Unable to install new apps on watch

[GTPune]

I am unable to install new apps on Ionic. Once I click install button in app store on my android FB app, the progress bar just keeps looping but nothing happens. Currently I have four app install stuck in that mode. I tried via my Desktop all also but same result. Can someone please help? 

Is there a way to cancel these hanging installations. Every time I restart my phone FB app, I get a message to either "continue installation" or "Not Now" but no option to cancel it altogether. 

[NellyG]

I would go with the not now option and I think that should stop it. What phone are you using? Have you tried restarting your Ionic several times? If not, give that a try and try installing an app again.

Restart your tracker

[GTPune]

"Not now" option does not cancels it. And what it's has to do with phone? Same behavior is seen via destop FB app. Of course I have dinn usual start stop.

[LPHawaii]

I am stuck here as well.  I tried to install a simple clock face and I get the "Unable to connect to Ionic" message flashing up every minute or so (iPhone 6S is sitting within 1 inch of Ionic).  The app never installs and won't let me cancel the install. 

This is the second time this has happened.  First time, I had to do the Factory reset just to return it to a usable state.  This happens whenever I try to install or update anything via the iPhone Fitbit app.

The device is left in an unusable state.  Factory reset takes at least an hour. Need help/advise from Fitbit.

[GTPune]

There is no way I am going to do a factor reset. There is no guarantee I will even get it back working at least to the same crappy level it is currently working at. I am hoping support can do something from backend to cancel these install. I have sent an email to support also.

[SunsetRunner]

Got the same issue. Clicked install app, just sits on a loop. Tried unpairing, uninstalling the app, factory reset, reinstall, repairing the device, and as soon as I start the app up again, back to the same issue!

Essentially it renders the watch unusable as while it is "installing" you can't sync. Only purchased it yesterday, I have contacted fitbit for a fix to the issue and if there isn't one, I will be sending it straight back. Obviously a bug in the app.

[GTPune]

Received an email response from support which is, as usual, completely useless. Four out of five of their suggestions are about why an app may malfunction which is already installed on the watch although I clearly explained my problem in the mail I sent them. Fifth suggestion is about watch being connected to wifii and I am sitting next to router.

[LPHawaii]

Update to my post.

While charging my brand new Ionic, I tried installing another clock face and had the same problem with the "Unable to connect to Ionic" message constantly popping up and going away.  I let it go for the entire charging period and it seemed to install the clock face eventually.

I noticed that the bluetooth connect between the Ionic and my phone was constantly coming and going.  It would connect for a few seconds then disconnect, over and over.

I did all the usual Bluetooth trouble shooting steps (listed by Fitbit and Apple) including:

• Eliminating all other Bluetooth connections on my phone.
• Rebooting the phone and the Ionic multiple times
• Doing a factory reset of the Ionic and starting over from scratch
• Uninstalling and reinstalling the Fitbit app.
• Pairing and re-Pairing the Ionic

Nothing changed the intermittent Bluetooth connect/disconnect I am seeing.

So the question really is:  Why won't the Ionic maintain a Bluetooth connection to my phone long enough to install an app, or update an app, or sync?  

I have other Bluetooth devices that have no problem connecting to my phone (including my old Charge 2, my CR-V and my BBQ meat thermometer) so I don't think the problem is which my phone (iPhone 6s).

Anyone from Fitbit support got any ideas?  The Ionic works fine otherwise, just won't maintain a Bluetooth connection with the phone and app.

Lori

[SunsetRunner]

I have just made contact with their support team on Twitter and found them
just as useful as you have.

They advised me to look at the sync troubleshooting guide. They completely
missed the fact that the issue isn't sync as it was doing that fine until I
decided to install one of THEIR apps. Since clicking install, it's been
"installing" all day and I can now no longer sync, as an app is being
installed?!

I have asked them for a fix. I only got the watch yesterday and if they
fail to provide me with a suitable solution they can have the watch back
and I will just get another brand.

[LPHawaii]

Update again.

After reading through more forum posts I found one that said to reconnect another fitbit device.

I reconnected (setup) my older Charge 2.  While that device was connected via the app. I added the Ionic and it now connects perfectly with NO cutting in and out.  So as long as I keep my old Charge 2 powered up and next to my phone, I can sync my Ionic.

WTF???

[SunsetRunner]

Very strange. My sync was working absolutely fine when I purchased the
watch yesterday. It's only since I clicked the install on the apps that it
does that weird installing status bar and hasn't moved all day and while
it's "installing" the watch won't sync and things like notifications don't
work etc.

Support are looking at all my screenshots and videos showing the issue. See
what they come back with and if they don't know why, I best start looking
for a different brand of fitness smart watch?!

So after many messages sent between myself and fitbit customer support on Twitter, directing me to their knowledge base on a number of different issues to try and resolve it, they agreed that they were unable to assist and created a technical support ticket for the problem.

