Fitbit Ionic won't connect to One Plus 2

[ramekhan]

I purchased the Fitbit Ionic but it won't connect to my One Plus 2. [Android version 6.0.1]

I have tried all kind of troubleshooting steps like resetting it to factory settings and syncing multiple times. Here is the detailed process:

- When trying to set it up for the first time, it asked me for a 4-digit number (as usual). I entered the number but it identified it as being incorrect (when it was correct) and gave me another 4-digit number. I entered it the second time and it's stuck on Connecting since. Nothing happens - it just stays there saying Connecting. I ended up connecting it to my friend's One Plus 5T and finished up the initial setup - installed the firmware update (27.32.4.19) to get my tracker up and running.

- Then I tried to set it up on my own device but it won't. I followed the troubleshooting steps given here in the community and in the help articles, including factory reset, but nothing helped. Out of frustration, while trying to set it up on my device, I quit the Fitbit app forcefully after waiting for hours. Went back to set it up and found out that it was already added to my account. It tried to sync it but it gives me the Unable to Sync error. When I tap Account > Ionic, the Sync status is x mins ago. [Where x can be 3 mins or 4 mins or whenever I last tried to sync it]

- My steps, heart rate, and calories seem to sync and show up on the dashboard. But if I try to change the Clock Faces or install any apps, I'd get an error. 

In short, it seems to me that it the sync service is partially working and partially broken - weird! 

Does it happen to anyone else? 

Can someone from Fitbit shed more light on this?

Thanks! 

[ramekhan]

Here are the screenshotsSyncPartial sync

[MarreFitbit]

Welcome to the Fitbit Community @ramekhan! Thanks a lot for already troubleshooting this inconvenience, nice way to go!  Thanks for the screen shot as well.

The reason why your tracker is not syncing/pairing with your OnePlus 2 is due to this device is not compatible with the Fitbit app. Currently, just the OnePlus One is listed. 

This means that our Android team has not yet tested them for compatibility and added them to the list what means that we don't have a estimated date on when they will be added. If the device supports BLE (AKA Bluetooth 4.0), I recommend giving the setup flow a try to see if you can successfully connect your tracker. 

If setup does not work, I recommend setting up and syncing via a device listed as supported or using a Windows 10/Mac computer with integrated Bluetooth 4.0 running the Fitbit Software. Our Android team is always working to test and add more Android devices to the supported devices list, so keep an eye open for updates!

My sister owns a Huawei which is not yet a supported device, but she has tried the following (which I think won't hurt if you try that as well):

1. Your phone must not be set to "visible for other devices"
2. Your phone must not be "searching for other devices"

If either of these two things are active, the Fitbit cannot connect.

In other words, you have to set it to invisible, and you have to click the stop button if it is searching for devices. So, Bluetooth should be on, but not doing anything at all in the Bluetooth menu. Then force quit the Fitbit app and it'll sync. At least it has done with my sister's phone for over a month or so.

If you're able to connect your phone to your tracker but you keep having syncing issues, keep in mind that this will be due to the incompatibility of the phone. What means that the functionalities have a chance to work if you try some troubleshooting steps, I'd suggest following these steps:

1. Uninstall and reinstall the Fitbit App.
2. Turn off the Bluetooth, WiFi or mobile data and phone.
3. Once the previous steps are done, restart your Fitbit.
4. Turn the phone, Bluetooth and Internet connection back on and try to sync again.

If the previous steps does not work, you can also try the syncing process with a different mobile device or use the computer by downloading the Fitbit Connect software as I've suggested before. 

Give this a shot, I'm crossing my fingers!  

[ramekhan]

Thanks for responding! 

I know the OnePlus 2 isn't on the list of compatible devices, but the OnePlus One is. Since the OnePlus One is on that list, I'd assume the OnePlus 2 should work. I'm also surprised that no other OnePlus device is listed, given that a LOT of people use OnePlus phones. I'm pretty sure it would never be added because of its age. 

However, it supports Bluetooth 4.1 A2DP. FWIW, I also have a Charge HR and that had no problems connecting to my phone. 

I appreciate the additional steps that you have provided. I followed them sequentially and made sure that the Bluetooth is not set to "visible for other devices" and that it's not "searching for other devices". Sadly, no luck there! 

