Fitbit Ionic Issues: Motorola (Moto X Pure edition) due to Android Update

[rohu.2788]

Hi,

Case open with fit bit: ref:_00D40N2lj._5000b1BbOc6:ref

Issues:

1. Took 24 hour effort to atleast setup watch. Finally it worked only after log in my account on wife's iPhone.

2. In start Motorola phone Moto X pure will never get connected and you will waste hours doing that. Later after getting frustrated you will try on other phone which is IOS based and that to you will be able to connect after one hour of effort.

3. Wallet does not work. Image attached.

4. Pandora never sync and hard to connect Bluetooth device in first go.

5. Sync will fail all the time.

6. No notification on phone as this is not supported on Moto X pure. Customer support says phone will be added soon, but how soon as this was released already in 2015.

Issue resolved after downloading update from following website.

https://www.thecustomdroid.com/manually-install-moto-x-pure-nougat-ota/ 

[Julia_G]

The list of "supported devices" provided by Fitbit is a list of phones checked and confirmed to work by Fitbit.

If a phone is not on the list it does not mean it WON'T work -- it simply means that Fitbit has not confirmed that it definitely WILL work, and in that case you may not get a lot of help from CS reps -- who reasonably enough will simply check the supported devices list and confirm that the phone isn't supported,

It also means that you may get help in the Community from others who have confirmed that a phone not on the list works with their Fitbit.

In that case it can be helpful to explore further with them (if they are willing) to find a solution.

[Venkats]

Since you can't return the product, do you have a bluetooth enabled Win 10 pc / laptop or a mac / ipad that you could use to sync while your phone issues get resolved over time. Another idea is to try to sell it in amazon market place or ebay. You may forego some money since it becomes "used" although sparingly.

[shipo]

@Venkats, keep in mind the Ionic will also synch to Windows 7 computers using a Fitbit dongle.

[Venkats]

That should perhaps solve the issue in the interim for the OP assuming he has a viable laptop. Hopefully the phone issues will resolve over time.

[SunsetRunner]

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@Julia_G wrote:

The list of "supported devices" provided by Fitbit is a list of phones checked and confirmed to work by Fitbit.

If a phone is not on the list it does not mean it WON'T work -- it simply means that Fitbit has not confirmed that it definitely WILL work, and in that case you may not get a lot of help from CS reps -- who reasonably enough will simply check the supported devices list and confirm that the phone isn't supported,

It also means that you may get help in the Community from others who have confirmed that a phone not on the list works with their Fitbit.

In that case it can be helpful to explore further with them (if they are willing) to find a solution.

---

It also means it may never work and the OP won't be entitled to a refund after 45 days.
Right now the community is only "helping" by discussing his options, saying it should work, and not giving any useful solutions that work.

@Venkats wrote:

Since you can't return the product, do you have a bluetooth enabled Win 10 pc / laptop or a mac / ipad that you could use to sync while your phone issues get resolved over time. Another idea is to try to sell it in amazon market place or ebay. You may forego some money since it becomes "used" although sparingly.

---

Yes he can. I already posted this link, 45 days satisfaction guarantee. I am assuming OP won't be satisfied until it is working.

https://www.fitbit.com/us/legal/returns-and-warranty

[SunsetRunner]

Yes he can. I already posted this link, 45 days satisfaction guarantee. I am assuming OP won't be satisfied until it is working.

https://www.fitbit.com/us/legal/returns-and-warranty

If you bothered to read the information you point to you would see that the 45 day satisfaction guarantee only applies to devices purchased from Fitbit.com

[Julia_G]

@SunsetRunner, that guarantee is available for those who have purchased their devices directly from Fitbit, which apparently the OP did not, as he has already mentioned that the policy from his retailer is to accept a return only from unopened devices.  

[Julia_G]

@SunsetRunner, cross posted with you!

[SunsetRunner]

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@Julia_G wrote:

@SunsetRunner, that guarantee is available for those who have purchased their devices directly from Fitbit, which apparently the OP did not, as he has already mentioned that the policy from his retailer is to accept a return only from unopened devices.  

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Good point, has he used an approved retailer though?

https://community.fitbit.com/t5/Charge/Retailer-return-policy/td-p/712029

[Julia_G]

The authorised retailer question relates to a slightly different issue.  Fitbit will not honour guarantee claims when the purchase is not through an authorised retailer.  That comes into play in areas where, after the return period, guarantee is handled by the manufacturer.

For returns, the Fitbit store policy is 45 days no quibble.  For other retailers purchasers will need to consult that retailer's policy (which sometimes is even more generous than Fitbit -- e.g. Costco, I am told.)

[SunsetRunner]

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@Julia_G wrote:

The authorised retailer question relates to a slightly different issue.  Fitbit will not honour guarantee claims when the purchase is not through an authorised retailer.  That comes into play in areas where, after the return period, guarantee is handled by the manufacturer.

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The OP can check the link I posted above, predominantly the second post on that thread which implies something quite different. I won't bother paraphrasing they can read it.

[Julia_G]

@SunsetRunner, there is nothing different in that link from the information I provided.

Fitbit provides a 45 day return policy, no questions asked.  Other retailers may differ.

For guarantee/ warranty issues, as long as the original purchase was from an authorised retailer, then Fitbit will honour it for manufacturing defects for the period covered by the warranty.  For most of the world that is 1 year.  In the European Economic Area that is (by law) 2 years.  In that case a consumer who has purchased from an authorised retailer should get in touch directly with Fitbit to make a warranty claim.

