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Ionic Sync Issue Solution? Please help testing!

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‎01-12-2018 12:19

‎01-12-2018 12:19

I have a strong guess about what could be the problem with Fitbit Ionic sync in one certain case. 

If you encounter the following problem, please help me out and check the following. 

Case:

  • Your Ionic syncs once after the intial setup.
  • Afterwards, your Ionic connects and shows the current data, but it does not sync the data any more. ("Last sync" always shows the time of the initial sync after setup, battery status does not get updated.)
  • If you remove the Ionic and re-connect it, sync works again for the first time and fails afterwards.

In this case, please check the following:

  • Remove any WIFI network from the Ionic (not the Android device!) settings. 
  • If that did not help, remove the Ionic from the app, remove the app, reinstall the app, re-connect the Ionic. But DO NOT add a WIFI network ("skip this step").

So my assumption is that the Ionic has a problem with certain WIFI setups that also affects the sync process, to be exact: If your router provides both the 2.4 ghz and the 5 ghz network with the same SSID. (There have been similar cases in the past eg. with Amazon Echo devices. Your phone is probably using the 5 GHZ network and configures the corresponding MAC address on the Ionic, but the Ionic only supports 2.4 GHZ and therefore has the wrong MAC address of the 5 GHZ network instead of the 2.4 GHZ network.)

IF this is the case, it will not help in other cases that may also exists, so please just add to the thread if you encounter problems as described above to narrow down the problem. 

GOOD LUCK IONICS and thanks for your support! 

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‎01-12-2018 12:29

‎01-12-2018 12:29

If I'm right you have the following options at the moment:

  1. Setup different SSIDs for the 2.4 and the 5 GHZ network. Some routers (like my one) do not support this unfortunately. In this case you have to...
  2. Deactivate the 5 GHZ network on the router. (Not a good solution because in most scenarios the 5 GHZ network will provide a better performance for any other device in your network.)
  3. Keep the WIFI option turned of (remove all WIFI networks in the Ionic configuration). AFAIK it's not that important at the moment except for faster updates. Let's see what Fitbit does with WIFI in the future. 
  4. (Wait for Fitbit to understand and correct the issue in the app + firmware.)
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