Problems with Fitbit Ionic after Firmware Release (27.33.1.30)

[Darth_Rizzen]

Hello

At the end of December 2018 I installed the latest firmware update and started experiencing the following issues:
1) Sync with phone via Bluetooth works for about 10-30 minutes after pairing, then fails. Connection never seems to recover, or does so randomly, with no discernible schedule or pattern, then fails again.
Experienced the issue on iPad, Galaxy S9+ and MS Lumia 950XL, all 3 of which worked perfectly with the previous Firmware version.
2) Bluetooth detection with other hardware (PC, phone) without using the app stops working. The Ionic is no longer visible.
3) Battery life went down from about 72h to less than 24h, I once experienced a sudden drop from 75% to 25% in the span of 1 minute.
4) Ionic's internal clock becomes unreliable, losing about 3-5 minutes per hour.

None of this was true with the previous firmware.

What I tried:
* Soft reset (left + bottom right button for 10s). No improvement.
* Unpairing the Ionic and performing factory reset four(4) times. No improvement.
* Uninstalling and reinstalling the app. No improvement.

Watch information:
M/N FB503
Language: French
Version: 27.33.1.30
Available memory: 2 554 Mb

The watch is 100% vanilla. No extras installed, no 3rd party animated clock face, no music via Bluetooth.
I do not swim with it, clean it up regularly, and only use the included charger cable.

Observation: this seems to be a widespread issue since others have reported similar issues in the [Fitbit OS 3.0 - Ionic Firmware Release (27.33.1.30)] forum.

I strongly suspect some severe software bugs in the 27.33.1.30 firmware update, given that these are all new issues introduced after the update.

Question:

When will a fix be identified and issued?

Thanks in advance.

Best regards

[SantiR]

@Darth_Rizzen Welcome to the Fitbit forums! I appreciate all of the details you provided in such order and easy to identify the situation you are experiencing. Thanks for trying all of those troubleshooting steps in order to sort this out.

I went ahead and contacted customer support in your behalf for you to get further assistance on this. Please keep an eye on your email inbox for next steps.

Thanks again for your post. Keep me posted! 

[Bdaholt]

Hello, 

ive updated my ionic to the latest firmware but I cannot use the new features - it won’t let me add 7 items to the pull screen only locks to 3. 

[Islander670]

I too am having all sorts of issues mentioned and would like to add, my messages, phone call notification is not working. I have done everything from setting up my ionic like brand new to turning things off and on. I have been a faithful Fitbit this is the first time besides the surge defective band that ionic has had a major issue. Please fix it sooner than later.

[hyee]

I am having the same issue. Good thing I still have my flex 2. I fully charged it and it went down 20% in a few hours. I turned off GPS. I restarted several times. I had to switch back to Fitbit watch face. Not sure if that will help. I hope Fitbit will fix this soon. Please. I love my ionic.

[Ericws]

Support worked with me for a long time after I did the firmware update, and finally we agreed it was hopeless. They authorized send me a replacement because still under warranty.  The only thing i can think of is that the firmware was faulty- my Ionic worked perfectly for 8 months, then nothing but problems......

[LTKelly]

I too am having issues after the update. I have no external apps linked through the device and am experiencing syncing issues and not receiving reminder notifications that I have setup. I have spoken with Customer Service twice, I did the factory reset, unpairing and repairing, etc. I am out of warranty on my device and am not interested in purchasing another FitBit at this time. Which sucks because I like it but at this rate I may as well buy a new watch every year at the rate FitBIt is failing at upkeep with their older devices and then launching another one the next year. Which I wouldn't mind buying the newer one if there was some sort of recycle program that offered a discount. For FitBit to be one of the top brands in wearable fitness devices I'm very disappointed.

[Darth_Rizzen]

Hello @SantiR

Thank you for your intervention.

Customer support has indeed contacted me and we went through several test steps.

The conclusion was that the battery on my Ionic had somehow died after the Firmware update, but we couldn't pinpoint a reason why this happened, unfortunately.

Since mine was still under warranty I was offered a choice of getting either a new Ionic free of charge or 50% off another one. I decided to go with a Versa, hoping I'll have better luck this time.

For the record, a friend who also has a Ionic started experiencing Bluetooth sync issues after updating to the latest Firmware. She'd been using it for over a year before that with no issue, including text messaging. Something is definitely wrong with this latest update.

Shame, really. I like the app and the products, but the software (or at least the QA) isn't up to par.

