First I got syncing problems, now I can't connect at all

[Bardolino]

Last week it started to have syncing problems and oddly the time was about 30 mins back. 

Made a factory reset and start pairing it. Pairing was successful and the said that a firmware update was available. Started the update and during the process the Ionic stated to show the ready for pairing screen you get when you firstly start the watch.

So I started a new pairing and again everything worked. The app showed me there is a firmware update. Guess what, after a few minutes the Ionic was ready for initial setup.

After a few of this cycles the watch isn't even able to pair with my phone. The app won't find it. All the watch shows now is a black screen with blue dottet diamond going totally black ever few seconds.

This is my second Ionic, after the first died out of blue one day. I tried several hard resets, nothing worked.

Fitbit can you help?

[SilviaFitbit]

Welcome to the Community @Bardolino. Thanks for the details mentioned and the troubleshooting tried. 

It's pretty weird that your Ionic showed you a firmware update available and then it was set up to your account. In this case, I've shared your post with our Support team and they will continue assisting you. 

I'll be around if you need further assistance. 

[Bardolino]

Hi Silvia,

the story goes on. After a few tries the watch booted again. So I started the pairing process. During the process the app said that there was a firmware update. So I made the update. During this stage the app lost contact and the pairing process was aborted. The FW went on via wlan and finished successfully. Now the watch runs on FW 27.33.1.30.

When I started the pairing process again the app says there is a FW update available. I checked your page and it says that 27.33.1.30 is the latest FW. 

So I guess I'm stuck in a update cycle everytime I try to pair the watch.

I had contact with your twitter support team and it wasn't usefull at all. They keep telling me to update the watch even though I told them the watch is running on 27.33.1.30 but your database says it runs on 27.20.16.23.

Why I am not able to skip the update process during pairing? This whole situation is very frustrating.

[MRogers71]

My Ionic won't link!

I finally got it to install and sync but it won't keep time and won't link to the app!

[SilviaFitbit]

Thanks for getting back @Bardolino. Sorry for the delayed reply. 

Thank you for sharing how this situation has made you feel.The latest firmware update for Ionic is 27.33.1.30. Since, I previously created a case for you, please continue the communication through email, this will avoid that we provide mixed troubleshooting. 

I'll be around if you need further assistance. 

[garybrimson]

hi, i've also had issues especially with the watch time being out and very hard to sync. i contacted support and did all i was told, including factory reset 3 times!!

i've also synced with my tablet to try and resolve and now my windows surface pad and the time is already slow by one minute!

I did note that fitbit say that the watch should work as a standalone timepiece not needing to be accompanied by a device in order to work but this is patently a lie. At night my watch can lose 30 minutes rendering the alarm useless. Who wants a watch that can't even tell the time?

This is the latest reply from fitbit support which makes no sense to me: 

• The compatibility depends on the Fitbit application and not of a specific kind of Fitbit tracker. Based on this, if the Fitbit app is compatible with a mobile device, you can sync any kind of Fitbit model to your account with that device. Even even though it worked normally before, at some pint it can get stuck and starts doing this.

We really do apologize for the inconvenient and ask you to please try with a compatible device from the list we sent you, just to make sure if whether is the device failing or the compatibility has something to do.  

My ionic, well the replacement, has worked perfectly well for a year with the original phone so i've not changed anything. In honesty i feel like videoing the destruction of the ionic and posting it online. I'm seriously looking at an alternative at the moment, the ticwatch pro looks good.

[garybrimson]

Scratch that, my windows surface can't find the ionic now!! the bluetooth settings sees it but says Try connecting your device again.

if i was an intelligent person i'd be thinking that as i'm trying three methods of connecting via bluetooth  and one watch to which to sync then there can be only one issue, the watch. This makes sense to me.

Case #31736961 

[garybrimson]

and now the windows surface can't even see the ionic after i restarted the watch?!?!!?!?!?!?!?

[garybrimson]

and after syncing at 11:13 today my watch now says 11:45 while the real time is 11:50. so it's lost 5 minutes in just over half an hour and that's a compatability issue, i think not! Please pull your finger out and just get me a fix, and i suggest that looking at the issues it's either a watch firmware update or replace the ionic for the second time

[MRogers71]

Now the watch won't sync, Link, or re-install!!! And the battery dies in a 24 hour period. Sounds like the watch has been told to malfunction so I have to buy a new one, Ya know, knida like Smart Phones after a year or two. So you have to get a new one!!! A conspiracy I tell you!!!

[nagallan]

Mine did the exact thing.  Let me know how to fix it please. 

[jennifermercur]

Same here.  Extremely frustrating!

I've done the following:

• unpaired from fitbit app
• tried to re-pair and device could not be found by app
• factory reset device and was found by app but could not sync
• updated firmware, sync was successful, clock face changed? for some reason
• 12 hours later back to old clock face, won't sync, won't re-pair

I am trying to pair with either my Samsung Note 8 (which doesn't seem to be listed in the potential compatible devices) or Windows Surface.  Please advise asap.

[Charles_D]

Deleting the cache in the android app, plus a reboot or two of the watch seems to work.  They put out an update recently, and the watch/app seems to be choking on parts of it.  I've had to repeat the aforementioned process a few times, but it has been OK for the last few hours.