Can't Connect Ionic to new iPhone XR

[KyBamaMan]

I can't get my current Ionic to connect to my new iPhone XR.  It isn't visible in the bluetooth menu and my phone says no device is available to sync too.  I still have my old iPhone 7 and it still works fine with it.

Any help would be appreciated.

Thanks.

[SilviaFitbit]

@KyBamaMan Welcome to the Community. Thanks for letting me know that you're using an iPhone XR. 

Since your Ionic is already paired to your Fitbit account, you don't need to set it up again. I would like you to log into your Fitbit account and then do a force sync. 

• In the Fitbit app, tap the Today tab > your profile picture > your device image. 
• Tap Sync Now.

I would like you to make sure you're logging into the same account that you were logging into the iPhone 7 because this might be the reason why you're seeing no device available. 

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

[KyBamaMan]

I followed your instructions but I don't see a sync now button.  It says that it is looking for the device and I think that is the root problem, the new phone and tracker have not paired yet.  I've tried but the phone simply doesn't see the tracker.

On a weird side note, it actually paired last night one time and now it is back the original status on not syncing/pairing.

My only thought is to delete and start over, but I'm not confident that will work since the phone can't find the tracker.

Only other thing worth mentioning, I still have my old phone and it syncs fine.  I'm still using it some for issues like this where I can't get little bugs worked out.

Craig

[SilviaFitbit]

@KyBamaMan Thanks for getting back. I appreciate the extra details mentioned. 

I would like you to confirm that once you're logged into your account, you have selected Ionic and then you should see the sync now option. Check the screenshot below: 

I would like you to provide me with a screenshot of what you're seeing in your main screen of the Fitbit  app and what you're seeing when you select Fitbit Ionic. 

Keep me posted. I'll be around if you have any additional questions. 

[Rich_Laue]

Is the other phones Bluetooth turned off? 

[KyBamaMan]

Here are two screenshots of my app.  On the second picture, it shows you can remove my Ionic.  I think that when I sync with my old phone, it updates the data on my new phone.

[KyBamaMan]

No, that bluetooth is still on.

[Rich_Laue]

Yes when syncing through the old phone, the data syncs to your Fitbit account on the cloud. Then the app on both the old phone and the new phone will update their data from the cloud services. 

Failure to turn Bluetooth off on the old phone means the tracker is still connected to the old phone and will not be able to respond to the new phone. 

You will need to turn off Bluetooth on the old phone before the new phone will be able to sync. 

Or log out of the app on the old phone and remove the tracker from the old phone's Bluetooth. It is easier to turn Bluetooth off. 

[KyBamaMan]

So I have removed the device from the Bluetooth menu on my old phone, logged out of the app on the old phone and turned off the Bluetooth on the old phone as well.

Then I turned off Bluetooth, logged out of the app on my new phone, and rebooted the phone.

Turned it back on, switched on the Bluetooth, logged into the app and it still can't find the tracker.

Only thing I know left to do is remove the device from my new phone and try to add it back.  I'm a little nervous to do that since I can't get it to show up at all, but I don't know of any other option.

Is there such a thing as a pairing mode on the Ionic?  I had no issues connecting my old headphones to my new phone so I think the Bluetooth is working fine.

[Rich_Laue]

There are plenty of things to try, of which the very last t omg would be to remove the tracker from your account. I can't tell you how many times I read every week, my tracker isn't syncing and now I can't set it up. 

[KyBamaMan]

I guess it just took a few minutes to hit the server but I just got a pairing notification on my phone and now it is working fine.

Thanks for the help.