I'd have been happy to sync it to my computer or my tablet but it makes no sense. What if I have to change the Watch Face for instance? It can't take my computer and tablet everywhere with me. Or what about notifications or other apps that stay connected in the background? This whole situation renders the third-party integration useless IMO.

Frustrated and disappointed.

Thanks for your help! 

[MarreFitbit]

I totally understand your point my friend @ramekhan. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and experience based on that feedback.

I'd recommend checking out our Feature Suggestion Board if you haven't already. This is a space where Community users can post features, ideas, and suggestions that they'd like to see in future Fitbit products, accessories, and software and top-voted suggestions get relayed to our product team for review.

I'd also recommend up-voting and commenting on OnePlus 2 Compatibility feature suggestion since it is very similar of what you're looking and asking for.

Thanks for trying the tips I recommended in order to connect your Fitbit Ionic to your OnePlus 2.

Let me know if I can be of further help.

[Draagyn]

Hey there, 

My wife has a Oneplus 2 and is experiencing the exact same problems. From what I can tell, it seems to be a problem with the app - it just doesn't run smoothly at all. At one point, her Ionic synced with her phone and swapped out a clock face, but now the time is stuck 2 hours and 5 minutes too fast... So now it doesn't even work as a normal watch! 😕

To the Fitbit crew, PLEASE update the firmware or app to support the Oneplus 2. It runs pretty well on my 5t with only a few bugs. As a fitness tracker, it seems to really do the job. As a smart watch, Itthink it's got a long way to go. 

[ramekhan]

Hi Draagyn,

I thought I was the only one! 

UPDATE: 

I performed countless tests to see if something would work. 

I paired my tracker with my iPad Mini 2 - successful

I then tried to pair it with my phone again - unsuccessful 

I paired it with my Windows computer - successful

Back with my phone - unsuccessful 

Today, I paired it with my wife's Xiomi Redmi Note 4 - it paired fairly quickly. I wanted to test how the notifications would work. So, I turned on call and app notifications - it worked like a charm. I was really disappointed to see it paired with a rather ordinary Xiaomi smartphone and not with the OP 2. I kept it connected for around an hour checking out notifications and other features. 

After that, I unpaired to try connecting it to my phone again. Miraculously, it paired this time without asking for the 4-digit code the second time (something that never happened earlier) and immediately asked to connect to WiFi (again, something that never happened earlier). I set it up and checked if notifications would work. Guess what? It worked! 

I am very curious to know why it worked! Nothing changed on my phone. I have been following the same procedure for a week. Why would it start working suddenly after a week? The only behavior that changed is that I paired it with a phone and turned on notifications on that phone. Is that something that could make it work? I don't know, maybe someone from Fitbit can comment on that.

Other than that, the only problem now is that it's inconsistent - when I connect my phone to WiFi at work, it would stop syncing and throw the same error as before. I turn off WiFi, it would connect to my phone again. 

Does that mean it only connects to one WiFi network? Is that normal behavior? This is still a mystery to me. 

But at least I found a way to get it to work. 

Draagyn, I'd suggest you to try pairing it with your 5T, turn on notifications and use it like normal for some time. Then unpair it, and try to sync it with your OP 2. Remember, while setting it up, don't turn the Bluetooth on from the phone's menu or notification shade. Turn it on from the Fitbit app and let it do its thing.

Report back if it would work. 

Good luck! 

[ramekhan]

Looks like my joy was shortlived! 

The problem has returned after a few days and I'm back to square one! All of a sudden, the connection issue is back. No matter what I try, including the steps that worked earlier, are failing now. 

It's getting really frustrated. 

Fitbit needs to understand that people can't buy new phones for their devices. It just doesn't make sense! In how much time can I return the product, @MarreFitbit?

I'm getting impatient. I think I'll need to use my old Charge HR because I'm not getting any extras features anyway. What's the fun of using the Ionic if it won't sync? 

[Draagyn]

Thanks for being so thorough with your troubleshooting, it's given me lots of ways to check for myself!

I had marginal success doing what you suggested: I paired it with my 5t and and it worked without problems. After a while I tried again with the op2, but there was one key moment that never happened: the setup never made it to the wifi setup like it did on my 5t. And for the life of me, I couldn't get the wifi to setup afterward either. This would explain most of my issues, but I don't know what else it could be for your ionic.

Seems like it wouldn't take much to make the op2 compatible, but I could be wrong. For now, I think we'll stick with pairing my wife's ionic to a computer, since we know that works.