Ionic Not Syncing and Losing Time

[webrn]

So I have been a Fitbit customer since the original Fitbit. Up until this last purchase, I was a pretty happy customer. The Ionic has been an absolute nightmare. Constantly throughout the life of this device I am having to reboot the watch, reboot my phone blah blah......all just to get the device to do its most basic function, transfer the data to the app. Now since installing the new firmware I cannot sync at all and the watch is losing time since it won't sync (which seems to correct the time when it does). Since yesterday I have lost an entire hour. 

I spent 4 hours yesterday going through all the suggestions on these forums. Ended up deleting the app. Resetting the Ionic and finally had it sync. Awesome. Now today again, it just sits there looking. No sync and incorrect time. This is absolutely ridiculous. I paid 300$ for this device less than 6 months ago that is really at this point nothing more than decoration on my wrist. To top it off the typical response in the forums from customer support is to post the same ridiculous list of steps to follow and pronounce the problem as an "accepted solution" ....> Really? Are you kidding me. So this will be my Last Fitbit purchase which is a real shame. Its a company I supported and I recommended there products to my friends and others whom I work out with and train. No more though. Fitbit I do not expect that there are no problems with your devices but I do expect you fix those problems and that they do not get worse and worse over time instead of better. So given that I will likely be purchasing a Garmin or other fitness device next and will not be returning to Fitbit again unless I feel like Fitbit is making a genuine effort to fix the device I sprung 300$ for rather than rushing the next product to market that is plagued with bugs (see the Versa threads...its a complete mess). 

Get it together Fitbit 

Moderator Edit: Updated Subject for Clarity/Format

[Rich_Laue]

May I ask what phone are we talking about? 

Do you sync through more than one device, 

[FrJimT]

I have a Samsung Galaxy Note 5. Same prblems as above: loses time, trouble syncing. 

[Rich_Laue]

The time will get updated during the next sync.

I suggest looking at this post but @SantiR

I can also add:

- Removing the ionic from the phones Bluetooth list of trusted devices often works.

- Clearing the Fitbit app's cache helps me a lot.

- Logging out/in on the Fitbit app should also clear the apps cache

- Not mentioned but a restart of the Ionic should be tried.

How do I restart my Fitbit device?

Troubleshoot a problematic device by turning it off and then back on

And more troubleshooting tips in Fitbit's interactive help site.

Why won't my Fitbit device sync?

Try these troubleshooting steps if your device is not syncing

[Chriszenward]

I totally agree with your post. The Ionic is an expensive product mine has now stopped syncing after just one month so fed up. I am going to change to a different brand like Garmin. I see fitbit have not replied to your post with any support 

[Spanette]

I am having the same problem, I have tried all of the suggestions on here and have even reset my Ionic to factory settings which worked for about 3 hours!  I have lost 1000's of steps because of this and I am furious to say the least.  The problem isn't with my phone or the caches it is with the very expensive tracker which doesn't want to work.

[Rich_Laue]

If you would likely help @Chriszenward and @webrn please include the device that is used to sync the data. 

A factory reset is rarely, if ever needed except when giving/selling to another person. 

[SantiR]

@webrn I hope you're doing well! Thanks for taking the time to write this post and providing all of those details regarding the situation you are experiencing with this. Thanks for trying deleting the the app, restarting Ionic, and for spending so much time trying the steps you found on the forums. I'm glad they worked first, however it is unfortunate to read it is not syncing once again.

What type of mobile device are you using? Is it showing under the list of supported devices?

Also, what other steps did you tried that you found on the forums? Did you tried the steps listed here? You can try them one more time in the given there for best results.

@FrJimT @Chriszenward Welcome to the Fitbit forums! Thanks for reporting this situation as well and for providing your feedback. Please try the troubleshooting steps listed here in the order given for best results. That should certainly help you out with this.

@Spanette It's great to see you in the Fitbit forums! Thanks for trying all the suggestions you have found here. What type of mobile device are you using? Is it showing under the list of supported devices? 

@Rich_Laue Thank you very much for all the help you have provided on this thread! 

Keep me posted! 

[Jimmy_griggs]

Having read many of these threads, I'm getting discouraged with the repetitive responses from the @Fitbit crew members, or are they just bots?

I too, have exhaustively followed EVERY suggested troubleshooting step, INCLUDING fresh app installs after factory resets of the device with 3 different phones, the 3rd model was identical to a prior device I had used successfully with the ionic for 6+ months, but still a different phone.

Each time, the phone's bluetooth has difficulty staying connected with the device, making the required firmware update a gargantuan task, to say the least. Then I typically get one or two successful syncs, & then wake up late for my morning routine due to my watch having lost 2 or so hours overnight by not syncing with the latest phone it's associated with.

As an IT professional, I would like to see evidence of an actual fix.Or at least some communication from the @Fitbit crew with something more than a simple regurgitation of the same questions/suggestions to try their troubleshooting suggestions.

I will try to contact them directly next in order to perhaps see if they have an internal trouble ticket for this clearly known issue & if not, request one be initiated and determine a timeline for an anticipated fix for what looks to me to either be evidence of a manufacturing failure regarding the internal radio or some sort of firmware change that broke the radio.

I have seen at least one instance where someone in the forums here has received a replacement ionic, which is at least an effort in the right direction. 

Honestly, if I wasn't a geek who wants to understand the issue, I would have already relegated this product that I was previously supremely happy with to its proper status as a quasi-useful paperweight.

[Charles2017]

The Fitbit's are rubbish, bad design, led's on continuously, intermittent
or no Bluetooth sync, absolute junk.


Binned both of mine, now have a Samsung Galaxy Frontier. Seamless
synchronisation, 100's of watch faces, email and phone connectivity,
absolutely brilliant.

[Rich_Laue]

Interesting @Charles2017  I see too many super good reviews and Fitbit sells to many units for your points to be valid. 

[Charles2017]

You turn off heart beat monitoring on the Ionic and the green leds stay on 24/7 wasting power, really bad, ill thought out design.

[Snaile]

My wife brought an Iconic at Christmas time, and it's now started doing the same thing. I am scared to factory reset it because there are a lot of comments saying after being factory reset it completely freezes the device up. At the same time I got an Amazfit Stratos 2, it's a far superior device, the GPS is more accurate, and never misses a beat.

[FrJimT]

As far as I'm concerned, I think the Iconic is a piece of junk that Fitbit
won't take back.

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Rev. James W. Thornton, C.S.C.,Ph.D.
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[irishguy72]

I am having the same problem. Working fine for 2 years and then all of the sudden, losing time. Synced again and did the same thing over night. Done with Fitbit. Going with Garmin or Samsung. Spent 3 days trying to correct this problem.

[Rich_Laue]

Hello @irishguy72 are you asking for help? 

If so we will need to know what type of phone you sync through. 

Logged out/in on the Fitbit app 

Cleared the Fitbit app cache of on android, don't know if it may help on iOS. 

Deleted Fitbit app data, If on android. 

You say that the tracker synced then did the same thing over night. May i ask what the "same thing" may have been? 

Have you removed the tracker from your phones Bluetooth? 

Shut down both the tracker and the phone? 

Check for app and phone updates? 

Stopped the Fitbit app and restarted? On Android this can only be done through the phone settings. I'm not sure about iOS. 

Have you, in the past, synced through a different device that may be nearby and causing interference?