Ionic not syncing

[TickTockTick]

I have had constant syncing and pairing issues with my Ionic over the past few months. I have read in the community that Fitbit is working on this problem. When I called Fitbit a few weeks ago the agent gave up and I was offered 35% off a new watch. I kept at it on my own and was finally able to re-pair and sync the device after resetting to factory defaults and reinstalling the app. When my Ionic wouldn’t sync again today I un-paired it and then spent the next couple of hours trying to re-pair it. The watch is not syncing again - I get a red circle with an exclamation mark. My phone is a Samsung Galaxy S8 with the latest updates. The Fitbit app is version 3.37.1 and the Ionic firmware is version 27.72.1.9.  The Bluetooth setting on the phone shows the Ionic as connected. This watch is only a few months old (my last Ionic was replaced at the end of the warranty period because one of the buttons stuck). Is there a fix for syncing coming or am I destined to keep wrestling with this problem? Does anyone have any insights? I really like the watch when everything is working properly.

Moderator edit: subject for clarity 

[TickTockTick · Accepted solution]

Update - when I still could not Sync this morning I contacted Technical Support again. A very patient agent ran me through all the usual checks. He also asked if I synced to any other devices. I told him I have the app set up on an iPad. He had me disable Bluetooth on the iPad, Force Stop the Fitbit app on the phone and Sync again - this worked. I was advised that a Fitbit app update was released yesterday and should be available for my phone soon. I hope the updated app will resolve the possible syncing conflict between my two devices.

[LiliyaFitbit]

Welcome to the Fitbit Community, @TickTockTick.

I appreciate your participation in the Forums and sharing the details of the issue you experienced. I understand how you are feeling about this situation and appreciate your troubleshooting efforts. I am glad to hear you're back on track after getting in touch with our Support Team. Thank you for sharing what you did as it may help other members in the same situation. I appreciate your feedback and hope you continue enjoying the Fitbit experience without any issues. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

Keep on visiting the forums!

[TArmour]

I followed all the advice about getting my phone to forget the ionic in the Bluetooth app and then delinking it. I updated the Fitbit app and I restarted the Fitbit. This solved the issue and data synced for the previous few days. However less than a week later the issue has started again. Surely there must be something that needs to change? It isn’t practical to forget, re-link, update and restart EVERY SINGLE DAY in order for the app to work properly? It has worked just fine for well over a year, so something changed in the last few weeks to cause this. When will Fitbit acknowledge that and fix it? 

[Theola]

I'm having the same issue. When I tried to connect the Bluetooth  it said I needed to have the app to do that. I do have the app and am paying for fitbit premium! It did finally connect, yet... it keeps disconnecting from wifi! Grrrrrrrrrrr

 This all started happing after I updated to premium. Not sure if that has anything to do with it or not. 

[TArmour]

Now I can’t even get it to synch when I do all those things...double grrr!

[LiliyaFitbit]

Welcome to the Fitbit Community, @TArmour @Theola.

Thanks for the details shared in your posts and for already trying to resolve the issue. I am sorry to hear about the frustration this situation has caused. I recommend confirming our complete troubleshooting instructions in Why won't my Fitbit device sync?

If you continue experiencing difficulties, please get in touch with our Support team so they can evaluate your device's behavior and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[TArmour]

Still not synching and as of this morning, when I repeated all the restart and re-pairing steps it is now telling the wrong time (approx 6 minutes slow), still hasn't synched and is no longer counting steps. Please can you fix this?? 

[LiliyaFitbit]

Thank you for your reply, @TArmour.

I appreciate your efforts and the additional details. I was able to see that you have already contacted our Support team regarding this, please continue working with them since they have already all the details and special tools to continue assisting you. 

Have a good day.