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Unable to update Ionic firmware version

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‎12-27-2020 18:09 - last edited on ‎12-27-2020 20:58 by Fitbit Moderator

‎12-27-2020 18:09 - last edited on ‎12-27-2020 20:58 by Fitbit Moderator

So I purchased a new Fitbit Ionic online from Sportchek. I took it out of the box and began charging it, when I tried to update through the app it keeps saying I have a wifi error, or it will update for 15 HOURS, then shut off and say there was an error. 

 

Also, it won't go past the welcome screen. It seems as though the touch screen, and the buttons are not responding.

 

I'm basically stuck with this vegetable watch that can't do anything and I realllly would like some help figuring out the issue!!

 

PS.

 

I have a Huawei P20, I have updated settings to be compatible, from what Fitbit website suggested.

 

And the wifi it is connected to is same and on my phone.

 

Moderator Edit: Clarified subject

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‎12-27-2020 20:58

‎12-27-2020 20:58

Hi @Ljennifer250, welcome to the Community Forums.

 

Thanks for bringing this to our attention and for all the details that were shared in your post, I understand how frustrating this matter can be for you. If you haven't already done so, I recommend you to learn more about how to update the firmware version of your Fitbit device with the information that's specified on this help article. Then, please move forward to the troubleshooting steps that are specified on: Why can't I update my Fitbit device? and let me know how it goes.

 

Please keep me posted.

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