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 

[smerlescott]

I am having the exact same problem with my new Ionic. Wifi failed at 10% and now Bluetooth is cycling, cycling, cycling at 100%, now for nearly an hour

[SimBear]

I was waiting for your support to get back to me on this (issue 33464269) but they dont seem to be aware of the issue.

I said to them it is software related - but told me it is the hardware.  Reading all the replies - this is clearly a software issue - and needs to be resolved ASAP

[smerlescott]

I contacted support. They are ‘having widespread issues with ionic and versus’ and are working on a fix. I am to keep syncing for 24 hours until magic happens.
Worried about my carpal tunnel now. 🙃

Sent from my iPhone

[PJrail]

Thanks for the advice, most appreciated.

[Berserker63110]

Wasting dozens of hours on getting a brand new Ionic working.

Arguing with automated bull**ahem**-support on facebook ist frustrating.

Factory reset is not working, update via WiFi gets stuck at 10% loosing connection.
Update via Bluetooth freezing at 100% and then failing.

Tried on Windows, iPad, iPhone7, Huawei P30, Samsung S10.

I think I can skip the option to get a replacement, since this will not solve the problem.
So I will simpy send the device back to get refund and order a Garmin device instead.

What a dissapointing waste of money and time ... 

[ScribeOfTheMist]

Thank you for quoting the "widespread problems." Its nice to know we're not alone at least!

[a_rs]

I’m using iPhone 6s , Fitbit app 3.12 version(latest from App Store). I have spent hours trying to setup my new Fitbit versa. The firmware upgrade doesn’t pass further 20% and keeps complaining the upgrade failed. Have tried in wifi and Bluetooth, kept the phone near versa, good internet connection. Nothing helps. I thought versa device was faulty, got it exchanged for a new one and still the same issue. The versa firmware version it is trying to upgrade is 3.0.14. Any help would be much appreciated. It is frustrating to spend hours on this setup and still no use.

Moderator edit: updated subject for clarity

[SunsetRunner]

Same! After 2 phone calls and 3 support chats, fitbit has finally acknowledged a firmware update issue. Per phone call just moments ago, the engineers are to release a fix yet tonight or tomorrow. There apparently is no way to know when it has occurred and I am to "just keep trying" as it is an app update to fix. So the fitbit app has to update with the patch, then we should be able to sync and update the ionic. This is infuriating! I have a $250 paperweight that can't even tell me the time, and I have been very vocal about this every chance I have gotten. Hoping for all of us that they get their act together!

[SunsetRunner]

Hello and welcome to the Fitbit Community @a_rs 

Hopefully I can help you. First do make certain that you are indeed installing the latest Fitbit App (mine is currently 4.2) Before setting up your Fitbit Versa make sure that it’s fully charged. Once it’s fully charged you can keep it plugged in the charger with your iPhone 6s beside it to start the setup. (I just found it easier that way. I also made sure my iOS device was fully charged and recently restarted) This help article will assist you during startup: https://help.fitbit.com/articles/en_US/Help_article/1873/?q=Setup&l=en_US&fs=Search&pn=1#TW_FBApp If your still experiencing issues look here: https://help.fitbit.com/articles/en_US/Help_article/1872?q=Setup&l=en_US&fs=Search&pn=1

😃 Please let me know if this helps. Keep me posted

[klcgraphix]

Turned out the Fitbit was defective. They’re sending out an replacement. 

[SunsetRunner]

Thank you for following up with me. I’m happy you have a resolution 😃

[SunsetRunner]

Not helpful moderator! This is total BS. I don't understand how you can be a leading fitness device company and have this type of issue in the holiday season. We have all wasted countless hours attempting your troubleshooting over and over and over. There needs to be resolution here. You are losing business and customer confidence every moment this continues to drag on. Fix the issue timely or start handing out free devices and refunds. Quit putting the blame on your customers ability to troubleshoot and find an actual answer before you lose it all. 

