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 

[beaver6675]

I have a new Ionic and am updating the firmware using bluetooth. (Wi-fi firmware update failed at 10%).

1. The iPad app shows:  Setting up Ionic    Updating ... 100%

2. The Ionic shows: white diamond logo with pulsing dots (charge is 100%)

Its been stuck like this for many minutes, the iPad app is responsive when I click on the "Check out the awesome things you can do" stuff.

Out-of-the-box the device was detected by the app and passed the 4 number code and Wi-Fi steps. Wi-Fi firmware update always died at 10% so I am trying bluetooth now.

Any idea what is supposed to happen next? Is it supposed to go to a progress bar on the Ionic itself or is it stuck and time to try again?

Thanks!

[Peets]

I’ve started the set up process on my Versa and it won’t get past the update tracker- I haven’t seen anything on the screen bar the fit bit logo - it stops downloading the update . Is this an update problem or problem with new watch?

[Hennaaurora]

I tried to contact fitbit via chat, and already chatted few words with Victoria, but the connetcion lost and for some reason I can't contact them anymore... So I decided to try this community. I got my new Versa from the store yesterday, because my old versa (same model) was broken. Now I can contact and sync versa to my phone via bluetooth, but I am not able to select clock face to my Versa, because it needs new firmware update. So actually I can't use my Versa. I can only see the fitbit logo and instructions how to set up versa from my clock screen. I have tried to update my new Versa via WiFi and via bluetooth many many times and today also one IT support guy from mobilestore tried to do that with different phones, but Versa doesn't download the new update. Downloading starts normally, but it fails after few prosents.. So what can I do, how can I update my new Versa, or at least choose the clock face and use my Versa? I hope that somebody can help me. I have tried to restart my Versa and mobilephone many times and also downloaded the fitbit app again...

[SunsetRunner]

You didn't say which Ipad you have.  Is it on the Approved Devices list?  And yes, if the update is being installed, there will be a progress bar across the full screen of the tracker.

[Lou15a]

I've just received my replacement ionic today and have tried setting it up, but to no avail. I have tried using Bluetooth and wifi and I have had the same results as yourself, no progress bar and it only gets to 10% then fails.  It looks like a lot of people have the same issue. I'm going to get in touch with tech support and see if they can solve this one.

[spud4670]

replaced Ionic connected to wifi and bluetooth seemed successful only display on watch is mutiple language scrolling I am not proficient with elontronic devices im 64 years OLD

[zombeek]

Pretty frustrated w this thing. Ive spent Hours trying to make it work. Tried everything online; then the exact same steps again with tech support and NOPE. Nothing. I cant even do a factory reset. 

Ive been through all the steps multiple times;

Theyve shipped a replacement but i am guessing itll be me doing this all over again.  Id like to make this thing work but im at a loss. 

Should have stuck with Garmin. I had one before this and it did the weirdest thing. I turned it on and it worked!! 

[zombeek]

Same issue! 10% then nothing...Or 100% w Bluetooth then nothing...

Replacement shipped but sounds like ill just have 2 expensive paperweights 

[SunsetRunner]

I have the same problem🤪

a new ionic today and I can’t use it. I was chatting online, and hope the problem will be solved soon

[beaver6675]

[Update 2019-12-12] This Ionic was bought for a family member. I recorded detailed troubleshooting steps in email to support including the Hard Reset with pictures of the unsuccessful end states.

All these troubleshooting steps (including Hard Reset) were recommended  by staff @ Livechat. 

The support ticket is now at the "For us to review your Ionic's eligibility for a replacement, please provide us with your purchase receipt." stage.

[beaver6675]

Fitbit Team @MattFitbit  : there is something systemically wrong if new Ionics cannot get their firmware update either via Wi-Fi or Bluetooth. 

It turns out that I am not the only one with this issue. It is a horrible experience - first world problem to be sure - when a brand new device can't get firmware updates and the troubleshooting steps (pair this/unpair that/remove bluetooth device/move device closer to router) are so lame and ineffectual.🤕

[SunsetRunner]

I have a replacement coming this week, so what your saying is that I will have the same problem updating.

[Gardechef]

I have a new iconic and am trying to set it up to my iPad, for some reason it won't set up and is stuck on a 10 percent updating..is  it normal to take such a long time

[zvturner28]

Hi all,

I have seen several threads with similar issues. I have a brand new Ionic that will not sync to an up to date iPhone X. I've been through all the tips and guides to no avail. Since this seems to be a widespread issue (update package related?), will I need to go through the process of getting a new watch replacement or will there be a patch?

Thank you

[drjudes]

Need help updating to new versa 2. Tried deleting fitbit app from phone & even bluetooth  but still can't get new versa 2 watch to work. help?

[fbfpp]

I have the same problem with my ionic. Tried to set it up with iphone xs ios 13.3 and also with my windows 10 laptop. both failed multiple times.... 

[MPRP]

Same here.... very useless... How we are going to fix this. Appreciate if you could let me know if you found any solution. Many thanks

[Spoednick]

Same here, soooooo frustrated.  I tried 3 diferent Devices

[Deathloch]

I have an iPhone Xr that has the latest iOS.

Just got my Ionic warranty replacement 13 and a half hours ago.  I can't use it because it will not update, failed over Wi-Fi and timed out/failed over Bluetooth.   13 and a half hours of fighting with this, followed all of the Fitbit Help Article directions.  The only thing that I haven't tried is doing a Factory Reset using the Ionic buttons (can't access settings), and I am loath to try that as my reason for needing a replacement was my last Ionic bricked when I did a Factory Reset using the settings during the "Degraded Servce" on Dec. 3rd.

Update:   Just noticed that the update "Watch Face" is staying gray scale and  not turning blue like normal even though the App is showing progress.