Clock Face Not Working Correctly

[jimbag8]

I downloaded a new clock face which seems to have really put me in a pickle.   The clock would frequently lag behind and not keep up with time.  Bluetooth between ionic and iPhone 6s had more problems that I ever care to deal with.  So, I attempted to get a new clock.   With the bad bluetooth that did not work.  All clocks error out now and I have no clock face on my watch.  I have reset the watch, re installed the fitbit app, reset the bluetooth, and just now done a factory reset on the ionic.   I got a did not clear all data error, and as of now I have it stuck on the fitbit logo and seemingly a dead ionic.  Anyone have any suggestions?  This product has been a pain to date with all of the issues.   Untested clock face releases that wreak havoc on my watch like this are also not at all appreciated.  If I can ever get back into my watch I will report the clock face.

Moderator Edit: Updated Subject for Clarity

[N8teGee]

First of all, go into your phones Bluetooth settings and unpair the Ionic from there. Then go into the fitbit app and tap the account card in the top right hand corner. Press setup a device - Ionic - set up Ionic - replace your Fitbit Ionic - follow the instructions. Hopefully that will fix things. 

[jimbag8]

Thanks.   I had actually done a few iterations of this.  It appears the 2nd factory reset has me on the right track.  What a total pain this is.   I guess when all else fails slick it and start over...if you can get that to work.   FWIW, to do a factory reset (not just restart the device) here are the instructions.   https://factory-reset.com/wiki/Ionic

[N8teGee]

Good to hear it's working 

[jimbag8]

Looks like I spoke too soon.   🙂  on with support now

[SantiR]

@jimbag8 Welcome to the Fitbit Community! Thanks for sharing the experience you have had with Ionic and its clock faces display. Also, thanks for trying all of those steps and the workarounds provided here and for contacting customer support.

Any solutions from customer support to get you back on track already? 

@N8teGee Thanks for your great help on this thread.

Keep me posted! 

[jimbag8]

They asked me to send the device in for a swap out. Doing that Monday. Glad fitbit stands by its product. Not glad for this issue.

Moderator Edit: Personal Info Removed

[SantiR]

@jimbag8 Thanks for your reply and for providing those details. I'm really glad to read that customer support was able to provide a solution to get you back on track. I'm glad Fitbit stood for its product. 

Once you receive the new unit please feel free to follow these replacement set up steps for you to not loose any of your previous data. 

Keep me posted! 

[jimbag8]

10-4 that. I am looking forward to getting it back and getting set back
up!

Moderator edit: removed personal information

[MarreFitbit]

Thanks for the update on your replacement process @jimbag8! Once our team receives and processes your return shipment (usually 5 to 10 business days from drop off), they'll send you an email with instructions for next steps.  Stay tuned to your inbox! 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members and if there's anything else I can do for you, please keep me posted!