I thought I would give it one more try myself as I'm sure technical support won't be that quick to fix so what I done was...

Unpair devices on Bluetooth settings on my phone 

Went into fitbit app, removed the ionic from my account.

Went into app settings on my phone, found fitbit, cleared data and cleared cache.

Restarted phone

On the ionic watch, go settings, scroll down and find perform factory reset. This resets the watch as if it's straight out of the box.

Go into the fitbit app on your phone and set the ionic up like you done first time.

This seemed to fix the install issues and lessons have been learnt. Don't install any extra apps!!! The apps that were "installing" before now say update next to them which I won't be doing.

Hope this helps you solve your problem too.

Moderator Edit: Added Info of Next Post

[LPHawaii]

This morning my Ionic would not hold a Bluetooth connection to my iPhone 6s again (after working yesterday for a few hours). It's doing the connect/disconnect thing it was doing yesterday.  My Ioinic is within 1 inch of my phone and 10ft from my router.  

I uninstalled the app, rebooted the device and reconnected. After about 10 minutes it finally got through the device add routine and synced.  

It holds the Bluetooth connection as long as I never shut down the Fitbit app.  This is obviously not acceptable.

After closing down the app and restarting my Ionic won't connect again.   Closing the app (as opposed to leaving it running) loses the Bluetooth connection and I never get it back (at least not  long enough to sync or do anything that requires a connection to the app like installing or updating apps or settings).

Gonna call Fitbit support on Monday.  Reserving the whole day for the process.

Moderator Edit: Format

[GTPune]

@SunsetRunner I have installed a few apps on my watch in past. At that time also it wasn't a smooth experience. Process failed a few times but eventually installed the app but it's stuck hopelessly this time. What's the point buying a costly gizmo if you cannot use it's app ecosystem.

My watch is at a firmware version which is missing just one last minor upgrade and support is insisting that I do that update first. Given the horror stories of upgrades going wrong, I don't want to attempt an unnecessary upgrade and when a simple app install is not getting pushed to watch, what are the chances that a firmware upgrade will happen successfully!

[SunsetRunner]

I won't be installing anything further as it seems to be working now I will
just have to make do as it is without installing any additional apps.

It's a bit like a hit and hope approach to resolving the issue.

[LPHawaii]

Final Update to the Saga.

After figuring out the only sequence that would allow me to sync (remove device from app, reboot Ionic, re-add the device to app--a 10-20 minutes process), I called FitBit Support.

My experience with FITBIT support was AWESOME.  It helped that I had spent the weekend whittling down the steps to reproduce the problem and shortening the nasty workaround to force a sync. In a former life I was a software developer so I know what to do wrt reproducing steps and doing all troubleshooting BEFORE calling support.

After patiently listing to my list of steps, they said, "We'll send you new Ionic right away."  That was Monday morning, I got it today (Wednesday).

The new Ionic works just fine.  No problems so far with syncing or apps.  We'll see if it's still working tomorrow.

If you are having nasty problems syncing (Bluetooth and WiFi connections were the problem), it may be a hardware issue and Fitbit may send you a new one.  No guarantees--but be extra nice to the support person and you might get good results.

Good Luck with your syncing problems.  

[SantiR]

@LPHawaii Welcome to the Fitbit Community! Thanks for reporting the situation you were experiencing with Ionic. Thanks for all the updates on this too. I'm really glad to read that customer support was awesome and found a solution to get you back on track.

Feel free to follow these replacement set up steps once you receive your new unit. That way, you won't loose any of your previous data. 

@SunsetRunner It's great to see you in the Fitbit forums! Thanks for sharing the workaround that helped you out with this. If you keep experiencing problems with this, please let me know. 

@GTPune Thanks for sharing your experience on this thread. Did customer support provided more information? It is possible that a firmware update is pending on your watch. Try these steps if you are having trouble updating your watch's firmware. Make sure you have a strong internet connection when you do this! 

@NellyG Thanks for your help on this thread!

Keep me posted! 

[Viello]

Having the same problem...have been happily adding watch faces to the newly allowed 5 faces in the Ionic, but ONE watch face is in a recurrent "fail to install" cycle, which cannot be stopped by rebooting phone or bluetooth...Fitbit just says the watchface has not finished installing and give a choice to Continue or Wait on install...BUT...if it offered the choice to *cancel* the install then the problem would be solved (even of the problem was the app).  

Really stupid that Cancel Install is not a choice. 

[Shri21]

I have a different problem, both my Fitbit app and my ionic are updated yet it still doesn’t allow me to install apps like Spotify. It says that make sure that you’re app and Fitbit are updated , which I know they already are 

[Shri21]

I have a different problem, both my Fitbit app and my ionic are updated yet it still doesn’t allow me to install apps like Spotify. It says that make sure that you’re app and Fitbit are updated , which I know they already are 

what should I do