Won't charge after new firmware update

[JLaw3]

Just to be sure it wasn't dirt or anything in the charging area, I cleaned it up.  But still does not work.  It charged as recently as Friday with no problems, but when i did the update this morning on my Ionic, it said to plug it into the charger to calibrate.  It just sat there saying that and was not charging.  I backed out of that to the main face and attempted to charge it again.  No luck.  I know the firmware was installed because of the new features (drop down menu, etc.). I know it was working before the update, unless by some crazy coincidence it stopped working the same morning I happened to update it.  Seems unlikely.  Anyone else experience this problem?  Any solutions?

Moderator edit: updated subject for clarity

[SunsetRunner]

See if a Restart helps and do it several times if necessary.

[ShinyAshPants]

My Ionic is not charging either after the update. I have tried a lot of things including the restart list they have and nothing. I think this is a problem with the recent update. 

[DevonD]

I will never buy another Fitbit watch.  They pushed this firmware update that killed my watch and refused to replace it.  It was only 18 months old.

This is the response I received from Fibit: "Upon checking our back-end tools, we can verify that the firmware update on the Ionic was not successful since the update banner is still present. On the other hand, although your Fitbit Ionic is no longer covered by our warranty, we'd like to help you in continuing your fitness goals, thus we offered the discount code to purchase a new Fitbit device from our online store"

They took NO responsibility for killing my watch and refused will not replace it.  They only offered a 25% discount for a new watch.

Moderator edit: removed personal information

[LizzyFitbit]

Hi everyone. It's good to see you participating in this thread and I'm sorry for the delayed response. @SunsetRunner, I'm glad to see you here, and thanks for your big help!

@JLaw3, @ShinyAshPants and @DevonD, thanks for reporting the issues experienced with your Ionic, as well for the steps tried prior posting. I understand how you're feeling about this update and appreciate the feedback that you've shared as that helps us to evaluate our products and improve their performance. Since this shouldn't have happened, I've contacted our Support team on your behalf and your cases are now under review so you can receive further assistance about this issue. Make sure to check your inbox, spam and junk folders, and follow up on your email case should you have any further questions.

Hope to see you around.

[DevonD]

LizzyFitbit, your support team contact me to tell me that they refused to replace my Ionic that they broke through the firmware update.  I will continue to provide my honest experience with your support team

[AndyInOz]

This pretty much mirrors the experience that I had over the weekend. Now my Ionic is down to 0%, so no chance that I can restart. Did you get anywhere with Fitbit support?

[LizzyFitbit]

Hi @DevonD, thanks for getting back. @AndyInOz, welcome on board. I'm sorry for the delay and let me continue helping you.

@DevonD, I'm sorry for the experience that you've had with our team. I understand your thoughts about this situation and appreciate you for sharing this feedback with me. Be sure it'll be passed along to our team. About your case, I just updated your details and I was informed that our team has send you some instructions via email. Please continue working with them, and feel free to let me know if you don't receive their emails.

@AndyInOz, thanks for letting me know about your Ionic's behavior. Although the battery is down to 0%, could you please try cleaning the contacts on your Ionic and charging cable? Then plug it into the charging cable and try the restart one more time to see how it behaves. I'll look forward to your reply.

See you around.

[Jenda99]

I too am having this issue since the newest firmware update.  Not only is it not charging with clean contacts and restarting, but my battery drained from 44% to 0% in a matter of hours.  Absolutely odd behavior!  No vibrating notifications came through at this time either.  

[fulie]

My Ionic has also stopped working. I did receive the update several days ago and it was working fine, but after the battery ran down yesterday, I've tried to charge in multiple sources (wall, USB, etc.) as well as restart and the screen remains blank/off. I just purchased this in the spring so should be covered by warranty (I hope!), but can not figure out how to contact Fitbit about this. Is there a customer service number? Thanks for any help!

[SunsetRunner]

Customer Support.

[LizzyFitbit]

Hi @Jenda99 and @SunsetRunner, it's good to see you here. @fulie, welcome on board.

Thanks for joining this thread and sharing detailed information about your Ionic. You did a good job with the troubleshooting posted above. I'm sorry that you've had these issues after the firmware update and since your watches aren't responding correctly, I've requested a case for each of you so our Support team can give you a hand. Keep an eye on your inbox.

@SunsetRunner, thanks for your big help!

I'll be around if you need anything else.

[mc_seem]

Hello, I'm experiencing the same issue as the others. My Ionic was working fine until the latest update. When the battery drained down to 0% completely, it's no longer charging. Device is 18 months, so out of warranty. It was working perfectly fine before the firmware update. What are my options? I already tried holding the two buttons for 15+ seconds, when I plug in the charging cable - display stays at 0% and the battery is not charging. I cannot get it to reset to logo. Thank you!

[mc_seem]

This is almost certainly some firmware bug. I managed to get my device out of that state.

FitBit Ionic, 18+ months old. Firmware version 27.70.7.14 installed last week.

Symptoms:

- fully charged device the night before (right before that I drained it down to complete zero, then fully charged)

- this morning it was off - not turning on

- while connecting the charger cable - instead of going thru the FitBit Logo, it was showing 0% screen and not charging

How I fixed it:

- I have a USB charger with power consumption monitor... I repeatedly tried pressing both Two buttons (left+bottom, left+top), Three buttons, until the device was showing that it's turned off and consumes zero. I had to redo that multiple times. The screen was all black, not showing anything.

- Finally it rebooted thru the FitBit logo and showed full charge.

There's probably an issue with this firmware not reading the proper fuel gauge battery level.

Is there a way to downgrade my device to an older firmware? Cause I don't trust that latest one...

[RoscoeTammt]

This has happened to me today....not happy jan.....upgraded ionic and the upgrade has damaged the unit and now wont turn on after live chat and troubleshooting and no go.....add to the pain it has a 1 year warranty and had it for 13 months......not happy jan

[LizzyFitbit]

Hi @mc_seem and @RoscoeTammt. It's good to see new members in the forums and I'm sorry for the delayed response.

@mc_seem, thanks for letting me know about your Ionic's behavior and the steps that you've tried to get it working again. I'm sure others will find your post very helpful! About your question, currently there isn't an option to remove the update downloaded on your watch. Our team takes every feedback posted in the forums seriously as it helps us to work on our products, so be sure that your words won't be taken for granted. If your watch continues having the same behavior feel free to let me know so I can help you with that.

@RoscoeTammt, thanks for joining this thread and for troubleshooting your watch. I understand how you're feeling and I've been informed that our team kept helping you via email. Please check your inbox so you can find more details about your case.

I'll be around if you need anything else.