Ionic Not Syncing, Updating or connecting to WIFI!

[CatlinVA]

My Fitbit Ionic has been unable to sync or update or connect to WIFI for a couple weeks now and I have tried all the troubleshooting ideas on the FitBit Help site etc. I'm about done with this thing.

[UncleVito]

Running into the same issues.

Deleted program on phone and reinstalled No Good

Turned on and off Blue tooth, restarted phone, reconnected...

Nothing from a fresh update to restarting has NOT WORKED.

I am a very patient person... but after 4 days of this crap... I think Fit bit should send me a new one... it is not a USER ERROR... 

[Rich_Laue]

So what type of device is being used to sync through? 

[Sk00t]

Experiencing the same problems since last night.

Also, heartrate has been way off since last update. Beginning to think the thing is irrevokably glitchy...

[Bearie02]

I have also not been able to sync my Ionic.  Was on a 4 day camping trip and didn't sync until we came home.  Wouldn't sync, tried deleting ionic and setting back up againand it won't connect.  Tried uninstalling app and reinstalling and that has not worked either.  Fitbit needs to answer to the connectivity issues.....play store shows the same type of comments.

[Rich_Laue]

People need to stop telling Fitbit that they don't want to use the none communicating tracker and then try and tell fitbit to set up a tracker that the phone can not talk with. 

We need to fix the sync problem before the tracker can be set up. 

You mention the play store so I'm assuming that this is an Android phone .

First have you restarted the tracker? 

Removed the ionic from the phones Bluetooth settings?

Checked for any phone updated and the Fitbit app is up to date. 

Swipe any unneeded apps out of memory and clear the Fitbits app cache. 

Now let's restart the phone and see if we can setup the tracker. 

[Bearie02]

Rude much?  Just trying to emphasize that this is a huge issue.  And yes, I have tried everything you have mentioned to no avail.  Thiis is obviously an issue and I don't appreciate being treated like I'm an idiot who doesn't know what I am doing.

[Rich_Laue]

Sorry i noticed nothing mentioned that was tried. at best would help but might add problems .

If your phone is on the comparable list it should be fairly easy to get syncing again. 

Last weekend i was having a lot of trouble updating the ionic, the solution was to turn off the Bluetooth headphones tgattwhere connected to the phone. 

And i was simply explaining why removing a tracker will not help

[YorickWell]

Did all those things, frankly, and al that has happened is the Ionic is In a boot loop now and wont go past the dot-diamond. so don't tell me not to be annoyed with underperforming expensive tracker watch.

[cakj76]

My fitbit wont sync either, it keeps telling me to sync the fitbit mobile app to update. And that is synced according to the app in my Iphone. Have tried all the different troubleshooting and re-installed everything but still no luck. SInce the latest update my Fitbit have been unstable, in particular the weather app, was working fine, but now nothing!! Anyone who can help? 

[vitouncle]

After 2 hours on the chat line with Fit bit... I got it to sync.

I needed to SHUT OFF my FIT BIT ICON.

Pressed the left hand side button and ALSO the bottom Right button and held them for 10 seconds.

I also deleted the Fit Bit App from my I phone and reinstalled it

I also turned off Bluetooth for 10 seconds and then recaptured the Fit bit from scratch.

I was playing with the blue tooth, reinstalling the app... but after resetting the FIT BIT... that was the key.

I hope it helps everyone... 

After about 10 permutations of the event... it only took 20 minutes... syncing fine now and also on the network with the most recent software update.

The online chat is what I used... person was patient and helped me figure out it was the ICON restart that held me up from syncing.

[Bearie02]

I've tried this too and still hasn't worked.  Setup stalls after entering the 4 digit code and keeps saying connecting but after about 20 minutes it stops.  My Ionic is now 5 minutes behind time wise because it can't connect or sync.  I'm getting really frustrated.  Where is customer service?

[UncleVito]

It was a chat option on the bottom of this chat page. It did solve the
issue

Moderator edit: removed personal information

[Bearie02]

So, I've been trying all stinking day to sync my watch, to no avail.  Time is now 6 minutes behind since it physically cannot sync.  I even tried to do a setup on a different device (my son's Samsung tablet) and it is doing the exact same thing.  I really believe this is an app error and not so much an Ionic error, I just wish Fitbit would take responsibility and fix the issue asap.

