Ionic saying device not found

[SunsetRunner]

Trying to sync my Ionic but keeps saying device not found. It must be syncing at some point but I’m not sure when. 
Any help would be greatly appreciated. 

[SilviaFitbit]

@SunsetRunner It's nice to see you on the Community. Sorry for the delayed reply. 

Thanks for sharing the message that you receive when trying to sync your Ionic. I would like you to try this syncing troubleshooting. 

If you're still experiencing difficulties, please let me know the phone model that you have. 

I'll be around if you have any additional questions. 

[GilmoreT]

Hi

My Ionic now will not 'talk' to my phone at all!
Additionally, having added the Covid hand washing tool it appears to have replaced any reminders to move.
My phone is a Samsung Galaxy A20e.
I am so fed up of having issue with Fitbit, your standard response stating my phone (no matter which one I use) is not supported.
I have had my Ionic for just over 2 years and have had repeated issues with it.
Unless it gets sorted, permanently, very soon it is going in the bin!

Yours, very frustrated

[GilmoreT]

My Ionic will now not 'talk' to my phone at all! This seems to have occurred since I added the Covid hand washing tool - which also appears to have replaced any reminders to move.

I no longer get notifications, reminders to move, any link with my phone at all - not even to show steps/exercise. My phone cannot see my watch at all!

My phone is a Samsung Galaxy A20e. 

I am so fed up of having issues with Fitbit, your standard response always seems to be to blame my phone (no matter which one I use) saying it is not supported, yet when I bought the Ionic I was not made aware that it only supports a microscopically small number of mobile phones.

I have had my Ionic for just over 2 years and have had repeated issues with it.

Unless it gets sorted, permanently, very soon  it is going in the bin!

Yours, very frustrated

[SilviaFitbit]

@GilmoreT It's nice to see you on the Community. Sorry for the delayed reply. 

I truly appreciate the time you took to share details about what you're experiencing with your Ionic. I see where you're coming from. 

I would like you to make sure that your Samsung Galaxy A20 is running Android OS 7.0 or higher. In the meantime, please confirm you have done this syncing procedure. 

I'll be around if you have any additional questions. 

[GilmoreT]

I tried all the syncing information and it makes no difference at all. I have however managed to work this out for myself!

It appears that the syncing/time loss issues occur when the battery is less than 90% charged. I assume this means that the device, at just 2 years old, is failing due to battery issues. As the battery cannot, to my knowledge, be replaced this means the watch has to be charged at least every other day even without using GPS. If I use GPS I need to charge the watch daily! 

I am disappointed that I have had to spend time figuring this issue out as Fitbit could not provide the answer, and that at merely 2 years old the watch is failing. At c.£230 for the Ionic I do not expect to have to buy a new device every 2 years. In addition, it is not environmentally sustainable to throw a watch away every 2 years!

[JingAngHJ]

For 4 days, whenever I tried to sync my Fitbit app with my Fitbit Ionic, I was unable to do so as the app continuously said "Device not found". I have already tried all the options given in the troubleshooting advice, including restarting my Fitbit and phone, uninstalling my app and re-installing it, and both my phone and my app do not have low battery. Also, even though I changed a new phone, for weeks, my new phone (Andriod OPPO A92) was able to find my device and sync perfectly. However, since 17 July 2020, all this stopped and I'm unsure why after following all the instructions, the issue is still not fixed.

Can some kind soul please help? Thanks so much.

[SilviaFitbit]

@JingAngHJ A warm welcome to the Community. Thanks for the detailed information shared and the troubleshooting tried prior to posting. 

Since you've tried this syncing troubleshooting but your Ionic is still not syncing. I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

I'll be around if you have any additional questions. 

[SunsetRunner]

Hi,

Thank you looking further into this, my Ionic is still doing it, intermittently but still doing it. I look forward to hearing back from you soon with a resolution.

Regards

Stephen Snoding

Sent from Mail for Windows 10

[JingAngHJ]

Hello! Any solution so far? I've been tryin all the solutions that the Fitbit team came back to me, and still it's not syncing and says DEVICE NOT FOUND. The Fitbit app is already the latest version so I really don't know what more to do.

[GilmoreT]

Hi, I gave up on the Ionic. it was just about 2 years old and nothing resolved the problem.  I  had intermittent issues with the Ionic the whole time I had it.  I  bought a Samsung Active 2 and in my experience it's far superior.  

[Run2live]

My New Ionic is suddenly not syncing with my iPhone 5s. I have followed the troubleshooting steps suggested on this forum i.e. restarted both Fitbit and phone; updated phone software and Fitbit app, turned Bluetooth off and on again. When it tries to sync my phone says device not found.

[GilmoreT]

I had similar issues intermittently for about 12 months once my watch was over a year old.  I managed to fix it several times and some of the Fitbit updates seemed to help but then it just completely failed. it would not sync and just kept saying device not found. it wasn't my phone as I tried syncing it with other devices,  still no joy.  Eventually I gave up and bought a Samsung Active 2. Perhaps my Ionic just failed with age at 2 years old. The really frustrating thing was that Fitbit had no idea what the issue was. 

[SilviaFitbit]

@SunsetRunner Thank you for getting back. I would like you to let me know the phone model and OS version installed. 

@JingAngHJ Hey there. Please continue the communication through email, our team will be happy to continue assisting you. 

@GilmoreT Thanks for your input. 

@Run2live Welcome to the Community. Thanks for the troubleshooting tried prior to posting. Please let me know the phone model and OS version installed on it. 

Looking forward to hearing back from you. 

[Run2live]

I have an iphone 5S which is running ios12.4.8.

[SunsetRunner]

Morning all,

I have an iPhone XS Max running iOS 13.6.

Sent from Mail for Windows 10

[SilviaFitbit]

@SunsetRunner @Run2live Thanks for getting back. I appreciate that you shared the phone and OS installed. 

Please try the following troubleshooting: 

1. Go into your phone's Bluetooth menu.
2. Tap on the icon next to your Fitbit device.
3. Press Forget this device.
4. Re-open the Fitbit app and re-bond your device. 

Looking forward to hearing back from you. 

[FlaSnowbird]

My Ionic does same thing.  Keeps saying "Device not found".  After plugging in and restarting, occasionally it will pair with phone, but after I put it on, within minutes, it loses connection.  Also, it will not connect to wifi.   I've tried all the solutions given -- soft restart, hard restart, forget device in bluetooth, restart phone,  all updates installed, etc.  Very frustrating!  Especially since it has worked perfectly for over two years -- just started doing this 5 days ago.  If anyone gets a satisfactory response that works, please let me know!  

[mek1651]

My Ionic does the same. It starts at August 1st with being 2 Minutes late. Next morning it was 16  minutes late. I tried all synch possibilties include reset to manufactorer setting. After that, the Ionic was never seen by my mobile (Samsung A3 (2017)).
   I got the tracker in March 2020  and it works fine until now.

[SilviaFitbit]

@FlaSnowbird A warm welcome to the Community. Thanks for the troubleshooting tried prior to posting.

I see where you're coming from. I would like you to confirm you've tried the procedure posted here. Also, please confirm you've followed these steps to connect your watch to your Wi-Fi. Are you receiving any error message when you try to connect it? 

@mek1651 Hey there. Thanks for the troubleshooting performed. I've shared your post with our Support team and they mentioned that you already had a case with them, please continue the communication through email, they'll be happy to continue assisting you. 

I'll be around if you have any additional questions.