Fitbit Ionic (Adidas Edition) Sync Issues

[Phil_P]

Hi I’ve had my fit bit since September 15th. I’ve had sync issues with the app since I’ve had it. Not once have I opened the app and it’s synced properly first time. I’ve had to go through all the troubleshooting options that I’ve either read on your website or tiredlessly read through multiple threads on this forum. Some days after wasting a lot of time it might sporadically work or other days I just give up and sigh a lot! I can see from my iPhone Bluetooth settings that the connection is constantly in and out when the app is open. Interestingly when I close the app it stays connected constantly. Looks to be a communication issue. I know that my iPhone’s Bluetooth is okay as it works fine with my Nissan car everyday - no problems. There’s clearly a big issue which seems to be taking a long time for your software department to figure out or there’s a faulty batch of Ionics that have been rushed out of the factory and sold and your not being honest enough with your customers to recall them. I’m sure many people who have bought this product, including myself, absolutely LOVE it when it works but the sync issues are really bringing it down. Please find a solution to this problem ASAP. Or I can send it back to you and expect a full refund. I really don’t want to have to do the latter because as I said I love this product - when it works! My specs are: Fitbit Ionic Adidas Edition (latest software update) Lastest app update (today) IPhone 7 IOS 12

[MarreFitbit]

Welcome on board @Phil_P, it's nice to see you around the forums! Thanks for already troubleshooting this syncing issue, nice way to go! 

While reading your post I was wondering if you've checked if your iOS doesn't have a pending software update? If so, please update your phone and see if that helps with the syncing issue. To see if an update is waiting to be installed:

• iOS—Tap Settings > General > Software Update.

If the syncing inconvenience persists, pease go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Ionic and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device".

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. 

If you can't get started with your Fitbit device, usually a missing requirement is the cause. Carefully review the requirements below, if you're using the Fitbit app for iOS, Android, or Windows 10:

• Make sure that your Fitbit app is up-to-date
• Note that you can't set up your Fitbit device from your phone or tablet's Bluetooth screen; you must open the Fitbit app and follow the on-screen instructions.
• The Bluetooth setting on your phone or tablet is on. To find it:
  • iOS—Tap Settings > Bluetooth.

If you're still unable to set up, try these troubleshooting steps:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Try setting up your device again.
3. Restart your Ionic again.
4. Try setting up your device again.
5. If you can't set up after a restart, reboot your phone or tablet (turn it off and then back on).
6. Try setting up your device again.
7. If you can't set up after the reboot, try uninstalling and reinstalling the Fitbit app.

Give this a go and let me know the outcome! 

[Phil_P]

Hi @MarreFitbit

Thanks for your reply. I've gone through all your suggested steps but unfortunately to no avail.

When trying to setup, the Fitbit app gets stuck trying to connect to the tracker after entering the 4 digit code displayed on the ionic. 

Do you have any other suggestions? Ideally i DON'T want to have to do a factory reset of the tracker as i'll lose 5 days of stats!! I've already had to do this once since owning it and its very frustrating.

I see there is a new firmware release for the watch (although i don't seem to be able to download it). Have they attempted to fix this issue in the update?

Thanks

[AFRunner]

I'm having similar issue with my Adidas SE Ionic. I've owned this watch since Sept 15.  I am currently having issues syncing my watch via BT to my Samsung Active S7 AND my Fitbit Dashboard app on my Windows 10 laptop.  I had to re-add the Ionic device on the app and it seems to be working but the FITBIT Dashboard on my laptop has never had a clean sync with the watch. I always have to wait for it to resync and typically takes about 30 mins to an hour to sync this watch. I also make sure I disconnect via BT on my phone while this is all happening.  Also, the wireless built in songs function does not work very well at all with both my Apple Airpod OR my Bose Sound Comforts. There is something definitely wrong with the BT on this watch.  Also, it takes a really long time for the WIFI to be found even AFTER I had already set it up. Overall, I have now spent the past 2 hours trying to figure out how to update my phone via BT or Wifi and none of this works very clean in my opinion.  Is there a way to update this watch without using BT or Wifi? 