I did contact support through Twitter and they created a case (#25265178).  If I hear anything from them, I'll update this thread with the available information.

[DaleyEdster]

Just FYI - my watch hasn't been able to sync for about 6 weeks . I've tried everything too and contacted Fitbit support. Their conclusion is that my phone isn't on the sorted list so they will neither give me a replacement or a refund! Thanks Fitbit! Strange how it was working fine for 3-4 months before they decided to do an update and it hasn't worked since. I'm switching back to Garmin once I sell this stupid watch!

[Bearie02]

Here is the update I received from customer support as well as my response.  Again, I will update this thread when I have more details.

Thank you for your response, but I have to tell you that I expected a much more detailed answer.

First off, no my device (LG G6) is not on your supported list, which is absolutely insane since this smartphone has been on the market for well over a year now, it should be supported.  I also checked on a tablet we own which is on your supported list (Samsung Galaxy Tab) and I am getting the same issue which makes me believe this is a system wide outage with the android app and not an issue with the Ionic at all.

I have tried every single suggested fix on your help site (which don't work) so please stop suggesting them.

I removed the Ionic as a device on my account and i've been trying to add it back.  Where it appears the app is hanging is after the 4 digits from the Ionic are entered in the app.  All it does is say searching and never does anything.

Please look for this fix in the correct place and forward this issue to someone higher up in the development pool as this is an issue many users are facing.

I don't want to be rude, but please do not answer with any more generic canned reaponses.  

Thank you for understanding and I look forward to hearing from a member of your DEVELOPMENT team.

Hide quoted text

On Wed, Jun 13, 2018, 2:54 PM https://contact.fitbit.com <https://contact.fitbit.com> wrote:

Hello, 

It'll be our top priority to come across with a simple and quick remedy to your Ionic not syncing case. We truly say to you that you're incredible to work with, your cooperation and willingness to troubleshoot this occurrence on your end, it's highly appreciated.

In fact, we are aware of the importance your Smartwatch holds in your life and the emotional attachment you have with it, especially after using it towards achieving your fitness goals. There's no doubt that you are a big enthusiast for Fitbit, which is why we will give our very best to remedy this situation in the best way possible.

Moving forward, we were reviewing the data collected by your Ionic and could tell that the last time that it communicated with the app was on June 12th. In addition to that, there are some factors that may be causing this, so first you will have to find out if you have a compatible device, by the way, you can check out our compatible device list by clicking here. If your smartphone is not there, it has to be the reason why it is not syncing or getting hooked up to the account easily. 

What is more, we do have great help articles that will assist you in getting your Smartwatch back to your account, one of those is Why can't I set up my Fitbit device? by the way, it advises you to do a restart, please, follow up the steps about how to do so. 

A restart has proven to be a very effective troubleshooting in issues of this nature. Also, you can actually list all of the steps that you have followed up as well as the research you have already done. In the event that this does not do the trick, do reply to my email. 

I know that every step counts, so I look forward to your response. Let me know if you have any additional questions or concerns. 

Sincerely,

Jaden and the Fitbit Team

--

Reply directly to this email to update your case. #25265178

Join the growing Fitbit Community! Get answers. Stay motivated. Find Fitbit friends.

[DaleyEdster]

Sounds like you're in exactly the same spot as me! I've asked for my ticket to be escalated to a manager now but I'm not holding out much hope. I wish you luck!

[Jillyholli]

Took me six weeks to get a replacement watch after mine died when I took it swimming. Turns out Ionic isn't very waterproof...well isn't really a very good product is it lets face it. Customer support was horrendous - I never received an apology just lots of Bot mail responses. Should never have been taken in by the glossy ads and stuck with Garmin. wouldn't touch anything from Fitbit in future. 

[Bearie02]

I did finally get my ionic to halfway sync by using the 3.5ghz wifi connection rather than the 5.  It still cannot sync fully and I have days with missing data (mostly step counts and workouts).  Still have not heard back from support.

[SunsetRunner]

I had the same issue. Restarting my phone seemed to fix it for me.