefully to my problem, asked some quick questions, and then explained I couldn't get past the Welcome screen until their servers were restored, and to look at the top of the web pages for the warning to go away.

Support said I could alternatively use a Bluetooth connection, but that would take hours, and prone to failure. I figured it was faster and less hassle to wait for the sever that's now up.

Support also emailed me directions, which confirmed I was already doing the correct procedure. With the server up, I'm finally doing the OS2.1 update, and it's moving along (maybe 25% in 10 minutes now).

[Rich_Laue]

Haha I did one update to the ionic through BT while on a 2 hour drive. 

Glad it's working. 

[LarryQW · Accepted solution]

For others who may have this problem in the future:

The welcome screen on a new watch is waiting for a setup that requires installation of the Fitbit App and interface to Fitbit's servers.

When doing an initialization/setup/OS update, the lower orange bar on your phone will slowly progress when things are working right. Simultaneously, the Ionic will show a background under the Fitbit Icon that slowly moves from left to right during the process.

Installing a major update can take over 30 minutes to an hour using WiFi, or many hours using Bluetooth.