Ionic not syncing

[judygbailey]

My fitbit ionic stopped showing the correct time yesterday.  I reset the watch and could not get it to sync.  I then removed it from the phone and reset the Ionic to factory setting in order to try to start again.  The fitbit is now flashing the fitbit icon on and off and will not sync back up with my phone.  Please help as I love my fitbit.

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

It's great to have you here @judygbailey! Thanks for the troubleshoot you've performed. I would like you to confirm you've followed these steps Why can't I set up my Fitbit device? to get your Ionic back on track. 

Keep me posted. Hope this resolves the syncing issue you're having. 

[judygbailey]

Hi the Ionic still will not sync. I have reset the fitbit and reset my phone.  I have attempted to load it onto another fitbit account using another phone. I have reset the ionic to factory and tried with both phones and iPhone 7 and a Samsung Galaxy 6.  The Ionic still will not sync to any account or do anything other than flash the fitbit logo over and over again on for about 5 seconds then off then repeating. I have allowed the battery on the fitbit to die and then recharged it with no change.  I do not know what else i can do to get this working again.  We have two Ionics in the house, along with an Alta, a Charge 2 and I have now put my Blaze back onto my account until I can get the Ionic working or figure out how to get it repaired.  Any other advice would be appreciated.

[judygbailey]

Hi the Ionic still will not sync. I have reset the fitbit and reset my phone.  I have attempted to load it onto another fitbit account using another phone. I have reset the ionic to factory and tried with both phones and iPhone 7 and a Samsung Galaxy 6.  The Ionic still will not sync to any account or do anything other than flash the fitbit logo over and over again on for about 5 seconds then off then repeating. I have allowed the battery on the fitbit to die and then recharged it with no change.  I do not know what else i can do to get this working again.  We have two Ionics in the house, along with an Alta, a Charge 2 and I have now put my Blaze back onto my account until I can get the Ionic working or figure out how to get it repaired.  Any other advice would be appreciated.

[Tdewy]

Hi, unfortunately I am part of the apparently large community with ionic problems. WIth about an hour from a helpful fit bit employee I was able to get the ionic set up  two days ago. I finally got a clock face and weather app installed and working. Now I am getting no syncong at all. 

Steps that I have done include multiple reset of the watch, turn Bluetooth on and off on my phone. Reinstalled the fit bit app on my phone. The whole thing freezes after the four digit code. Having finally got some useful apps on the phone I am loath to do a factory reset again. May I humbly suggest to FitBit that they come up with some Computer based upgrade of the firmware that can be installed by connecting the watch vis it’s charger to a real computer.  I love the fit bit app when I used it with my charge and find it much better than Apple for exercise and sleep tracking. . If I had any inkling of the problems I would have  setting it up I would not have traded my Apple Watch for this.   I would appreciate any helpful advice beyond multiple resets. FIrmware that actually works would be ideal.

thanks

[Elmo762]

I’m with you dude since this new update this Fitbit has been a nightmare

[SilviaFitbit]

Welcome to the Community @Tdewy and @Elmo762! I'm sorry for the syncing issues you're experiencing with your Ionic. I appreciate the troubleshoot you've performed. I would like you to confirm you've tried this syncing steps. If you're using Android, you may want to turn on location services to sync your watch. 

Keep me posted. 

[Komsan]

@SilviaFitbit 

Hi Silvia,

I believe these all problems came from Firmware update.

Would you mind to find out when Fitbit will have new update that fixing all these issues?

And please stop asking customer to unpaired, synced and updated since it won't help anything.

[Tdewy]

 Well I have solved the problem, I  purchased the ionic through Amazon and because they have a very customer friendly exchange policy got the replacement ionic today and will send the other one back. Given how easily this ionic set up with absolutely none of the problems I had before, I have a think it actually was a manufacturing problem. I am using the updated firmware that everyone has been complaining about. The total set up and installation took 15 to 20 minutes, I was able to load the New York Times app and have stories within about five minutes. We will see tonight if it actually tracks sleep as the one I am sending back didn’t at all.

Advice for new ionic users who cannot get theirs set up, exchange right away!! I will update this whether things go well or not.

[Tdewy]

I've now had my replacement Ionic for 4 days.  It works as advertised and as I was hoping for.  Outdoor workout last night was tracked appropriately.  Calendar and text notifications work well, the text notifications are actually more reliable than my Apple watch with an iPhone!  I've tried to load music and that has been a bit of a struggle, keeps timing out, but it is really not that important to me.  Changing clockfaces has been easy, still looking for the right one for me.  The NYTimes and weather apps work nicely, and the silent alarm wakes me, not me wife (actually she sleeps through the loud iPhone alarm anyhow).  The battery life is really good, and unlike the Apple watch is not drained unnecessarily by a workout.

Bottom line was if you are having struggles with a new Ionic, replace it quickly, it may well be the watch more than the software.

[CindyRitch]

I'm having the same problems with my Ionic and it's only 6 months old. I've been talking to support for the past 3 days and they finally told me that another dept was going to have to contact me to discuss my issue further. Well it's been 2 days and I haven't heard a thing! Since the watch won't even display the correct time, it's useless. Went to bed last night with it charged to 46% - woke up this AM and it was dead. That's never happened before. I really think it's defective and need a replacement but how many people do you have to talk to at Fitbit before they will replace it? I got this Ionic (as a replacement for my Blaze) from points I earned through our health insurance so I'm stuck having to deal with Fitbit. Any suggestions of how to get this replaced?

[SilviaFitbit]

Welcome to the Community @CindyRitch! Thanks for sharing your experience with Customer Support and your Ionic. I've contacted our Support team and just as you mentioned it was escalated to another team so you could receive a proper resolution, they will contact you soon. 

Thanks for your patience. Don't hesitate to come back if you have any other question.