While installing the update Ionic got stuck flashing the Fitbit icon

[GinMe]

I tried installing this update this morning. My Ionic keeps flashing the fitbit icon and never finishes updating. I made sure that it was charging. I tried Bluetooth and Wi-Fi with the same results. I can't get the Ionic to restart. It just flashes the fitbit icon. I had my Surge fail to update a couple of years ago too and could never get it to update or restart. I'm out of warranty. Can you help me with this update problem? I'd rather not buy another Fitbit if an update is going to transform it into a piece of junk. 

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@GinMe Welcome to the Community. Sorry for the delayed reply. 

Thanks for the details mentioned and the troubleshooting tried. Since, you're unable to restart it, I would recommend to perform a factory reset by doing the following: 

- On the device, hold all three buttons for about 10 to 12 seconds.
- When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
- When the device vibrates, release all buttons.
- Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
- When the device successfully resets, pleaes use the normal out of the box process of updating the firmware 

Let me know how it goes. 

[TabithaB]

Ionic froze after newest update and I don't have an Iphone. Also I have let it die and reset it. Still frozen. I tried the steps listed still only shows the fitbit icon and that's it. It won't do anything!

[SilviaFitbit]

@TabithaB Welcome to the Community. Sorry for the delayed reply. 

Thanks for the details mentioned and the troubleshooting tried. 

In this case, I've shared your post with our Support team and they've mentioned you had already a case with them. Please continue the communication through email, they will continue assisting you. 

I'll be around if you have any additional question.

[GinMe]

Silviafitbit:

I was able to do the factory reset with the steps you detailed. Once my Ionic was reset, I was able to install the update without error. I've tested out the Ionic with my normal daily routine and it documents my steps, workouts and sleep as it did before. Thank you.

GinMe

[SilviaFitbit]

@GinMe Thanks for getting back. I'm glad to hear that after you performed the factory reset, you got it working again.

Hope you can continue enjoying your Fitbit Ionic! 😀