Ionic Adidas unable to sync

[BartvandenHof]

Last Thursday I bought a new ionic Adidas edition after my old ionic's light sensor broke. I'm already trying to sync my new ionic for 4 days. And nothing works. I bought my first ionic around Easter this year and that one worked perfect. Someone please help! 

[SunsetRunner]

Did you remove the old one from your account?

[BartvandenHof]

Jep. Multiple times already. I'm thinking about returning this one as well and ordering the "normal" ionic again. That one didn't had any problems.  

[MarreFitbit]

It's nice to see you around the forums @BartvandenHof! Thanks for already troubleshooting this issue, nice way to go! Also, thanks for confirming what @SunsetRunner asked.

Note that you must first select Ionic, then select Fitbit Ionic: adidas edition as your device. If you're still having difficulties setting up your new tracker, I'd recommend taking a look at the article: Why can't I set up my Fitbit device?

Let us know if the issue persists! 

[BartvandenHof]

@MarreFitbit I think I already tried everything what is on this forum and on Google. I know that my phone is not on the list of compatible divides. I have a huawei mate 10 lite. But I find it so strange that my previous ionic had no trouble connecting and syncing with my phone. Could there be a chance that the Bluetooth in my ionic Adidas addition has broken? I am now thinking about bringing this one back to the shop as well, order a "normal" ionic and try it again with that one until I have one without problems.. 

[MarreFitbit]

Thanks a lot for letting me know what phone you own @BartvandenHof! I'm afraid to say that the root cause of this is the model phone you currently have. Note that the devices on this list have been confirmed as 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. 

Our team 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 meets the minimum operating system requirements. Note that the majority of Android phones running version 4.4 or higher will work with our products. 

Please keep in mind that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. That is an explanation of why your old tracker was working, but the new one is not. 

Let me know if there's anything else I may assist you with. 

[BartvandenHof]

@MarreFitbit but then please explain me why I could use my "old" ionic, on the same phone, with the same firmware update. My old ionic got troubles with the screen and the light sensor, so I returned that one to where I bought it. But it did sync. Every single time. 

[MarreFitbit]

Hi @BartvandenHof! Due to Bluetooth issues that prevent Huawei Lite models, from syncing with some devices, like Fitbit devices, our products are not compatible with these mobile phones. I'd recommend checking the article: Which phones and tablets can I use with my Fitbit watch or tracker?

We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products. 

Please let us know if you have any other questions.

[BartvandenHof]

@MarreFitbit but that still doesn't answers my question. Why is it that my "old" ionic (witch I bought in Feb. 2018) had no problems with my huawei mate 10 lite. Even after the firmware update, everything worked fine.  Then the screen of my "old" ionic didn't respond to touching in the bottem half of the screen, and the light sensor didn't respond anymore. So I returned that one for my recent ionic (Adidas edition) this was last Friday (31 Aug. 2018) 

[MarreFitbit]

As I mentioned in my previous post, the developer team is aware of the need to add new devices to the list of compatible devices. There are some users who can synchronize with non-compatible devices (just as you did). However, since the mobile phone is not officially supported we don't guarantee that the synchronization would be will be successful as we are still testing on this phone model.  

If you have another compatible device, you can try syncing your Ionic Adidas with it. 

Let me know if there's anything else I can assist you with @BartvandenHof.