Bluetooth connection issues between Ionic and DTEK60

[Bujica]

Hello,

I've had the Ionic for a few months now, it worked fine in the beginning (maybe first 2 months), until the (in)famous firmware update that messed up the alarms. Since then, even though I have updated to the latest firmware, the Bluetooth connection does not work without un-pairing and then re-pairing device first. So every time I am trying to synch it to my phone, I have to un-pair the device first. After it's synched, the bluetooth connection is lost again, so I am not getting any notifications on the watch (it used to work fine for the first couple of months I had it). I've done a factory reset and tried a lot of other things, nothing seems to work. Does anyone have any ideas? Thank you!

[SantiR]

@Bujica I hope you're doing well! Thanks for trying the factory reset and the other workarounds you were able to find here in order to sort this out.

Have you tried resetting Bluetooth instead of un-pairing the device? You could try turning off Bluetooth for 10 seconds and then turning it back on and check if it will connect.

Also, try this:

• Log out from the Fitbit app.
• Reboot your phone.
• Log back in to the Fitbit app.

Try to sync then, also a normal restart usually helps too.

For notifications, try the troubleshooting steps found here. This should also help.

I also noticed something very important that may be the principal reason why you are experiencing this situation. By checking the list of supported devices I noticed that the BlackBerry DTEK60 is not listed there. Usually, when a device is not listed; it is possible that some issues like this may happen. I also use an unsupported device and have experience a couple of issues with it. I understand it used to work, but please take that into consideration as it is very important. 

Are you able to try with a different mobile device or a computer?

Hope this helps. Let me know how it goes! 

[Bujica]

Hello Santi, thank you for the reply!
Yes, I have tried resetting the Bluetooth, but it makes no difference.
Tried logging out of Fitbit, rebooting the phone, logging back to Fitbit, no difference.
Tried normal restart to no avail.
The notifications work for less than 5 minutes after managing to synch the watch, then they stop working again, so it's for sure related to the bluetooth connectivity issues.
I did contact support and they advised my phone is not in the supported devices list (a bit frustrating for me, as when I bought it it used to work fine, but I understand perfectly this might happen. It's just that since it used to work with a previous firmware, I am hoping it might work again with a future one, I don't want to change either the phone or the watch in the near future).
I can't try another device, as this is the only phone I have, I tried connecting it to my Windows 10 laptop but it does not connect to it for some reason, even though Bluetooth is enabled on it and I can connect other devices (like the phone for example) to that laptop...
I guess I am stuck doing all these additional steps for now at least, but thank you for trying to help!

All the best!

[SantiR]

@Bujica Thanks for your reply! You are welcome. It's unfortunate to hear that it is not connecting anymore with that mobile device. 

It's a bit strange that your Windows 10 computer won't connect with your Ionic or phone. Have you tried the following already?:

• Restart your computer.
• Reset Bluetooth (turn it off, wait 10 seconds, turn it back on).

If it doesn't connect with your Ionic and your phone too; maybe  the laptop needs to be checked, I'd recommend contacting your computer company in that case.

However, I'd recommend checking this helpful article about connecting with a computer. This might help you out with this too!

Hope this helps. Keep me posted! 

[Bujica]

Hi Santi,

After reading your link and trying everything to no avail, I have contacted Fitbit Support and they helped me connect the watch to the laptop, it works fine now. So at least if plan A (phone) doesn't work properly, I have Plan B (laptop) 🙂

Really appreciate the time to respond to me!

Keep up the great work, all the best!

[Bujica]

I spoke too soon. That connection was a "one time wonder", it stopped connecting after 😞

Now it behaves just like it does with the phone, in order to make it connect I have to kill everything, un-pair and start completely from scratch.

I am starting to think there might be some issues with my watch's bluetooth...

[SantiR]

@Bujica Thanks for your reply and for giving me that information. That's unfortunate to hear! 

Thanks for contacting customer support regarding this. Have you contacted them back again to inform that it quit working? Make sure to use the open case you have with them already for a follow up response. 

Let me know how it goes! 

[Bujica]

Hey @SantiR, thank you for getting back to me. I have contacted support again and after much testing and back and forth, they decided it's most likely my bluetooth on the watch that is actually not working properly, so they'll send me a replacement. Hopefully the new one will work as expected, as I really love the device!

Thanks again!

[SantiR]

@Bujica Thanks for your reply! I'm very glad to hear that support identified the root cause of this situation. Glad to hear you are getting a replacement for Ionic. I love this device too! 

Once you get your replacement unit feel free to follow these replacement set up steps. That way you will not loose any of your previous data.

I'm sure the new unit will work perfectly. Please let me know once you have set it up and how it works! 

[Bujica]

Hey @SantiR, thank you for the reply, I got the new watch, set it up and so far so good 🙂

Things seem to work perfect for now, will test it for all functions 🙂

And sync and notifications work fine with the phone, so even though it's not on the supported list, I am in a good place 🙂

Thank you!

[SantiR]

@Bujica I hope you're doing well! Thanks for letting me know that the new watch is working great so far. 

