Ionic music issue

[thecompound]

I finally got the Ionic to accept the transfer of my own personal mp3 files, this was not straight forward.

The songs are on there but...after a song plays about half way through it ends and starts the next song and so on and so on???

Any ideas?

Thanks

[RicardoFitbit]

Hi @thecompound thank you for bringing this to my attention. I'm happy to give you a hand with your device and a warm welcome to our Community Forums too.

Seems odd that your Ionic is playing your MP3 files in such way, certainly this is not the way we designed our device nor this feature. Can you please let me know if this is happening with all the files or just with some of them? Also, did you already tried uploading more MP3 files to your device to check if this situation persist with the new ones? If you haven't already done so, please try restarting your Ionic following the next steps:

1. Press and hold the back and bottom buttons until you see the Fitbit logo on the screen. For Fitbit Versa Lite Edition, hold the back button for 10 seconds.
2. Let go of the buttons.
3. If you still have issues with your device, turn it off and turn it back on. For more information, see How do I turn off my Fitbit device? 

Let me know how it goes, I'll be here if you need anything else. 

[thecompound]

All songs do this, and does it every time after an upload.

[RicardoFitbit]

Hey @thecompound thanks for your reply and update, my apologies for the delay in responding your post. I'm happy to continue assisting you.

Thanks for confirming the information that was previously requested. To better assist you, can you please let me know which platform you're currently using to upload your playlist? If you're using an iOS mobile device, I recommend you to try with a computer instead and if you're using an Android mobile device please delete the whole playlist from your Ionic and upload just 3 songs to make a test. Please make sure that the WiFi connection at the moment you upload the test songs are strong enough to avoid any difficulty. 

I'll be looking to your reply. 

[thecompound]

It was on a Windows 10 computer

[RicardoFitbit]

Hello again @thecompound, thank you for your reply. Sorry for the delayed reply.

Since you're using a Windows 10 computer, try deleting the whole playlist from your Ionic and upload just 3 songs to make a test, just as the Android process. Please let me know how it goes.

Keep me posted.

[thecompound]

Deleted songs from the Ionic and loaded only three songs, same issue.

Frustrating......

[RicardoFitbit]

Hey @thecompound your reply is appreciated, I'm happy to continue assisting you. My apologies for the delay in responding your post.

I totally understand how frustrating this matter can be for you, this is not a common situation. Thanks for troubleshooting your device with me. I'd like to let you know that I've contacted our Customer Support team on your behalf to continue assisting you with this situation. That said, please keep an eye to your email inbox for their contact, they'll be in touch with you soon.

In the meantime they contact you, let me know if you have any additional questions. 

[thecompound]

Same issue after factory reset on the Ionic.

[RicardoFitbit]

Hey @thecompound welcome back, thanks for your response. Sorry for the delayed reply.

Thank you for trying our factory reset procedure. Our Customer Support team informed me that they're providing you with further assistance since I created a ticket for you. That said, please constantly check your email inbox, spam and junk folders for any update from them.

I'll be here if you need anything else. 

[thecompound]

Yeah, there has been no response.

I find Fitbit to have very unsatisfactory customer service, both this forum and the call in number have gotten me nowhere.

[RicardoFitbit]

Thanks for your reply and update @thecompound, my apologies for the delay in responding your post.

I appreciate your feedback regarding this situation. Our Support team informed me that assistance was already provided for you case, therefore, please refer to such information to move forward with the inconvenience you're currently experiencing.

Don' hesitate to contact me back if you need anything else. 

[thecompound]

That is untrue, I have not been contacted by anyone regarding my issue with your product.

Less PR/excuses and more solutions/effort please.

Thank you

[RicardoFitbit]

Hey @thecompound thanks for your reply.

Can you please check your email inbox, spam and junk folders? They informed me that information was sent to the email address associated with your Fitbit account but no reply was received from you. If you didn't receive such information, I'll update them regarding this so they can continue providing you with assistance. 

Keep me posted. 

[thecompound]

Thanks for the quick response.

The email is correct and all folders were checked yes.

thanks

[RicardoFitbit]

Your reply and update are appreciated @thecompound, it's a pleasure to continue assisting you. Sorry for the delay in responding your post.

I'd like to let you know that our Customer Support team was updated regarding this situation, therefore, please expect a reply from them in a short period, Please make sure to constantly check your email address associated with your Fitbit account, you can also check spam and junk folders too.

Your patience is appreciated, let me know if I can do anything else for you.