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Ionic not syncing

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‎06-13-2019 12:22 - last edited on ‎06-15-2019 08:31 by Fitbit Moderator

‎06-13-2019 12:22 - last edited on ‎06-15-2019 08:31 by Fitbit Moderator

Hello.

 

I own a Fitbit Ionic running version 27.33.1.30 with 2554 MB remaining. I've had this Fitbit since December of 2018 and it has previously always synced with my Sony Xperia XZ running Android 8.0. This device is on the list of supported devices. 

 

I have had trouble connecting, syncing, and updating within the past few days. I have tried all standard troubleshooting steps, including restarting the Fitbit and phone, turning off and on Bluetooth on the phone, and uninstalling and reinstalling the Fitbit for Android App. I have also made sure that the Fitbit app has access to all settings and permissions and I have cleared the app cache.

 

When these steps did not work, I did a factory reset of the Fitbit Ionic and reinstalled the app and it still did not work. I cannot connect, sync, or update the Fitbit Ionic device. Additionally, during setup, I cannot connect to WiFi, even though my router is stable and all other wireless devices, including my phone, connect perfectly fine.

 

Is it possible to solve this? I have seen other posts with similar questions and problems and I have followed the instructions in those posts exactly and the problem still persists. Otherwise, I would like to RMA.

 

Moderator edit: Updated subject for clarity 

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‎06-15-2019 08:37 - edited ‎06-15-2019 08:50

‎06-15-2019 08:37 - edited ‎06-15-2019 08:50

A warm welcome to the Community @r408. Sorry for the delay reply. 

 

I appreciate the time that you took to share your experience with the forums and the troubleshooting that you've followed to fix the issue that you're having. 

 

Thanks for the research that you did, as you mentioned the phone that you're using is a compatible device. I've shared your post with our Support team and they mentioned that you already have a case with them, please continue the communication through email. 

 

I'll be around if you need further assistance. Robot Happy

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