I'm also glad to hear that it is working with your phone too. All of this information is helpful for the Ionic Community overall, thanks for sharing!

Additionally, have you checked the Feature Suggestions Board? If you have any ideas for future features you would like to see on your Fitbit device, this is the best place for asking. Feel free to search for existing feature suggestions or add you own original one!

Let me know if you need anything else! 

[Bujica]

@SantiR thank you for the Feature Suggestions link, I have already submitted 2 there (the opportunity to setup alarms from both your watch and your phone, as a backup, for Ionic - this is in retrospect of the firmware update that messed up the alarms if you remember, I don't hear normal alarm clocks so I used the Fitbit alarm for years, not being able to setup one was very stressful, LOL; the other was the option to setup your reminders to move to more flexible hours, my hubby works nights and sleeps for a long portion of the morning, so he can only take advantage of this feature for a very little time in the day, also, if he moves from nights to days and changes the reminders to move, all his previous stats are getting funny as the new time takes effect in retrospective as well), hopefully in the near future they will be looked at.

What I am very happy about and I had no idea is that you guys have implemented the Female Health Track tile and I am super excited to see that happening (I guess it will be rolled out in stages, I just need to be patient), trust me when I say a huge portion of your users will be beyond happy for it!

Thank you for your ongoing support, it's fantastic to know you can always get reliable help!

[SantiR]

@Bujica I hope you're doing well! Thanks for submitting your suggestions, thanks for contributing in making Fitbit devices better. 

How are the alarms working after updating Ionic to its latest OS version? 

I also found an idea related to the other one you submitted (I think yours got merged into that one) about nightshirt reminders to move. However, that one was marked as "Not currently planned". 

Please do keep sharing ideas if you come up with more! 

Thanks for your insight on the Female Health Track. I also think is an awesome addition to Fitbit and that a lot of users (specially female users) will be so happy with this. I'm happy for all the Fitbit ladies! This will be available on Spring 2018. Please check the announcement post for more details on this awesome feature. 

You are very welcome, please do let me know if you need anything else.

Keep me posted! 

[Bujica]

Hi @SantiR, just a quick update so far on FitBit OS2:

1. Noticed sync started to be iffy again, took me a few tries (and doing everything I learned from Customer Service like disable all bluetooth around the watch, unpair bluetooth and so on)

2. Notifications are gone. I still get the reminders to move, but no other notifications (calls, messenger, anything that was setup).

3. Today is the second day where my alarm (even though set and active) did not work, this is very scary as I run on a tight schedule in the morning and several people depend on me being on time. Luckily I was proactive and after the FW update I also set the alarm clock "just in case". That's also how I know it didn't work, I was looking at it waiting to start vibrating and... nothing.

4. Unable to disable PIN. I setup PIN code previously as a security measure, knowing that it should only activate if you remove your watch from your wrist. However, I noticed the watch was locked throughout the day at various times and I only removed my watch to charge it, it was a bit annoying to realize I need to see something on it but it's locked. And 5 minutes later, locked again. And so on. So I decided to disable the PIN, easier said than done, I was finally able to do it but it took me a few hours of trying, of "please wait" and "unable to remove PIN"... After many restarts of both watch and phone and what it felt like a hundred tries, it finally says PIN disabled.

I will continue to monitor to see if the funny PIN had anything to do with the other issues (sync, missing notifications, no alarms), and update you.

Thank you!

[SunsetRunner]

@Bujica Re the missed alarm, it seems there is a “little feature” that disables the alarm if the Ionic is locked. Given your issues with the PIN code, that might’ve been why you missed it.

Don’t  ask why this feature is there. I’ve missed alarms because of it too. There is a Request on the Suggestions forum to have this feature removed. Might be good to go vote 🙂 You can find it here Ionic alarm when locked

[Bujica]

@SunsetRunner thank you very much for mentioning this, I had no idea and it does explain the issue! I have voted for the "feature" to be removed, as I fail to see any connection between the Ionic being locked and the alarm not working.

@SantiR, I will monitor the issues and provide an update, just to see if the others have a common root issue.

Thank you!

[SantiR]

@Bujica I hope you're doing well! Thanks for informing me about all of this and for trying all of those tips to resolve it. 

It's been 4 days since you posted that. How is it working now? Was the PIN the root of all of these situations? 

Also, thanks for voting for the idea that @SunsetRunner shared about the alarms. This is the best way to show support to those features we would like to have in the future.

Keep me posted! 

[Bujica]

Hi @SantiR, I am doing fantastic, thank you!

You know I have a tendency to get excited, so I wanted to wait a few days before speaking. Everything seems to have stemmed from the PIN locked, my notifications are working like a charm, so are the alarms. And sync has been seamless ever since I disabled the PIN. So far so good, I am really happy!

Thanks a lot for the support!

[SantiR · Accepted solution]

@Bujica Thanks for your reply! I'm so happy to hear that everything is working good now! I'm sure this thread will be helpful for other users too. Thanks for sharing your experience!

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

Please let me know if you need anything else! 

[Bujica]

Thanks a lot!