A small exception is in areas (as the UK) where the retailer is always responsible, in the first instance, for any warranty claim.  In that case authorised retailers will be your first port of call.

As I understand it, in this thread there is not a suggestion that the device is not working; it is just that it is not working with the OP's phone which is not on the supported devices list.  In that case it would be up to the retailer whether or not a return is acceptable.

I hope this clarifies the issue,

[SunsetRunner]

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@Julia_G wrote:

@SunsetRunner, there is nothing different in that link from the information I provided.

Fitbit provides a 45 day return policy, no questions asked.  Other retailers may differ.

For guarantee/ warranty issues, as long as the original purchase was from an authorised retailer, then Fitbit will honour it for manufacturing defects for the period covered by the warranty.  For most of the world that is 1 year.  In the European Economic Area that is (by law) 2 years.  In that case a consumer who has purchased from an authorised retailer should get in touch directly with Fitbit to make a warranty claim.

A small exception is in areas (as the UK) where the retailer is always responsible, in the first instance, for any warranty claim.  In that case authorised retailers will be your first port of call.

As I understand it, in this thread there is not a suggestion that the device is not working; it is just that it is not working with the OP's phone which is not on the supported devices list.  In that case it would be up to the retailer whether or not a return is acceptable.

I hope this clarifies the issue,

---

Well we disagree, I was trying to avoid a ping pong discussion about this because I don't want to throw this thread even more off topic. You or I don't need to paraphrase or act as interpreter of a thread unless you have something extra to contribute which is relevant to him, the OP is perfectly capable of reading the link and that second post.

The OP has already stated he is from the USA, I've tried to keep that relevant to the discussion as much as possible.

[SunsetRunner]

Just a thought . . . Some questions for you @rohu.2788 :

The Wi-Fi network that your Moto X Pure (XT1575) phone is connected to - is it a 2.4 GHz network (typically 802.11b/g/n) or  5 GHz network (typically 802.11ac) ? If a 2.4 GHz network, do you know what channel is it using? (Wi-Fi equipment in the U.S. and North America features 11 channels. numbered 1-11, on the 2.4 GHz band.) How comfortable/familiar are you with your wireless router's settings ?

@shipo, since you indicate that you have no syncing issues with your Moto X Pure and Ionic watch, as a comparison, can you answer the same questions regarding your Wi-FI network frequency and channel?

[Julia_G]

I have not clue at all about what @SunsetRunner disagrees...

But as I have said above. this does not appear to be a warranty issue, so the OP's recourse is to either try to make his Ionic sync  (using advice from users in the Community with the same or similar phone), using a different phone/ computer / tablet to sync, or obtaining a return / refund from his retailer.  

Anyone having difficulties can always get in touch with Fitbit Customer Support on contact.fitbit.com

[SunsetRunner]

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@SunsetRunner wrote:

Just a thought . . . Some questions for you @rohu.2788 :

The Wi-Fi network that your Moto X Pure (XT1575) phone is connected to - is it a 2.4 GHz network (typically 802.11b/g/n) or  5 GHz network (typically 802.11ac) ? If a 2.4 GHz network, do you know what channel is it using? (Wi-Fi equipment in the U.S. and North America features 11 channels. numbered 1-11, on the 2.4 GHz band.) How comfortable/familiar are you with your wireless router's settings ?

@shipo, since you indicate that you have no syncing issues with your Moto X Pure and Ionic watch, as a comparison, can you answer the same questions regarding your Wi-FI network frequency and channel?

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Good back on topic ^^
OP can check my link.

Cheers.

[ravikanth1990 · Accepted solution]

I have a Moto X Pure too (but with Android 7.0). When I still had Android 6, there were Bluetooth sync issues with this phone; had to turn my location on for it to work. I got my Ionic after the update to Android 7. Though it's not an officially supported phone, it took about 1.5 hour to set everything up and works fine for me now. I sync twice everyday manually without the auto-sync. It sometimes takes 1-2 retries to sync properly. But I'm able to use Wallet. As you said, Pandora was a nightmare to sync, but it worked, ultimately, God knows how. Clockface changes need much more retries. Notifications don't work too. Only the "Send Test notification" option in the Fitbit app works :D.

If you haven't returned it yet, I would suggest two things: 

1) Try updating your phone to Android 7

2) If your WiFi at home is not good, do not add that connection. This happened in my case: it felt like the Ionic is continuously trying to find a good reception but never succeeds. I removed it and the Bluetooth connection just worked.

[rohu.2788]

Hi, Seems like the issue with phone and its OS. I tried on Iphone 6s and it all worked properly. I will have to find way to get OS 7 in USA for this phone. It is still not available officially. Thanks all for your help.

[rohu.2788]

Finally able to Use fitbit ionic with my mobile Moto X Pure USA (XT1575). I have to install the update manually as I do not think Moto is going to roll this out automatically any time sooner. One person have put stock update in this website and saw that working for lot of them. So thought of installing it, finally everything went well and now able to use watch without any issue.

Thanks all for your helpful comments.

Step to Step guide for installing Manually Android 7 update in Moto X Pure USA version.

https://www.thecustomdroid.com/manually-install-moto-x-pure-nougat-ota/

[rohu.2788]

Update available at following for USA users

https://www.thecustomdroid.com/manually-install-moto-x-pure-nougat-ota/