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 

[ScribeOfTheMist]

I am having the same issue. Bought it as a Christmas present for myself and its bricked. Amazon helpfully sent a replacement that has the exact same issue. I have tried 4 different devices as the host of the setup process (2 android phones, 1 chromebook, 1 PC) and all of them fail at the exact same spot (in the firmware update its like the watch suddenly goes to sleep and loses connection with the setup device.  I have already tried literally every single troubleshooting advice that I have seen on the internet that's anywhere vaguely related. I've tried so many things that I've already seen THREE different key combinations instructed to get the watch to reset.

I need to get this working in a couple of days or it's going back and I will never be trying a Fitbit again. I suppose even that is probably not enough to get to talk to someone who has any real new suggestions that aren't part of the standard troubleshooting guidelines, but if someone could suggest something actually helpful I'd be eternally grateful! Thanks for reading my ranting.

[ParanoidMarvin]

I'm having the same issue as everyone else.  Replacement Ionic arrived today and it won't take the update (and won't work without taking the update).

Is Fitbit aware of this issue?  Is a fix likely or do I just send it back?

[SunsetRunner]

send it back and get refund, firmware update is the problem not the watch.

[SunsetRunner]

I just had another go around with chat support. Same old stuff. What have you tried? ALL OF YOUR RECCOMMENDED FIXES ON MULTIPLE DEVICES!!!! What is it going to take to make you understand it just. isn't. working. Come on people! I feel bad for the poor chat workers that have a book of generic responses. People deserve better support from their company to be able to better support their customers. 

[Onedaymaybe]

I’ve done every alternative when it comes to troubleshooting. I spoke to Fitbit tech support who said to return it to place of purchase so I got a replacement and the new one is doing the same thing.

It will begin to update and inevitably fails after anywhere between 1 minute and 20. 
I bought it as a rare Christmas gift for myself and given the price I spent I was hoping I could tell the time on it at the very least but I can’t even do that unless I update it. Which I can’t.

PLEASE tell me I didn’t spend such a large amount for a watch that flashes different languages suggesting I download the Fitbit app 😞

[Odyssey13]

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[MPRP]

I spent days here and no success, sleepless and restless being frustrated, thinking whom to blame the manufacturer or the seller, shall i return to the seller and if the online seller refuse to accept the return, to whom i should go just to bring back my money! I saw that theres already some issues with ionic since 2017 from this community but why they r still selling this in the market. Please at least send back our money or replace this piece with the your product that works fine!

Sent from my iPhone

[tinapatra]

This is my third ionic and I received it this morning hoping to use it this pm but I cannot download the software from either my phone or tablet. I have uninstalled the App on both phone and tablet and tried with both wifi and bluetooth but everytime I get to a download of 10% it either starts again with the setup screen on the fitbit or it just goes back to 1 % on the phone or tablet. I have now spent 3 hours trying to sort this. I have also checked that everything is set on to the same wifi and I have restarted the fitbit and phone and tablet each time I tried.

It is not that I am a newcomer I have been working with fitbit since 2015.

Can anyone help me please?

[Verenz]

I am having the same issue, I tried both wifi and bluetooth both not working and not progressing at all.

[Iron_Beagle]

You won't get anywhere here on the boards.  Fitbit could care less about this problem.  It has been happening to tons of us and the "solution" (for those who have gotten a "solution") is Fitbit sends out a replacement that is also incapable of updating because the issue isn't the hardware it is the software.  I have posted on a number of threads about this hoping for a solution or some help and no one from FitBit even acknowledges my posts.  I gave up and threw the thing in a drawer.  

[zombeek]

same here. Maddening. Just unboxed and it wont work. My replacemet has shipped. Then Ill have 2 non-functional watches. Only one more to go. 

OR maybe that's how these work. Instead of a fitness tracker, they are just really ugly bracelets? 

[zombeek]

The same round of questions and procedures is maddening. 

Is it an approved device? Yes its an iPhone 7. Its on the list. You made the **ahem** list. 

Do you have a stable internet connection: YES>>>> IVE TRIED multiple places, devices, etc. 

Unpair it and then repair it.. Turn off bluetooth then turn it back on. uninstall the app. 

is it charged? YESSSS!!! YESSS!!! YESSS!!!!!! Try a factory reset: Oh that doesnt work either? HMMM> Ok ill send you another one so we can do this all over again. 

Send me a check for the value so I can buy something from a company that makes a product that actually works out of the box. Inexcusable that a product I unboxed won't work. Unless something drastic changes I will NEVER own another Fitbit product. Waste of 200 bucks.  

[MattFitbit]

Hi all. 

Thanks for taking the time to let us know about the issues you are experiencing when attempting to update to Fitbit OS 4.1. I have merged a few threads together to help keep the community tidy. 

Our team is currently looking into what might be causing this issue to occur. I will be sure to keep you all updated once I have additional information. If you haven't already done so, I recommend taking a look at the troubleshooting steps detailed in this article. 

I appreciate your patience with this. Feel free to let me know if you have additional questions. 

[SunsetRunner]

Hello again @klcgraphix 

I just wanted to check in with you to see if the article link helped you setup your new Fitbit Versa. Please let me know. 😃

[DeveshU]

It says it just needs to update and i have tried it for ten hiurs and it fails at 10 % on wifi but when i use bluetooth it stops at 100% then says update fail 

plz help 

[PJrail]

I received a new versa and when setting it up it gets to 10% and then fails, it prompts for Bluetooth which I also tried and gets to the same spot.  We have tried on 2 x IPhones and with or without charger and it won’t work!  Any ideas as I am becoming frustrated and yet the wife’s versa (had for some 12 months) works perfectly?  

[teye]

I have exact same issue   please help

[tinpusher]

I had the same problem for two solid days. The only solution was to return the versa to the store and get the versa 2 (both were on sale for the same price). The versa 2 updated in less than 10 minutes.

[Stoph]

• Should I just return it or will it be working soon

[SunsetRunner]

Please don't answer in this topic with the same 'do you read this article'?

It's crapp and the update failed , failed and failed!!

Do someting about this issue!!!