Set up problems with Ionic

[Andrew12345]

I received my new Ionic yesterday and have now spent 8 hours trying to set it up with no success!

Every time it gets to 100% on the set up run a red cross appears on the watch face and then it starts the whole cycle all over again. I've wasted hours and hours now of my life trying to get this to work.

I've tried completing the set up with both my iphone and my ipad but neither work. I never had these problems with my Blaze so has anyone else had these problems with their Ionic?

Moderator edit: Subject for clarity

[sjs271269]

Hi Andrew

I am also experiencing this issue.  i received my replacement Ionic yesterday and spent all evening trying to get it to update with the latest software, twice after about 90 minutes it would get to 98% but then fail.

Last night I was trying to update via wi-fi.

This morning, whilst at work, I have tried via bluetooth and after 3.5 hours, it is still updating, at least it has not failed yet, but it is now quite as I expected.

I have owned an Ionic for a year before the charging point broke, but have never experienced any issues updating with the latest firmware.

Thanks

Stuart 

[tombr2000]

Hello,

Good to hear that I am not alone.

My family all have charge 3 and never a problem. Now i get a ionic yesterday as a gift and the same here. Update takes for hours and when it's nearly done red cross shows.

[PaulArnold]

Yesterday I bought my wife a charge 3 and my self a Versa.   The charge 3 set up ok.  The Versa failed no matter what I did.  So took it back today what bought an iconic instead.  And it will not set up. As soon as it completes the download and starts to install.  Red Cross then reconnects then goes back to downloading again.   As I managed to set up a charge 3 for my wife with out any issue.  Is any one looking to sort this out.

Moderator edit: Word choice.

[Tom1022]

I have been having the same problem as everyone else, I bought my 1st Ionic yesterday. Spent 4 hours yesterday and 3 hours today trying to get to load the OS. Took it back to Best Buy and the expert there couln't figure it out. I exchanged it for another Ionic hoping it was a technical problem ha ha ha ha, I'm so naive to believe a company like Fitbit would put a product like this on the market and expect its customers to have these kind of headachs, and YES with my second one, I am still having the same problem. This is my first Fitbit and I'm about ready to take it back to Best Buy and try to find an old pebble steel on line. I would rather put up with old technology than to put up with a company who would put their customers through this kind of frustration. 

[YojanaFitbit]

Hi @Andrew12345 and @Andrew12345 nice to see you here. Welcome to the Community Forums @tombr2000 @PaulArnold and @Tom1022.

Sorry to hear about the issues that you're having to set up your Fitbit Ionic. Thanks you for all the steps that you've tried to connect your Ionic. You've done an excellent job checking the steps on the Fitbit Forums.

• Have you tried to remove your Fitbit Ionic from the Fitbit app and from the Bluetooth settings on your phone? So you can set it up as a new device. This have helped other users with similar issues.

• What model of phone are you using, please take a moment to see the phone requirements to be able to update your Fitbit with no hassle.

Step by step instructions for updating your Ionic can be found here. If you run into any trouble updating your Ionic, I recommend reviewing these troubleshooting tips. 

If you need more help please let me know, since we might have to check with our support team.

I'll be around. 

[Andrew12345]

I've removed the Ionic from the app numerous times and started from scratch with no success. I've also turned off the Bluetooth settings numerous times as well. I'm using an iPhone x so its fairly new and have the latest update installed. 

[slamontagne]

I received my brand new fitbit ionic in the mail this week as well and I have tried everything and nothing seems to work.I have followed all of the steps that the help forums have suggested and still no successs.

Please help

[Tom1022]

I have tried all the SUGGESTIONS ( you have come up with to divert the attention of the incompetence's of FITBIT and their excuses for their inability provide a product  that the common person can use)  you have provided for the past four hours and still have nothing. This is the most ridiculous product I have ever purchased. you charge $250 for the product and expect the customer to spend 15 to 20 hours to learn how to install it. What kind of marketing is that????

