Ionic not syncing and now it can't be set up

[Girltrekkie]

My fitbit hasn't ever been able to update. I just dealt with it

Today though it stopped syncing altogether.

I've tried:

Restart Ionic

Restart phone

Uninstall and reinstall app

Factory reset of ionic

Bluetooth on/off and re pair

Now I'm stuck with a factory reset ionic and it won't set up with my phone. I've tried over and over. It says it finds my ionic but then fails during "connecting" and I've tried all the things it says to do at that point (restart, restart bluetooth etc.)

Any ideas on what to try next?

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

A warm welcome to the Community @Girltrekkie. Thanks for the troubleshooting that you've tried. I'll be happy to help you with the issue that you're experiencing. 

I would like you to confirm that you've tried the syncing and set up procedure. I know some of the steps that you tried are in there, but if you follow the exact procedure that's mentioned in those articles might help you fixing this. 

Let me know the outcome. 

[Sarahann90]

I am having the same issue, looks like my ionic stopped syncing as of 5/17.  I tried the troubleshooting steps with no success.  I removed my fitbit but now am unable to re-add as I see a message saying "sorry the setup is taking longer".  Please help

[B-127]

I am having the same thing happen? Has anyone heard anything? My Ionic will not sync with my PC, my android app or my ipad app. I am getting frustrated

[SunsetRunner]

I tried to reconnect the watch to the app and now it won’t do that. Situation now worse!

[Sarahann90]

I'm having the same issue on my samsung s7 edge.  I posted a thread earlier today and haven't heard anything back either.  

[SilviaFitbit]

It's great to see you around @Sarahann90 and @B-127. 

Thanks for the troubleshooting tried @Sarahann90. I would like you to make sure that you've followed this procedure to get it set up. 

Welcome to the Community @B-127. Thanks for the details mentioned. I would like you to confirm that you've followed this syncing troubleshooting. 

Let me know the outcome. 

[Sarahann90]

Yes, I have followed that procedure and have not been able to get it reset up at this time.Sent from my U.S. Cellular® Smartphone

[GySgt_Seidell]

Hello @Sarahann90 and welcome.  Just so I can assist you better, I have some quick questions:

1. Is your Ionic charged?

2. Do you access to your Ionic's Clock Face?

Please advise, thanks!

[Sarahann90]

Well after spending the evening troubleshooting I can confirm now that I have a paperweight that used to my ionic watch.  After chatting with a customer service rep who advises me to factory reset my tracker and then relink to my account, my ionic failed the download and ended up with no firmware.  So I opened a new chat to end up with the outcome that nothing can be done and that I would be offered a percentage off a new tracker or 40% off another ionic. Why I would buy the same device that others are having the exact same issue with.    I guess good luck to everyone else having these issues.

[GySgt_Seidell]

Hello @Sarahann90 ,  sorry to hear your issues haven't been resolved.  From your posting, I assuming you still are NOT able to setup your Ionic in your Fitbit App.  What is the display on your Ionic displaying? Is the display reflecting the connection of the Charging Cable?

Please advise, thanks!

[Sarahann90]

Hi, its displaying nothing, the light on the back isnt illuminated either.  The second rep had me hold the left button and bottom right for 10 to 12 seconds and still nothing.  Majorly bummed as I loved my ionic.

[GySgt_Seidell]

Hello @Sarahann90 , the Factory RESET you described was NOT done properly (per your description, if you did it the way you explained).  You need to hold ALL three buttons down at the same time and than "AFTER" 12 seconds release the bottom right button.  If you do it properly, you will feel your Ionic vibrate after releasing the bottom right button.  The timing can get tricky, so you may want to attempt this a couple times, if you do NOT succeed on the first try.

Please advise if you need further assistance and thanks!

[Sarahann90]

Still no success :(Sent from my U.S. Cellular® Smartphone

[GySgt_Seidell]

Hello @Sarahann90 .  So what is your Ionic display showing now?  Also, when you connect the charging cable to your Ionic, what does the display show?

Please advise, thanks!

[GySgt_Seidell]

Also @Sarahann90 , when did you purchase your current Ionic?  Thanks!

[Sarahann90]

It doesn't show anything since the download failed. The screen doesn't light up, no lights on the back.  When plugged in it doesn't light up or vibrate. & late 2017 is when I purchased it.

[GySgt_Seidell]

Hello @Sarahann90 , I have escalated your case to the Moderators, so they can review your file and provide options for you.  You should be hearing from a Moderator within the next 24-48 hours.  Hope it all works out for you and should you need any further assistance from me, please do not hesitate to contact me.  Thanks!

[MarreFitbit]

Hello @Sarahann90! Thanks so much for following the tips and recommendations provided here.

I was about to create a support case on your behalf, but I've seen you contacted our Support Team after posting here and that they have helped you with this. I'm sure that from now on, everything should be working correctly.

Hey @GySgt_Seidell, thanks for your help and cooperation here. We truly appreciate it! 

Let us know if there's anything else we may do to assist you with. 

[Sarahann90]

That's the problem, now I have a ionic watch is now unresponsive and wont even turn on ever since customer service advised me to complete a factory reset.