[smerlescott]

I called the support line. My call was answered within five seconds and the technician with whom I spoke took me through the troubleshooting protocol that I had already done, but I understand she had to do that. She was very good. Then she ‘tagged my account’ for technical support. Had me periodically sync my device. Six hours later I attempted a setup by wifi and MAGIC. it worked the first time. 
My advice: call support and get them to isolate your device and fix. 
best of luck and hopefully happy holidays. 
smerlescott

[a_rs]

@SunsetRunner thank you sooo much for your timely help. I had earlier tried all the steps and combinations except restarting my iPhone. I tried that now and it worked like magic. Thank you heaps again 😀

[SunsetRunner]

You are so very welcome @a_rs! I’m happy your up and running again 😃

[MattFitbit · Accepted solution]

Hi everyone! 

Thanks again for taking the time to report the issues you were experiencing when attempting to update your new Ionics. I have heard back from our engineering team and they have confirmed that they have identified what was causing these firmware updates to fail and have since implemented a fix. 

I see a few of you have been able to successfully update since the fix was rolled out. However, if you still have not updated to Fitbit OS 4.1, I recommend giving it another try by following the steps I have detailed in this post. 

Of course, if you are still experiencing issues updating your Ionic, feel free to let me know but it should work moving forward. Thanks again for your patience as our team worked to sort this issue out. 

[SunsetRunner]

Hello,

I'm a happy man right now.

4 days I saw maximum 10% with downloading update and after 10% the updaty failed.

Now with new fix I saw for the first time 11% and after 30minutes my NEW watch is working!!

10 days ago I had issues with my old Ionic. Black screen and nothing helps. It was died!!

After 3 days and steps I follow throw mails from Fitbit I received a new Ionic.

Wednesday 12-11-2019 I was happy with mu new watch, but after 1 hour I was very dissapointed and more , more more.....

Many mails and discussions on Fitbit community and sometimes very angry answers from me....

But right now…...this fix was good for me !!

Thanks for help en service for new Ionic and solved  this issue about update .

Kind regards,

[ParanoidMarvin]

OK, I've made some progress with this issue and my Ionic is now working!!!  Here's what I did...

I have an old iPad which is running an old version of iOS, 10.3.4 (my iPhone, that I was trying to set up the Ionic with in the first place, is running iOS 13.3).  I installed the Fitbit app on the iPad.  Because it's running an old version of iOS it wouldn't install the latest version of the Fitbit app (which is 3.12 on my iPhone).  Version 3.0 was installed.  I connected up the Ionic to the iPad via bluetooth and the setup ran through perfectly, 1st time!  The Ionic OS was updated successfully and the watch was working!  

So, having got the Ionic working paired with the iPad, I removed it from the Fitbit app on the iPad and reset the Ionic.  Then I went through the initial set up again using the iPhone this time.  Despite the Ionic having just been updated, it still wanted to be updated again.  But this time the update worked (on wifi)!  So now it's paired up properly with my iPhone and working normally.

I appreciate that not everyone is going to have an old device hanging around to be able to do this.  But I hope this helps some of you out there suffering with this issue.  And at least now it's clear that it's a software issue and not hardware.

[Deathloch]

Okay, I have a progress report here:

83 to 84 hours after getting my second replacement (59 to 60 hours after Customer Service told me to send it back for a third replacement), I decided to go ahead and pack up this Ionic to ship back to Fitbit.  Right after I removed my metal link band (not sending that or any band to Fitbit), I figured "what the hey, why not try to update again?"  This time it connected effortlessly to Wi-Fi and updated, whole process from download start to install finish took about 20 min.

Now, not sure if Fitbit finally figured out that they had an issue and fixed it (notice that they are not admitting or owning anything, Fitbit Status did have a report of increased 402 and 502 errors (troubles syncing/pairing) for about 11 hours on the 13th) or if removing my band cleared the internal antennae which allowed my watch to connect.  Those of you who do not normally work with computer/electronic hardware may not understand why that would work; while those who do will most likely go, "Ive seen/done weirder things."

As my Ionic seems to be working now, I am not returning it at this time.

[Hmcwhite]

My watch is stuck on the update. I’ve had it “updating” for over 2hrs & it’s not moved past the last triangle dot. I have tried to restart the watch & just factory reset it again like I have multiple times & it won’t let me because of the update. This is ridiculous. I’ve uninstalled & installed everything tons of times. Did all the things that were said to do more than 5 times & still nothing. This is extremely frustrating. Now what? Is it the watch? Do I need to return it?