New Ionic not updating

[Horrify]

So I bought my new Fitbit Ionic yesterday, I can’t use it without updating it but it’s not letting update it, I am using home wifi, and I left my phone on for 8 hours and it still didn’t update, this is getting really frustrating.

Can I even use my phone while it’s updating??

Moderator edit: Updated subject for clarity 

[SunsetRunner]

I have the same problems. A New Ionic and it is not possible to update the firmware neither by WIFI nor by Bluetooth. I can do noting, because the message says: still updating... 😡 I guess I am going to send the IOnic back to the store.and replace it for another watch. 

The suggestions from the live chat were not successful at all. 

[SunsetRunner]

I have read about the same issue on the forum but I just would like to stress this apparently prevalent problem.

New Ionics fail to update the firmware and are thus equal to useless.

The problem is that updating over wifi fails after a minute or 5 due to 'lost connection'. (tried multiple perfectly working wifi-networks)

Then, trying over bluetooth fails as well after reaching max 10% before returning to 1%, or error.

I tried all troubleshooting options for my android phone (OnePlus), my brother's Iphone, as well as my laptop (windows 10) without succes.

@Fitbit would it help going back to the shop and ask for a replacement watch or will I encounter the same issues? In other words, are you fixing this software problem, or is it in the hardware?

@community what alternative brand would you recommend? I am kind of frustated...

[Iron_Beagle]

Same problem.  They need to just pull the update until they figure out what is going on.  

[kaykay2306]

Same problem, but with Fitbit Versa. Firmware update fails. Re-Installing Fitbit app / factory resets do not help. Even tried another Fitbit app on another phone / different WLAN networks, nothing helped.

[kaykay2306]

Just as a follow up to my previous report: firmware update is made on a brand-new fitbit versa right from the shop.

[MPRP]

Hi

Is the replacement works? How am i hoing to get the replacement? From fitbit orfrom onlinestore where i bought? Please advise if theres any solution that works

Sent from my iPhone

[klcgraphix]

I have tried for 6 hrs to setup my brand new FitBit Versa. I keep getting the dreaded red X for the setup.

I have done the following:

1. updated my iphone 6S to iOS 13.3 

2. turned on bluetooth

3. connected to my dependable wi-fi

4. clicked on the "Update Tracker" on the notifications which send me to the New update available screen on my iphone. 

5. Clicked "Start Update" link and it either just sits there for hours or I get the dreaded x.

Question: am I updating the application? I don't recall completing the setup... can someone advise please?

Moderator edit: merged reply

[SunsetRunner]

I hope you have not the same problem. My new one didn't react> I am done with it and will send it back

[Bonetech34]

Just got my new ionic charged it full made sure phone was charged, having the same problem. Even left them charging over nite & connected to firmware & still won't connect at all. Either ya'll come up with a solution or I send it back. Hate to do that cuz I like the look & color.  Robert Tx.

[Awaingor]

@MattFitbit, @YojanaFitbit,

Sorry to bother you, but saw your answers in other posts and looked better than others as you do not just copied what is in the site that doesn´t help or work at all.

I am facing @beaver667 same problem, any clue?

I bought yesterday a Ionic, couldn´t make it work.

Contacted customer support and they indicated to get a new one. Went again to BBuy, got a new one but problems are still the same.

I had to run the update over bluetooth, did from my iphone, from the windows laptop and also from my Ipad and when gets to 100% stucks there. Waited for 3-4 hours and nothing happens.

[SunsetRunner]

I have already packed the box. The Ionic going back to the store

no fitbit for me

[grahaml1500]

I wouldn't bother calling them. I've got the same issue and been offered a replacement ionic, which would be the 4th in less than 12 months. 

[SunsetRunner]

OMG that. is terrible..... Why didn't you choose another one. My friend has a versa and never has problems.

[dean_wheatley92]

Did you manage to get in touch with them? I also had a replacement Ionic today and still can’t update it. 

[Bonetech34]

Read some reviews, well my wife did & said they were all positive. Gonna change to something else.

[SunsetRunner]

Hello and welcome to the Fitbit Community @klcgraphix 

😃 Congratulations on the purchase of your new Fitbit Versa! I really believe this article will help you setup: https://help.fitbit.com/articles/en_US/Help_article/1873/?q=Setup&l=en_US&fs=Search&pn=1#TW_FBApp

Let me know if this helps

[SilviaFitbit]

@Horrify Welcome to the Community. Thanks for the details mentioned. 

Sorry to hear that you're unable to use your Fitbit Ionic since it's not updating. When you're updating your watch, you need to have the Fitbit app open and you shouldn't use your phone. 

I would like you to make sure you're doing this procedure to update your Ionic. If you are but you keep having issues while updating it, try the tips mentioned in this article: Why can't I update my Fitbit device? 

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

[SunsetRunner]

What phone are you using?

[SunsetRunner]

Yes 3 times and I have received 2 mails, follow the steps. But nothing. It takes so much time. I don't want the Ionic. I will replace it for another watch.. I'm done with fitbit Ionic. too much troubles.

[Shazz16]

Yes I replaced mine and same problem