@Ericws

Same course of action, same time I owned the watch (8 months), same conclusion.

My Ionic worked just fine before this update. It somehow messed up the battery and/or the bluetooth connection.

Moderator edit: merged reply

[raer]

I opted for another ionic and I am still not receiving text, calls or notification!  Any idea when problem will be fixed

[Tomon]

Hi.

Does anyone know if the Ionic problems have started up again?

I wasn’t affected before but now i have a range of problems:

The heart rate shows as extremely high (it isn’t as i have checked it with a blood pressure monitor whilst simultaneously wearing someone else’s Fitbit on my other arm)

The sleep pattern is always basic

sometimes during the night it doesn’t record at all

I cant get any notifications

I cant get the ionic to link to my WiFi   

Are these similar problems as before?  If not are these things affecting anyone else ?

Thanks

[chris-bit]

I have been avoiding this update because of the reports. Did it start working?

[Sirsabre1]

I have multiple issues after the app updated a couple days ago.  My Ionic now barely lasts 2 hours, goes from 100% charge to off, Heart rate has stopped working, notifications only seem to work when it is on the charger??

Everything was working fine until the app updated yesterday morning, May 13th.

I am not sure if mine is still under warranty because Fitbit has replaced it once already.

Fitbit obviously knows it is having issues, but doesn't seem to want to keep us updated? 

Once this Ionic is dead, that will be the last Fitbit I ever purchase unless there are major changes before it dies.

[Tomon]

No Chrisbit.  It’s still no working.  If it has been an update it has been a horrendous mistake and they don’t really seem to be doing anything to fix it.  Fitbit Customer Service isn’t what it once was.

I know what you mean SirSabre. Ive had great Customer Service from the past fit it’s ive had (and i have had a few over the last few years) but when i spoke to them regarding this issue they say its a software problem and not a hardware problem so they cant replace the unit.  Well why doesn’t every Ionic user encounter this problem and why is it not sorted.  

I have read people have had this problem for over a year with no resolution strangely that would not be covered by warranty either.

I think Garmin is looking good to me right about now.

Moderator edit: merged reply

[Semperfidad]

I am experiencing the exact same issues as Darth_Rizzen outlined above.

Sync is behaving erratic at best.
Attempting to upgrade to 27.331.1.50 has been failing and now is no longer listed.

Bluetooth performance is intermittent

Battery Life is now abysmal - I cannot get a full day out of it now.

Ionics clock is no longer stable, and sync connection is broken so it doesn't correct

One unique issue for me - The watch face now has a colored 'halo' surrounding the face.

This began with the update and is always there no matter which face I use, or what screen I am on

Soft Resetting doesn't help

Unpair/Re-Pair no help
Remove/Reinstall the app - no help

I just began a new beta test for Fitbit and need the Firmware upgrade fixed ASAP to participate.

Any and all help will be greatly appreciated. 

[ghuffman]

same exact issue for me. Customer Service completely useless

[LittleTigger13]

I’m also having issues with my Ionic. Yesterday the clock face totally disappeared. The battery life dropped over half to under 30%. I put it on the charger & it flashed a red 0% charge. Now it’s completely dead. I can’t even get it to turn on. This is extremely disappointing especially since I’ve only had it 2-3 months. How do I get this one replaced?

[Tomon]

Sorry I can’t help but I can’t tell you my new garmin has no issues. 

[Metalguru]

I’m having similar issues, I would expect Fitbit to sort this out as it seems to be a firmware upgrade that has caused it. The warranty period should not affect anybody’s right to have it replaced if it was Fitbit that caused the problem.

[Gbenny92]

Oh my gosh, I get it.  We spend good money on their devices.  I had a problem with their last FIRMWARE upgrade in November 2019-somehow someone was registered on ionic with their email,  but magically fitbit tech got it up and running (being my device was under warranty). 

They did another firmware update in March, now I cant get my IONIC to work.  I couldnt get it to sync.  Then my BT wouldnt even recognize the device on my laptop or my Samsung s9 phone. 

Fit bit is now 15 months old and out out of warranty.  Oh but Im suppose to be happy that there going to give me 25% off a new device, seriously?

[CYeadon]

Mine just started giving me problems. My will just randomly turn off. I have to restart it, but since I work in a prison and can't have my phone, my time is off. Fitbit was a great product, now they sell junk! You think by now they would fix the firmware update. I think they purposely do this so we will buy a new watch! Grrrrr 😡