Device loosing time

[davemar]

Every morning my fitbit ionic is showing the time of day around 40 minutes late.

Restarting the watch does not help, I have to remove the device from the fitbit app and then re-set it up as a new device and then once its been found, it re synchronises and the time is correct. The following morning there is a good chance it will be slow again and I have to go through the whole process again. Sometimes it will lose time throughout the day and sometime it only happens at night. 

There is one other posting on this site that seems to have the same problem. The Ionic is running software 27.33.1.30

Help! - Sally

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @davemar, welcome to the Community Forums!

I appreciate all the information and details that were shared in your post, thanks for troubleshooting this situation prior to posting. Let me share with you that Fitbit devices use your mobile device timezone settings to display the time that's configured on your mobile device with the syncing process, this is the reason why at the moment you sync your Ionic time gets corrected. That being said, if you haven't already done so, I recommend you to check our help article: How do I change the time on my Fitbit device? and let me know how it goes.

Keep me posted and let me know if you have any additional questions. 

[davemar]

Hello - For some reason this morning, the watch fixed itself for no
apparent reason? I will get back to you if it goes wrong again....

Thanks

[Michalquk]

My ionic is also loosing time, currently it's 07.40am and fitbit showing 05.14am.

Im also unable to sync it, only when synced the time corrects itself.

I'm really surprised that fitbit can't count the time and is going off track in couple of hours. 

I'm unable to sync it too. Only time it syncs is when I remove it from account and reset to factory settings, but then it's a struggle to have it updated and connected to the app. 

In general in the last month or so the fitbit has stopped working properly. Its only 11 months old...

After 2 fitbit surge and ionic I think it's the last one...

[davemar]

Well - its losing time again! This morning at 06:30 the watch was displaying 04:20. There is clearly something system wide going wrong here as many people are seeing the same thing. Could you please escalate this ASAP?

Dave

[davemar]

Also - regarding the article on changing the time. I know the time is set according to the App on the phone... This is not the problem! The problem is that the time is correct when I go to bed but often several hours off when I wake up. So as I see it, there are two possibilities: 1) There's a gravitational singularity in my bedroom that causes space-time distortion during the night, or 2) There's something wrong with the watch software...  

If you could look into any potential watch software issues, I will look into cosmic anomalies in my bedroom.

PS - the time on my phone does not change

[Michalquk]

Same here, 

I'm also unable to sync it with the app. 

It all stated about the time when fitbit started offering premium services. Is it coincidence I don't know maybe. Not a single problem in 9 - 10 months and about a month or so ago I've started having problems syncing and now also with the time. 

[davemar]

Hi Ricardo - please see string 

[RicardoFitbit]

Thanks for your reply @davemar and welcome aboard @Michalquk. Sorry for the delay in responding.

@Michalquk Thanks for bringing this to my attention and for troubleshooting your Ionic prior to posting. If you're experiencing syncing difficulties, this could be the root cause of the incorrect time situation. That being said, if you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Android mobile device that's preventing the syncing procedure to be completed.

Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

@davemar Seems odd that this situation is still being experienced. So we can move forward with this situation, can you please try changing the timezone settings on your mobile device to manual instead of automatic and let me know if such change is reflected on your Fitbit device? Please keep me posted, I'll be looking forward to your reply if it's necessary to escalate this.

I'll be around.

[davemar]

I should point out that we've had this watch for around three years - so we are not NOOB's. It was working fine, an upgrade occurred and now it has real problems syncing with my iPhone and when it does eventually get 'seen' by the phone, it only keeps the correct time for a few hours. I've tried 'forgetting' the Ionic on the iPhone to see if it was the sync process that is failing somehow, but that's not it - it continues to lose time even though it cant see the phone. This is proving very upsetting for my wife, who is very attached to her Ionic watch. Could you please tell me what options are available to get it fixed? Incidentally, it was upgraded again today and it still loses time. My wife also tells me that its ability to interact with her iPhone messaging has also failed i.e. the watch no longer tells her when an email or text has arrived - yet it is apparently set up to do so?

[RicardoFitbit]

I appreciate your reply @davemar, sorry for the delayed reply.

Thanks for bringing to my attention that you have been a long time Fitbit user, thanks for that. Even though you're not a NOOB, can you please let me know if the troubleshooting steps that were shared on my previous post were already tried? After your confirmation we will be able to move forward.

Don't hesitate to contact me back if you need anything else.

[davemar]

Hello - we have tried all the troubleshooting steps that you have suggested. We have restarted the Ionic, restarted the iPhone, made sure the IPhone is up to date, made sure the Ionic is up to date, stopped the App running on the iPhone and restarted it, Set the time zone to a different zone on the iPhone, made sure the Ionic was fully charged, let the Ionic fully discharge and then fully recharged it, Tried syncing with another older iPhone on a difference user account, held the Ionic very close to the iPhone and held it further away. Turned BlueTooth on the iPhone off and on again, reset out Internet router and removed the App from our iPhones and reinstalled it. None of this works! 

Now neither iPhones will connect with the Ionic and both IPhones will connect with other Bluetooth devices, so there's nothing wrong with their Bluetooth connections...

What do you suggest next? Is there a hardware reset?

[davemar]

I just did a factory reset on this watch and now when I press the on button, the screen just shows "To start download the fitbit app"  I've downloaded fresh copies of the App on to Android and iPhone devices and neither of them can find the Ionic after several minutes of searching?  Seems like I'm out of options and looking at the discussion forums - it seems that Ionic watches are well know to spontaneously die!

What next?

[RicardoFitbit]

Your reply and update are appreciated @davemar, thanks for troubleshooting your device with me.

Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye to your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[SunsetRunner]

I am having the same issues with my Ionic...this thread doesn't sound good.  Did you get it fixed in the end?  What was the result.  My Ionic has been working fine up until this past weekend.  I had lost the text messaging notifications awhile back, but that didn't bother me.  I am having issues with the time at night, and syncing, and am resorting to factory reset, which doesn't sound promising...