RESOLVED: Ionic setup issues

[MattFitbit]

Update: 08/31/2018: Hi everyone, and thanks for your patience while we worked to resolve this issue. The setup process should now be working normally, and you can follow the instructions here to pair a device to your account.

If you continue to encounter any difficulty with setup, please let us know.

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Fitbit Update: 08/30/2018

Hi everyone!

Our team is aware of an issue which may be affecting the firmware up process for new Ionic users. Our team is aware of the issue and are currently working to resolve it. 

I will share updates with you all as soon as I receive them.

[EdWilliams1976]

Hi - new device arrived today, have spent 3 hours trying all manner of ways to get the device to finish and update, before first year. WiFi and Bluetooth connections keep failing.

I know my WiFi is good (my son and I game on it, without issue).

I don't have other FitBit devices, I've a new account.

I have tried reinstalling the app and forgetting/reconnecting to WiFi several times.

Lost hope!

Hoping that someone can help me!

[Bwelsh1808]

I’m having the same issue. Bought it 2 days ago and haven’t been able to use it at all! I’ve tried just about every trouble shooting I could find! Keep me posted if anything works for you please!

[Bwelsh1808]

I bought the Fitbit Versa 2 days, could not get it to work to the newest version. So I went back to Verizon today, switched to the Ionic because I was told by customer support that the versas are having system problems and didn’t know when they would be fixed. I’m having the same exact issue with this one!! It won’t update via WiFi, Bluetooth or on a desktop. I’ve reset the watch, disconnected it from the phone(iPhone 8 plus) and reset both, I’ve tried just about everything I could find for troubleshoot and nothing is working. It is absolutely ridiculous that I paid for a watch 3 days ago that I can’t even get to work, let alone use at all!! Getting tired of this, I’ve never had this issue with Fitbit before and I don’t want to have to switch to a different brand because the systems haven’t been working. 

[SteveCoatney]

I had all manner of problems with my original Ionic, for months, until Fitbit support finally agreed that it was a faulty device (the Ionic itself, not the phone/wifi etc) and sent me a new one.

That said, you could be lucky enough to get by with a few reboots/resets.

For starters, it sounds like you have not actually been able to get through the initial setup process, is that correct?  It generally connect to the tracker via the app, has you enter a code into the app that you see on the tracker, and then downloads the latest firmware.    At what point are you failing?

Also, I notice that Fitbit has put out notice that a number of users are having trouble installing the latest firmware on Ionic and Versa, so that may be what you're running into.   They say they're working on it.

[AdamAndCharlieD]

My ionic went black and unresponsive durning a workout. I took it off and it's plugged into the charger cord and still nothing. Green light on the back is flashing though. 

[AdamAndCharlieD]

Holding all the buttons in seemed to restart/reboot it.  

[CL350Pilot]

Thank you for some encouraging words.  How will you let us know how we can fix our iconic's?  I have been told for about 8 months "they are working on it."  mine won't update and no longer allow use of most functions.  I can still use the stopwatch/timer and it does download info to the iPhone, but the Coach function is unusable.  

[EdWilliams1976]

I get through the initial setup and connection of the device to phone, via the 4 digit code. It’s when it is doing the software update that it fails.
After 5 hours Andy out 30 attempts, it finally worked last night.
Not impressed so far!


Sent from my iPhone

[SydneyBloke]

Please put me on your update list for this post.

Cannot get my Ionic synched no matter how many times I try.

Phone finds it, code on watch entered...then nothing.

[MattFitbit · Accepted solution]

Fitbit Update 08/31/2018: Hi everyone!  -- I appreciate your patience as our team worked to resolve this issue. The firmware update process should now be working as normal, so I will be closing this thread down to further comments to help keep the community tidy. 

If you have not set up your Ionic yet, I recommend following the steps detailed in this article. 

If you are experiencing any issues with your Ionic, I invite you to make a new post on the board or comment in a relevant thread and I will be happy to assist you there. Thanks again!