RESOLVED: Ionic calibration message

[MattFitbit]

Fitbit Update 5/23: This issue is now resolved. 

Huge thanks to everyone who endured this calibration notification. Your quick and detailed feedback helped our team to identify and implement a fix. 

If you are still seeing this calibration notification, please the steps I posted here to successfully calibrate your Ionic. 

If you are still experiencing this issue after performing the steps detailed above, please feel free to let me know by starting a new topic on the Ionic board. 

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Fitbit Update 04/25/2018: Thanks again for your continued patience as our team works towards a resolution to this issue. 

I appreciate all the feedback we have received in response to this calibration error. This information was very helpful for our team as they identified to root cause of the error. 

We hope to have this fix implemented soon and I will be sure to keep you all updated on when this release will start to roll out. 

I recognize that this is not an ideal experience, so I truly appreciate you all bearing with us while our team gets this sorted out. 

If you have any additional questions, you know where to find me.

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Fitbit Update 04/09/2018:  Just wanted to thank you all for your continued patience as our engineers work to fix this calibration error message issue. 

As mentioned previously, our team is aware of this issue and have proposed a fix which will be rolled out in a future update. 

I understand that the calibration message may be annoying to some and I want to assure you that our team is working diligently to have this issue resolved as soon as possible. In the meantime, please continue to ignore the calibration message as this should not affect the functionality of the Ionic. 

Special thanks to all who have confirmed whether or not they had performed a factory reset prior to receiving this message.  

If you have any additional questions, you know where to find me!

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Fitbit Update 03/27/2018: Hi all. 

Some users are receiving a persistent notification to calibrate their Ionic after updating to Fitbit OS 2.0. 

Our team is aware of this issue and are currently working to have it resolved in a future update. I will be sure to keep you all posted as more information becomes available. 

Thanks to all of you who have spent the time to report this issue, as your experiences have been forwarded to our engineering team. 

In the meantime, please ignore the calibration message, as it periodically may continue to pop up. 

If you have any additional questions, please feel free to reach out. Thanks again all! 

[Josepha]

LOL!   

I returned mine.  Refund need to come.  

Totally agree with total crappy service, crappy product and waste of money!  

We fell for the marketing gimmick!  

[Josepha]

Please keep on thanking for next 6 months and then turn bitter!  Welcome to our world!  Either you are naive or fitbit representative!

[Crusaders69]

Matt,

I received a message from you on another thread, less then 6 hours ago stating the problem has been solved. However, it still doing the same thing, not completing the downloading. I followed all steps. Grrr, I also sent you a PM, and no reply. 

[DaveJoe]

So are you just going to keep telling us this until it is too late to return them? Mine is going back now.

[TouchDown]

I’ll deliver mine back. I got my guarentees in order. Then we see what happens. I like the fitbit. Its a brand whit good repetoar. Until now...

Sendt fra min iPhone

[Toby78L]

I had a laughable response to a direct email today....

“The issue that you're reporting is a known issue and we're aware that it may be casing problems.

This issue has been reported to and to our knowledge it has also been resolved. Please tap the option "later" when the message appears. Tap this multiple times and the it should dispersar after a certain amount of times.”

Apart from the spelling and English being appalling, the response itself is just ridiculous.  Their answer to the issue being fixed is to select “later” when the message appears and it will go away. Hardly a fix, more of a ignore and sweep under the carpet response!  They completely ignored my questions about when we can expect the next firmware update and the fact that if the message appears when on a run it will stop tracking the activity.  

I think the real solution here is return, return, return!  Fitbit clearly do not give a hoot about their customers, which is a shame as the Ionic has real potential to be a great product

[dkb3]

Tired of Fitbit's BS responses over the past six weeks...mine went back yesterday. Their customer service is horrible. Bought the Apple iWatch Series 3. 

[Josepha]

So true! As mentioned by you, it is messed up! 

Apart from the spelling and English being appalling, the response itself is just ridiculous.  Their answer to the issue being fixed is to select “later” when the message appears and it will go away. Hardly a fix, more of a ignore and sweep under the carpet response!  They completely ignored my questions about when we can expect the next firmware update and the fact that if the message appears when on a run it will stop tracking the activity.  

[Toby78L]

So after persisting for an actual meaningful response from FitBit, I received the following:

“Currently, we do not have a time frame on when the next updates are going to be added and whether or not this specific issue will be resolved. ”

Mine is now going back today under Section 10 of the Consumer Rights Act 2015, which states a product must be fit for the purpose it was purchased for.  As this reoccurring message interupts my tracking during runs and stops recording, it’s fair to it is no longer fit for purpose and by FitBits own admission no resolution is in sight.  

Don’t be fooled people, this isn’t going away.  Return before it’s too late! 

