Can't transfer music to Ionic and can't add Wi-Fi

[DadBod99]

I cannot get my Ionic stay connected to WiFi.

I've had the Iconic for a couple of years now. I put it in a drawer for about six month to try other smartwatches. I really like the Ionic's battery life, built in GPS and on-watch music.

About a month ago, I went back to the Ionic. I applied the latest update, but I have not been able to get the watch to do any of the WiFi related functions. In fact, I had to apply the update via the s-l-o-w bluetooth connection because the WiFi connection kept failing.

I am connecting via my home WPA2 router. I can get the watch to connect via 'WiFi settings'. I can see via the WiFi admin portal that the watch is getting an IP address, but the connection drops after about a minute. I have both Deezer and Pandora accounts. I tried 'Force Sync', sometimes I get an error 'Could not communicate with Ionic' from my iPhone. Again it connects via WiFi, but the connection soon drops without the music sync completing. I have my PC bluetooth turned off, so it does not interfere.

I tried a factory reset, without success. It seems like a problem with the WiFi firmware.

So now I'm blocked from transferring any music files to the watch. Any tips to resolve out there??

FitBit Ionic SW Version: 27.33.1.30

Signed,

Frustrated.

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

A warm welcome to the Community @DadBod99. I appreciate the time that you took to share the inconvenience that you've had. 

Thanks for the troubleshooting tried. Sorry to hear that you're having issues transferring music and connecting your watch to Wi-Fi. 

Since, you're experiencing two different issues then let's troubleshoot each one separately. 

I would like you to make sure you're following these steps to connect your Ionic to Wi-Fi. If you are but you're still having issues, please try the troubleshooting mentioned here. I know you already did performed some steps but try to follow each one as it's listed in the article. 

Regarding the music issue you're experiencing, confirm that you're following this procedure to transfer music. If you can't transfer music, try the tips on this article: Why can't I download music and podcasts to my Fitbit watch? 

Let me know the outcome. 

[DadBod99]

Hi Silvia -

Thanks for the suggestions. Unfortunately, I'm am still unable to download music onto my Ionic. I tried using my iPhone as a mobile hotspot, but this also failed with the same symptoms.

Interestingly, after a factory reset, I am unable to install the required update over WiFi. The watch will display a green check mark, a red check mark and then a green check mark, a red check mark again before the app displays a message 'Unable to update over WiFi. Use Bluetooth?' I can successfully install the update over Bluetooth - but it takes more than 1 hour.

At this point, I'm thinking I will have to give up and buy a Samsung or Apple watch so that I can get all the features I need - like the Ionic has. 

Is there anyway I can exchange the watch for a working one?

Thanks,

Mike

[SilviaFitbit]

Thanks for getting back @DadBod99. I appreciate the troubleshooting you performed. 

Since, your Ionic isn't transferring music even after the procedure you've tried. I was about to create a case on your behalf with my team but they mentioned you already have one with them, please continue the communication through email. They will let you know which options they have for you. 

I'll be around if you need further assistance. 

[DadBod99]

Thanks Silva. I look forward to hearing from your team.
Mike