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Unable to setup Ionic after firmware update

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‎10-08-2020 17:17 - last edited on ‎10-09-2020 15:10 by Fitbit Moderator

‎10-08-2020 17:17 - last edited on ‎10-09-2020 15:10 by Fitbit Moderator

Got Ionic in March 2020 as the screen on my Surge wasn't really readable anymore (it worked fine just hard to read screen). The Ionic worked absolutely perfectly and loved it. UNTIL … I was forced to update the firmware on the Ionic as it wouldn't let me sync until I did so. So in August I upgraded the firmware on the Ionic and ever since I have not been able to pair it with my Samsung S9 phone (software is up to date, v10). It worked absolutely fine until I had to update the firmware on the Ionic. I tested to see if it was the phone or the Ionic, so I checked with my old Surge and it pairs and syncs fine (I just cant really read the screen) I did a factory reset on the Ionic, which again forces you to upgrade the firmware as you cant do anything until you have. I removed the Ionic from the Bluetooth list, so it would be able (in theory) to "freshly pair" the Ionic. I've uninstalled installed the Fitbit app several times. I go to add the device in the app and it says "found" BUT when I go to put the code in from the Ionic, it doesn't work. It keeps coming back to... "make sure watch is charged and turned on; restart your watch, turn off Bluetooth on device and turn on again". It wont work no matter how many times I "Try Again". Does anyone know why I am not able to pair the Ionic??

 

Moderator Edit: Clarified subject

Best Answer
3 REPLIES 3

‎10-09-2020 15:10

‎10-09-2020 15:10

Hi @melishs, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device. Then, you can move forward and try the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes.  

 

I'll be here if further assistance is needed.

Best Answer
0 Votes

‎10-09-2020 20:51 - edited ‎10-09-2020 21:01

In response to RicardoFitbit

‎10-09-2020 20:51 - edited ‎10-09-2020 21:01

I am not an idiot i know how to set up a fitbit. Done everything and nothing works. AS STATED, it finds it, BUT wont pair.

**It is FITBIT that have stuffed up soooo much. FITBIT need to stop blaming users, especially of the Ionic and giving them useless info. It is wide spread and it IS Fitbits fault. Stop blaming users and making excuses and fix the issues with an update that actually works.

**People have paid hundreds of dollars for the Ionic and now because of the update, the devices are not fit for purpose as per Consumer Law.

**It IS the Ionic firmware update that is the issue. If it was the phone or app, it wouldnt work on any fitbit device ... yet as stated, the Ionic worked absolutely fine before the update AND it has and still does works perfectly fine on my SURGE.

**SO THE PROOF IS THERE... IT *IS* ISSUES WITH THE IONIC UPDATE.!!! 

**People have been complaining for months yet FITBIT still have done absolutely nothing!! 

WHY???

Best Answer

‎10-10-2020 00:14

In response to melishs

‎10-10-2020 00:14

I'm surprised Fitbit haven't come back to you at this point and put blame on your S9! 

Best Answer