Ionic and Versa II display not working properly.

[arnettamae]

Suddenly both my Ionic and my Versa II don't display correct info on the watch face as it occurs. I have to go into the log feature to see what's happening and then the correct info appears on the face when I click back. In addition to that, and at the same time, the dashboard tile that summarizes my stats won't work on my iPad or my computer.  The little wheel keeps going around showing me that it is trying.  It's been several weeks now. I have called technical support at Apple to make sure my computer and iPad are "talking" to my iPhone which is still working as it should.  I talked to the watch face designer and he says my settings are correct. Is anyone else experiencing these issues?

[SilviaFitbit]

@arnettamae It's nice to see you on the Community. I appreciate the detailed information shared prior to posting. 

Thanks for the troubleshooting tried prior to posting. To better assist you, please post a picture of what you're seeing on your watch and reply to the following questions: 

- What is the name of the installed clock face? 
- Is it only happening with this clock face? 

In regards to your inquiry about your dashboard tile not loading, please log out from your account, clear cookies and cache and if it's possible try another browser. 

Looking forward to hearing back from you. 

[arnettamae]

I love the "Stats and Med ID” Watch-face by Jason Olsen and it has always worked very well for me. It is the most Stat Heavy face I can find and I like to have ALL my stats on the face. This face has worked fine for years (I’ve been turned onto Fitbit since December of 2015 when I bought my “One”). The “Versa” was my first Fitbit watch and I was delighted to find Jason’s Heavy Stat faces.

I just tried the “Arc" face by Fitbit. It has the basic stats on the face but they need to be chosen one at a time - not ideal but at least the most important ones are readily accessible.

For Browsers, I use Safari by choice - it is a MAC feature and I have all my “shortcuts” affiliated with the menu board. For experimental purposes I downloaded and tried both Mozilla and Google Chrome with the same result - no dashboard tile info.

I’m sorry to say that I don’t know how to “clear cookies and cache”. Could you give me some hints?

Thanks so much for your assistance!
Arnetta MaeWhitehouse

Moderator Edit: Personal info removed

[arnettamae]

I am attempting to post a picture of the watch face I love. Where you see a plain still heart it is usually beating with the heart rate next to it. All the other stats also are supposed to update continually but don't. Now I need to scroll to get the info. Then when I click back to the face it is there but doesn't add to it as I continue my exercise.

I want to emphasize that this happened at the same time my dashboard tile disappeared.

 

[SilviaFitbit]

@arnettamae Thanks for getting back. I appreciate the screenshot attached and the details shared. 

Since you mentioned that you're experiencing this with your Ionic and Versa, it sounds like it's a clock face issue. You may want to contact the developer to report this, to do so: Go to the clock face description > scroll down until you find the "Contact Developer" option. 

In regards to your Dashboard tile, follow the instructions on this article about how to clear cookies and cache in your browser. 

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

[arnettamae]

Thank you for the additional info, Sylvia. I tried blocking cache and cookies per the Safari instructions. I left anything referencing Facebook, Google, or Fitbit. If I block ALL cookies I don’t get anything on Fitbit. Unfortunately, the Stat tile on my MAC dashboard is still blank, and the same on my iPad Pro.

My phone dashboard is, thank goodness, still complete. I really miss it on my other devices and hope I can find the solution with the help of you and/or others.

As far as the Watch Face goes, I will contact Jason again. However, his design worked flawlessly until it suddenly stopped its usual functionality at the same time my dashboard tile failed. Jason assures me that he hasn’t changed the face.

I did find another design that works and has the major info I want on the face in real time.

Still looking for the answer!
Arnetta MaeWhitehouse

Moderator Edit: Personal info removed

[SilviaFitbit]

@arnettamae Thank you for getting back. I'm glad to hear that you changed the clock face to another one and it has all the information you want. 

Regarding the tile that keeps loading on your online Dashboard, I've shared your report with my team and they will investigate it. In the meantime, you may want to check your Fitbit app, in order to see all your tiles data. 

Thanks for your understanding. I'll be around if you have any additional questions. 

[arnettamae]

Thank you for your continuing help, Sylvia. I really like the new clock faces I have found - one for the Versa and one for the Ionic.

I’m still having the same trouble with the dashboard not loading the tile I want the most. If I’m the only one having the problem, it may be the fault of my new MAC desktop computer which I purchased in March but MAC support tried to help me on line and we found nothing amiss. The tech said that my computer was functioning fine when I let her take control of it with my help.

