Difficulties syncing Ionic device - Battery draining

[MarkPivo]

Hi ,

recently I noticed a problem in syncing my Ionic with the app .

my app is saying that it can't find the device .

What I tried : 

1.resetting the device

2.resetting the app \ Bluetooth 

3,reinstalling the app

4.Restore factory setting on the Ionic

Nothing helped to solve the issue . 

However I found a temporary workaround :

In the ionic setting in the Bluetooth section, press **ahem** new device, while its looking for the new device, its Bluetooth is on, and I am able to Sync with the phone .

But I am facing the following issues :

1.the Time is wrong, its only correct in the moment of Syncing and then it run late(for some unkown reason) 

2.After Restore to factory settings , I am not able to install any new app \ also existing apps, if I am trying to update its just "running and running" and nothing . 

I believe its due to the Bluetooth issues.

3.The battery started to ran-out much faster then it used to  .

I only got it on December , so its not this old yet, I am not expecting to see such kind of issues in an almost new device.  

Model:

Ionic.

Frimware Version : 27.33.1.30

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @MarkPivo thanks for bringing this to my attention, it's a pleasure to assist you with the difficulties you're experiencing with your Ionic device. Welcome to the Community Forums!

First, I'd like to appreciate your effort and patience troubleshooting your Fitbit prior to posting, I totally understand how frustrating this matter can be for you. To better assist you, can you please let me know which mobile device you're currently using to sync your Ionic? Also, did you already tried with a different mobile device or with your computer? I recommend you to check our help article: Why won't my Fitbit device sync? for more information.

Let me share with you that the time on your device is incorrect due to the syncing inconvenience you're currently experiencing because your Fitbit use your mobile device information to display the time. Just as you stated, you're experiencing difficulties with the apps due to the Bluetooth connection. Regarding your battery concern, please check our help article: Can I extend my Fitbit device's battery life? and let me know how it goes.

Keep me posted. 

[MarkPivo]

Hi, thanks for your reply. 

I tried syncing with the computer, but it says (via the Fitbit connect , that the ionic can be setup only via mobile) . 

My current phone is xiomi mi 6 . And I tried with xiomi redmi 4 . It doesn't find it at all . 

Also I noticed that the ionic itself started to work slowly , even when starting the stopwatch. The speed of milliseconds is like a normal second . That can explain the wrong clock . It's increment the minutes in ratio of 1:10(real minutes) . 

My profession is QA engineer , so I am testing everything hh . 

[Rich_Laue]

If you have done a factory restore. The next step needed to be done is an Add Device. 

After the device has been added them we can look at the sync issue. 

[MarkPivo]

Yesterday , I've done another factory reset . Because the ionic became very
very slow . It took like 5 seconds to move from amount of steps to heart
rate on the main screen (BTW the heart rate was showing wrong values , it
was about 183 while I was in complete rest , and my avg rest rate is 65-70
max ) .
Anyhow since last reset , it's still rebooting / updating I can say for
sure . The main logo is come and go on the screen ( this is lasting for
almost 12 hours now) . So I can't do "add device" now.

[Rich_Laue]

What has support recconended when contacting them? 

Has a complete power shutdown down helped any, a factory reset may not restart hardware, it simply puts the software settings back to a factory state. I would not expect it to help with a hardware issue like what you have described. 

[MarkPivo]

I haven't connected directly the CS , only via the forum . I was told to
run the sync troubleshoot , and it didn't work .
I tried connecting it to another device that's also didn't recognize it.
I was told to sync with PC , and its can't be down , as per FitBit connect
, the ionic can be only setup via mobile.
So for now after an additional factory reset , it's still blinking from
time to time with FitBit logo .
I am not sure how to shut it down .
The long press on the main button does nothing .
Connecting to charger doesn't bring the battery sign on the screen , so
pressing the main button doesn't do any even while charging .
As it seems now it's kind of in an infinite loop of booting .
The only option is waiting about a week till the battery dies , and it will
shut down in anyway . But I really prefer a different solution (especially
because I don't know if this complete shut down will solve the issue) .
Also I must say that I really like FitBit and I really hope we can find any
solution for this situation , as I really want to keep using it .

[Rich_Laue]

Swipe over to settings - tap - swipe up - tap on about then shutdown. 

[MarkPivo]

After the battery finished , and I recharged it , the ionic logo is
blinking from time to time on the screen , and I am not getting the main
screen. It kind of stuck

[RicardoFitbit]

Thanks for your replies and updates @MarkPivo, I'm happy to continue assisting you with your Ionic. My apologies for the delay in responding your post.

I appreciate your time and patience troubleshooting your Fitbit with our good friend @Rich_Laue, I'd like to let you know that a ticket was created on your behalf to receive further assistance directly with our Customer Support team. That said, please keep an eye to your email, they'll be in touch with you soon. In the meantime they contact you, don't hesitate to ask my any additional questions you may have.

I'll be around, keep me posted.   

[TomDuke]

I'm in the same boat.  I've had my Ionic for 19 months and it's worked reasonably well until today.  I had charged it and shut it down on Saturday night and when I turned it on this morning it's stuck in the boot up loop just intermittently showing the logo and then going black.  None of the reset methods do anything at all.  I've removed it from my Bluetooth and from the Fitbit app to no avail. The Fitbit app did an update and I noted that it put some apps back on my Ionic (after I had long ago removed them) so clearly  something happened and now my device is dead.  

[Rich_Laue]

@TomDuke removing a non syncing tracker from the Fitbit account is the best way to dig the whole deeper. Simply telling Fitbit, "I don't want to use this tracker" will not fix a sync issue. 

May I ask which Phone you have, and what device is dead? 

[TomDuke]

The problem with the Ionic is beyond not synching, it's stuck in the boot up mode and only displays the FB logo. In following the suggested remedies posted here one was to remove the Ionic from the app and "forget" it on my device Bluetooth which I did.  Other recommendations included uninstalling and reinstalling the app on my phone as well which I did not do. Am using a 2 month old Google Pixel 3.  Ionic remains essentially dead this morning.  There are many people on the community forum with the exact same issue, hard to believe it's coincidental.  My FB app updated 9 July and added back some previously deleted apps to the watch... what else did it do?

[MarkPivo]

Sure , I have xiomi mi 6 .