Initial difficulties with Ionic

[Joseph_G]

Hey all,

I've been a long term Fitbit app user and had the Charge 2 for a little over a year.  Upgraded to the Ionic yesterday and nothing but issues so far.  I went through the connection processes and updates and Wi-Fi connections, etc.  And have factory reset more than once, rebooted and shut down phone and Ionic multiple times.  I have had the GPS searching for hours at a time, both inside and outside, but still have two problems which may be related:

1.  My phone still wants to update my device although I believe it is already on the latest firmware.  It seems it has successfully update the device multiple times and the about screen shows the same firmware version, but my app still says there is a new update: 27.70.7.14

2.  My GPS will not get past searching.  I put the device in exercise run mode.  Last night I ran for 25 minutes and it never stopped searching.  I went through all the troubleshooting guides, forum advice etc. and over past 12 hours have put it in to exercise mode multiple times for hours at a time, yet it still says searching when I pick the Ionic back up.  I have had it inside as well as outside during these efforts and I have not moved the device.  I have also tried different locations 20-30 miles apart outside, leaving the device in one place as well as while driving.

Other information:

Phone: pixel 3a with latest updates

Fitbit app: latest update

Physical Location: Guam

My phone has no issues with GPS connection and worked well with Charge 2 as a connected device.  Goal was to update to Ionic for on-board GPS capability but so far no luck.

Thank you in advance.

Joe

Moderator Edit: Clarified subject

[SilviaFitbit]

@Joseph_G Welcome to the Community. Thanks for taking the time to share your experience with your Ionic. 

I appreciate the troubleshooting tried. I'll be happy to help you clarifying your inquiries on your post. 

The latest firmware update for Ionic is 27.70.7.14. Regarding your inquiry about your Ionic's GPS, Please note that your phone or tablet is not on our list of compatible devices. We confirmed that the devices on this list are fully compatible with all features of Fitbit devices and the Fitbit app. While a phone or tablet may not be verified as fully compatible, the Fitbit app may still work with your device. 

We routinely test new devices to ensure full compatibility with Fitbit devices and the Fitbit app, and are constantly working to confirm compatibility with new phone models. Be sure to verify that your phone or tablet meets the minimum operating system requirements.

I'll be around if you have any additional questions. 

[Joseph_G]

Thank you, but how does my phone have anything to do with the devices' ability to synch with GPS?  This should have nothing to do with the phone.

[Joseph_G]

So I happen to own a Moto X4 as well, which is on the comparability list.  I performed all the reset and set up steps on the Moto X4 and get the same issues.  Although the Ionic is updated to the latest firmware, the app still prompts me to update the watch. And the GPS does not get out of search mode regardless of the amount of time or variation in location.  Any thoughts on what I am overlooking is appreciated.  At this point I have to conclude that my watch doesn't work right.

[SilviaFitbit]

@Joseph_G Thanks for getting back. In this case, I've created a case on your behalf with our Support team and they will continue assisting you through email. 

I'll be around if you have any additional questions.