I have been reluctant to try FITBIT PRODUCTS, and now I know you don't care about the individual person, it is obvious you only care about the $$$  because this whole process is a scam. When I brought the Iconic, there were no what if instructions for the installation or even call us if you have problem. Instead the common person struggles for hours and then try's the on line blog. what a joke.  There is NO REASON WHY A CUSTOMER NEEDS TO HAVE TO GO THROUGH ALL OF THIS TO USE A PRODECT THEY PAY A RETAIL PRICE FOR. 

Also the last comment I want to hear is:  "SORRY TO HEAR ABOUT THE ISSUES YOUR HAVING TO SET UP YOUR FIBIT ICONIC". What I want to hear, "SORRY" we will fix it for you. 

[tombr2000]

Hi, thanks for your reply.

I have removed my ionic several times from the app. Even uninstalled the app several times. Erased from the Bluetooth settings. Then tried it on my laptop. The same result. The iconic connects, tells me that an update is needed and if I proceed. It downloads, then starts the install and then the red cross comes on the display. On my laptop it even tells me the install is done, but the ionic just shows the logo and link to setup. So I would appreciate an answer and a solution. Why spend more money on something that not works. The same day we have bought a Charge 3 for my daughter and this works fine.

[JASOND5]

I'm having setup issues with my Ionic. I'v done everything possible and nothing works. downloads and installs updates then red cross and starts over. i have iphone 11 pro max. I've deleted apps removed devices everything doesn't work! I want a solution to my problem cause nothing is working!!!!!!!!!! 

[EdinaHandy]

I have also tried all this, still my replacement wont download or finish installing updates, yet my old ionic is fine connecting so what's the actual issue here?

[JASOND5]

I'm having setup issues with my Ionic. I'v done everything possible and nothing works. downloads and installs updates then red cross and starts over. i have iphone 11 pro max. I've deleted apps removed devices everything doesn't work! I want a solution to my problem cause nothing is working!!!!!!!!!! 

[WLothianTed]

I cannot believe that a company the size of Fitbit are allowing this to happen. My New Ionic is my 3rd Fitbit and it will be the last. I’m going to persist tomorrow (day 3 of trying to set up) and if I have no joy it’s getting returned on Monday for a refund.

[Kazzey]

Having this exact same issue. Very frustrating to wait for it to update just for it to fail everytime. 

I looked up all the troubleshooting... restarted the device, my phone, used my computer, & everything else I could think of. 

Hopefully theres a fix soon 

[Kazzey]

Ps. I have a Galaxy Note 9

[SunsetRunner]

Me too in Japan.

I bougth Ionic 3 days ago and I have the same problem as everyone. I can not use it.

I am looking forward the trouble shooting.

[1richardcranium]

i also have a ionic   the first one i got in November  it stopped syncing  and also displaying anything on the screen so week ago  i had one send from fit bit  and got it yesterday. now this replacement will not complete its update it takes about 30 running its 1-3 install then  i receive the big red x. i have tried at least 11 times still no time on display only the logo after calling fit bit tech support again and doing all the resets and power offs i still have a useless item i cant use. I am told to send this one back on my dime so they can look at whats going on, i ask do they send new replacements or refurbished out and was told it depends. now i must wait for a answer about getting another.. what a joke ill never buy another fit bit item again. i just ordered new units for me and my family from the   leading  brand,  a-p-p-l-e  seems to be the way to go  with apple stores all over and repair centers... i wasted so much time and money for nothing but trouble... 

[micm66]

Add me to this list, 3rd fitbit ionic in 2 years, and cant setup from new, tried everything listed, and it just fails and I get the red X . It then says I have to update the firmware, on my android phone, even though the fitbit is at the setup screen again, If I proceed with the update, I get the white fitbit logo on the watch, it gets to 100% , then the phone says updtae failed,try again or try over bluetooth.

Neither wifi or bluettoth completes the setup.

[SameerR]

Exact same issue since un-boxing my ionic.  It’s been over frustrating 12 hours of trying to get it going without any success.  Used my Android Nokia 6.1 and then iPad Air, paired, unpaired, re.booted everything without success!  As soon as the update finishes, it goes into next update and then a Red Cross.  Bang.  And seems like I am not the only one facing this. Just ridiculous!