[Phil_P · Accepted solution]

Hi @MarreFitbit

It would be great to open this conversation back up again. Unfortunately syncing my Ionic has still not improved - in-fact it may be worse than it's ever been right now.

Since we were last in contact i've managed the odd sporadic sync but haven't managed to connect to the app now for the last 9 days now. It's just ridiculous considering this process is meant to be instantaneous and effortless!!

I've tried your troubleshooting steps over and over and over.......TIRELESSLY! But really at a point now where i'm just fed up and incredibly disappointed with your product.

I've done some really important exercise over the last 9 days which i'm dreading losing the statistics for if i have to attempt a factory reset to try solve this problem.

Do you have any more ideas on this or if not you - can you please just put me in contact with a part of Fitbit's technical team?

[YojanaFitbit]

Thanks for your following all the steps @Phil_P!   Welcome to the Forums @AFRunner.

@Phil_P Since those steps didn't solve the issue you're having with your Fitbit Ionic, I've requested to our support team to create a case on your behalf. You should soon receive an email from customer support at the email you used to register with the Community Forums.

@AFRunner Thanks for all the steps that you've tried with your Ionic. I think that you can try to sync with your Samsung Active S7 but this model is not in the list of tested devices. This means that Fitbit can't assure it will work flawless. You have other options to keep using your Fitbit tracker, you can sync or set up via computer, laptop, or any other compatible devices. Once you make sure your Ionic is connected you can follow these steps with your Samsung:

Always check the syncing requirements:

• Bluetooth service must be turned on
• For Android phones: to help improve the delivery, go to Notifications and make sure Enable Notification Widget is on. If you recently updated the Fitbit app, reboot your mobile device and try setting up notifications again.
• Make sure the Do Not Disturb setting on your mobile device is turned off because it prevents the device from sending notifications to your tracker.
• The software on your mobile device is updated. To check, tap Settings > General > Software Update iOS for Android  Settings > About phone > Android Version.
• The Bluetooth setting on your mobile device is on. To check, tap Settings > Bluetooth.
• If you use more than one Bluetooth phone, tablet, or computer to sync, the other one isn't nearby (or has Bluetooth disabled).
• Your tracker's battery should be fully charged.

As a last resource, I would recommend following the steps below:

1. Restart your tracker a couple of times and make sure that it is fully charged
2. Reboot your phone and check that you phone and Fitbit App is up to date 
3. Open Bluetooth Settings on your phone and delete your Surge from there (forget device)
4. Open Fitbit App > Account > Surge > Remove device (tap on the trash can in the upper right corner)
5. Reboot your Bluetooth and double check that it is not connecting from there
6. Force quite the App. Open it again Account > Set up a device

Make sure to check your phone Permissions and leave Location on to keep syncing and getting notifications with your phone, for more info check this suggestions from @ErickFitbit. 

Hope this helps and welcome again! 

[CMarv]

I’m also having the same issue. Has there been a resolution yet? My ionic adidas sedition worked great for the past month and now it won’t sync with my phone. I’ve tried several times to reboot the app,phone, Fitbit, reinstall the Fitbit app; I’ve ensured my phone is up to date as well as the Fitbit app and yet I’m still having the same issue. Any help would greatly be appreciated. 

[Ossie1969]

I'm also having problems syncing my fitbit Adidas, I bought it brand new just 4 months ago I see there is try this and try that, don't you think that a fitbit that costs over £250 shouldn't be having these issues, I would like to hear people's thoughts on this, personally I think it's ridiculous...

[Rone1]

Same problem, never had a problem with my Blaze. I was at the Apple Store today, I think I’m going with the Apple Watch, give my Ionic to Good Will! I call for Fitbit service, but my hearing is not compatible with their reps. 

[Staffeeon]

Mine stopped syncing after last update