Now, I have a NEW problem which is very troublesome and just started a few days ago. My Ionic can’t find ANY wifi connections including my own strong and otherwise functioning Comcast xfinity wifi and also xfinity which I can use. When I switch to my Versa 2 it finds a whole list of wifi choices including all the locked ones in the apartments close to me. I tried working with someone in the Fitbit Chat room but it went off line while I was waiting to be connected.

I’m happy that my Ionic is doing it’s basic functions just working with my phone but I would like to know why it won’t find any wifi here. As I understand it, the Ionic needs wifi to be fully functional.

Hope you can help me!
Arnetta MaeWhitehouse

Moderator Edit: Personal info removed

[SilviaFitbit]

@arnettamae Thanks for getting back.

I truly appreciate the time you took to troubleshoot this with MAC support, regarding the issue with the tile not loading in your Dashboard. It's not only you experiencing this, there are other users who are unable to check this tile, that's why I've shared this with my team and they are already aware of this. 

Since your Ionic can't find any Wi-Fi connections, please try the following: 

1. Restart your watch by pressing and holding the back (left) and bottom buttons until you see the Fitbit logo.
2. Go back to the Fitbit app and try again to add a Wi-Fi network.
3. If you see other networks appear in the list of available networks, but not your preferred network, move your watch closer to your router.

If you still can't connect your watch to Wi-Fi, continue to step 2.

Step 2

Remove your watch from the list of Bluetooth devices on your phone (known as "unpairing").

1. On your phone, go to Settings > Bluetooth > your device name > find an option to forget the device.
2. Go back to the Fitbit app and try again to add a Wi-Fi network.

Let me know how the troubleshooting goes. I'll be around if you have any additional questions. 

[arnettamae]

Thank you Sylvia for continuing to try to help. I have followed your instructions a few times with a fully charged Ionic - always with the same results; the Ionic can find NO wifi to connect to while the Versa 2 still sees them all. The Ionic seems to function okay on a day to day basis but I’d like to be able to connect it to wifi.

Is it possible that if I also unpaired the Versa 2 that would help me to connect the Ionic. Someone on a chat suggested that there may be interference from the Versa 2. However, heretofore I have always been able to switch to the newly charged watch while I am still wearing the other.

If I continue to have this problem, I hope my Ionic is still under warrantee!

Arnetta MaeWhitehouse

Moderator Edit: Personal info removed

[SilviaFitbit]

@arnettamae Thank you for getting back. I appreciate the time you've spent troubleshooting this with me. 

I'm glad to hear that your Ionic is still working as expected but it still isn't connecting to your Wi-Fi. As mentioned by our Chat team, you could try turning off your Versa 2 when connecting your Ionic to the Wi-Fi, this will avoid any interference. 

If you're still experiencing difficulties after this, I could create a case with our Support team and they can continue assisting you. 

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

[arnettamae]

Thank you for touching base again Sylvia.

The last time I attempted to connect my Ionic to wifi I got the usual results - nothing. Since I had followed your instructions - deleting it from my iPhone’s Bluetooth list - I had a really hard time getting it to pair with my phone again. I thought I may have lost it for good, but after several attempts it finally did pair. Now it is having trouble transferring the logged information to the face. Last time I wore it, It didn’t post my active minutes or floors to the face so I needed to find them manually.

I’m wearing my perfectly functioning Versa2 at the moment while my Ionic charges. Any attempts will have to take place tomorrow.

I would try your new approach, but I’m not sure what you mean by turning off my Versa 2. How does one turn off a device. Do you mean I should unpair the Versa 2 or is there a way to just “turn it off"?

I hope you can help me asap. Can you tell me if my Ionic is still under warranty? I just got it paid off in June on my PayPal Credit account so I hope it is!


Arnetta MaeWhitehouse

Moderator Edit: Personal info removed

[arnettamae]

This morning I unpaired my Versa 2 from my iPhone and tried again to pair my fully charged Ionic. It could find no wifi even with the Versa 2 unpaired. I’m afraid it’s hopeless. Something must have gone wrong with the Ionic internally.

I hope Fitbit will give me an answer or a new Ionic!

[SilviaFitbit]

@arnettamae Thank you so much for getting back. I appreciate that once again you tried to connect your Ionic to Wi-Fi but with no success. 

In this case, I've shared your post with our Support team and someone will get reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. They will be able to explore your options and provide more information about the warranty. 

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