[HansRT]

I believe this issue is hardware related and that Fitbit is unable to fix it with a software update. Probably the have issues with their quality control and some batches of the watch. Shouldn’t every watch have this problem if it was software related? It seems to be like that with the GPS accuracy also, some have issues others have not. I have no problems what so ever with my ionic. 

[SunsetRunner]

If this is true, I purchased the insurance with this watch through Best Buy.  I can return my current ionic as defective, which it is,  and get a replacement that might not have the issue.  Might be worth a try.

[MELunn]

Depends whu=ich fault you are looking at.

the calibration error message only started appearing on mine when FitBit installed OS2.  I tried the factory reset to lose this but it automatically reinstalled it.

I did not hav the error message prior to OS2 so would guess this is soft/firmware.

I believe that I had issues with the actual Heart rate it displayed before and after the upgrade - alwyas reading low.  Now this may be hardware and what is happening now is that the firm/software upgrade cannot calibrate the hardware.  In that case the watch is definitely $%^&£$  and needs to be returned  ASAP in my opinion.

mine has gone back - farewell Fitbit Ionic - welcome Garmin Vivoactive 3

[mevalle]

Any idea on when the update will roll out? This has been happening since the last update. Are you issuing our new cables or something?

[TouchDown]

I dont belive an update will happen any time soon. I went to my store today. They just wanted Fitbits opinion before takeing my watch back.

So i expect to deliver it whitin the week. Cause if fitbit answers like Matt here then they have no choise. Cause they dont know when its fixed. If i buy a car and after 2-6months after then the electronics in the car is a mess and they cant fix it for 6+ weeks. Im 1000% sure the car company would be forced to take it back.

Sendt fra min iPhone

[MarreFitbit]

Hi all! I'd like to begin by saying that we understand that this is an important topic to everyone in this thread, but I'll remind you that our Community Guidelines ask for civil discourse on these forums. Please refrain from inflammatory posts and personal attacks.

As mentioned here, we do not have a time frame on when the next updates are going to be added and whether or not this specific issue will be resolved.

We truly appreciate the thorough feedback for the Fitbit platform, devices, and customer service. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback. And all this feedback has been heard.

And I'm really sorry to hear that some of you have returned the Fitbit Ionic, I know that this issue has been inconvenient. However, our team is working to solve this inconvenience as soon as possible. I have a Fitbit Ionic too and I totally understand what you all are going through. 

In the meantime, please continue to ignore the calibration message as this should not affect the functionality of the Ionic. 

Believe me, we appreciate your patience and understanding with this matter. 

If there any questions present, please let me know and I'll be glad to help.

[SunsetRunner]

Will you please stop saying that the calibration issue doesn't effect the functionality  of the ionic.  I have had multiple occasions where my workouts were not recorded due to the calibration message appearing during my workout.  Not acknowledging issues that are happening is probably what is frustrating people. 

[TouchDown]

I dont see anyone doing any personal attacks here. We are talking about fitbit as a company. So if u feel i did tat cause i mentioned Matt then thats not the intencion but my of talking to a member of ur team. Now to ignore the calibration error is one thing. Saying it dont affect the device is wrong. How can u say that? The step count doesnt work correctly and the HR is dead cause it hasnt calibrated. 

So an easy question: if ya recall the latest update and we reset our watches. Would that fix the calibration? And will that be a temp solution to do until fitbit finds the script error thats causeing it?

[Josepha]

Dear Maria,

How wrong and corrupt you guys could be?  I can't believe that you are trying to be wrong and strong both at the same time by trying to say that we the customers are at fault here.  Please go back and read your dictatorial message!  As you stated:  

Hi all! I'd like to begin by saying that we understand that this is an important topic to everyone in this thread, but I'll remind you that our Community Guidelines ask for civil discourse on these forums. Please refrain from inflammatory posts and personal attacks.

So please mention who has attack personally and inflamed?  Is it uncivil to ask a neutral question?  We have spent $350 or $150 on your product, which is defective.   Come on!  Someone made you marketing person?

[rickmcp]

You say the next update may not include a fix. Matt says they have proposed a fix in the next update. This is why people are angry. You aren’t attentive to your customers needs and you aren’t sharing a consistent message. This is a brand killer. I would suggest you right this ASAP before people start organizing a campaign against the company. You tube...Facebook...Instagram...twitter. Do the right thing. Tell people you will fix it within a month or refund the money. If your engineers can’t fix it in 3 months I doubt they ever will. 

[Josepha]

So well said! (as mentioned below)

I dont see anyone doing any personal attacks here. We are talking about fitbit as a company. So if u feel i did tat cause i mentioned Matt then thats not the intencion but my of talking to a member of ur team. Now to ignore the calibration error is one thing. Saying it dont affect the device is wrong. How can u say that?