Ionic deletes previous messages when a new one arrives

[Leppy]

I'm all but done with this watch and company. Since the weekend update, I get a text message but as soon as a new text comes through the previous one disappears. I know fitbit should fix this problem, but as with any issue, will they?  Anyone have this happening?  I've turned them off, restarted my phone and watch, Fitbit what do you suggest?  Worst update. 

Moderator edit: updated subject for clarity

[wolffy]

Mine has started deleting text messages after I open them on my phone.  

[MarreFitbit]

Welcome to the Fitbit Community @wolffy @Leppy, hope you guys are doing great! Thanks for already troubleshooting this inconvenience, nice way to go! 

I'd recommend doing the following:

• Make sure that the Fitbit app is up-to-date (iOS 2.50, Android 2.71 as of today)
• Log out of your Fitbit app
• Force quit the app
• Restart your tracker 
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit app

Give this a shot and let me know if the messages keep deleting after a new one arrives or when opening them on the phone. I'll be around! 

[Leppy]

@MarreFitbit I have version 27.32.10.15. How do I get to your version? I'll check your ideas at lunch but I know they deleted this morning. 

[MarreFitbit]

Sorry for the misunderstanding @Leppy, I was talking about the version of the Fitbit app (the app also needs to be in the latest version). The one you have (27.31.10.15) is the latest version of Fitbit Ionic. So, you're good with that! 

Another thing I'd like to recommend is restarting your notifications. In order to do so:

1. From the Fitbit app dashboard, tap the Account icon >  your device image.
2. Tap Notifications.
3. Turn off all notifications
4. Restart your phone.
5. Open the Fitbit app and turn notifications back on.

Notifications should work as expected after your device syncs. If they don't, continue with the next task.

1. Tell your phone to "forget" your device, removing the connection between the phone and the Fitbit device. 
   1. On your phone, go to Settings > Bluetooth and find your Fitbit device in the list.
   2. Find an option to forget the device.
2. Open the Fitbit app and set up notifications again.

Looking forward to your response! 

[Leppy]

@MarreFitbit Tried both of your ideas and all my text messages get deleted as soon as I check them on my phone.  I have an updated iphone6, updated Fitbit app and watch.  This was another horrible update.  What's next Maria? 

[Leppy]

Another thing : only text messages disappear from my watch. I get updates from my daycare that remain on my watch even if I look at them in the Brightwheel app. 

[Leppy]

@MarreFitbit anything???? Or anything from anyone else at fitbit??

[Leppy]

@MarreFitbit still disappearing. Do you just give one recommendation and then forget that your customers are still having issues with your product?  Fitbit customer service is as bad as their products. Don't mean to be rude but this is ridiculous 

[MarreFitbit]

Sorry for the delay on my reply @Leppy. Thank you for the thorough feedback for the Fitbit environment, customer service and devices. We don't want to create frustration in our customers. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts and we are always working on improving our devices and overall environment based on that feedback.

I just tested my Fitbit Ionic with my iOS device and my notifications are still showing on my tracker even when I get new ones or even when I unlock my phone to see them. I don't think that the "Forget this device" step was successfully completed. Let's make sure that this step is properly performed.

So, please go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Ionic and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device".

To make sure you remove the tracker from your phone's Bluetooth settings, shut down your phone for 10 seconds, then turn it back on and make sure that your Fitbit Ionic is no longer appearing on the phone's Bluetooth settings. 

Once you've made sure about that, go back to the Fitbit app, go to the "Account" option in the upper right corner and select "Set up a Device". This should start the setup process for your device. During the setup process, set up notifications again. 

Hope this helps, keep me in the loop!

[Leppy]

I followed your directions, again, and they still disappeared. I am going to try to remove my device and re-add it when I get home. 

[Leppy]

@MarreFitbit I removed and added my watch and the messages still get deleted once I view them on my phone. @MarreFitbit can you confirm that this doesn't happen with your iPhone and ionic. I even deleted the app too. 

[Leppy]

@MarreFitbit 1) can you verify with developers so someone higher up to see if texts should be deleting from my watch after viewing them on my phone please? 

2) if your iPhone and ionic are keeping text messages on both devices, can you check your iPhones message settings and please let me know what you have checked and unchecked. There aren't many options for the ionic to change anything. 

[MarreFitbit · Accepted solution]

Thanks for getting back to me and following the suggestions again @Leppy. I appreciate you have brought this to my attention. I was just notified that with the new Fitbit OS update 2.1, Notifications are now removed from the Ionic/Versa once you open the conversation in your phone. This is expected behavior and not an issue. 

If there's anything else I can do for you, please feel free to reply. 

[Leppy]

@MarreFitbit horrible decision on the developers part. Can you pass along to them my thoughts and to have them at least allow us to make that decision. 

[Meldrewman]

Entirely agree!

I’d be interested to hear the logic which dictated that texts - and only texts - received this treatment. 

It’s illogical and we can only hope that developers listen to reason and have the text notifications remain on the Ionic - as they do on the Blaze. 

[Steve376]

I dont even view on my phone and messages show and after about six seconds they disappear nowhere to be on the watch. I have an Android phone download the app from the play store today and an ionic Adidas.  You can open the message go to reply but then it disappears without clearing anyting

[pkgreen]

cannot even finish reading notifications before it disappears. deleting expected features after purchase should include partial refunds. please give us back the option to delete notices.