Ionic setup "Trouble connecting to fitbit.com"

[SunsetRunner]

I've finally got a Fitbit Ionic but having some difficulties setting it up. I get to the point where I enter the 4 digit code from the watch and then it stops. It looks like it enter a setup mode, but nothing happens. In Android it takes me just back to the account menu, in iOS it says something about "com.fitbit.HTTP error 500" and in Windows it says "Trouble connecting to fitbit.com" I've search through the whole internet without finding any solution that could sort it. I've tried it all with restarting the watch, bluetooth, reinstalling apps, restarting devices etc. Does anyone really know what this is all about?

Tyttis79

[SunsetRunner]

Really nobody that could shed some light on my issue?

[hebs]

I'm having the same problem with charge 2.  I get the message that says trouble connecting to fitbit.com

[hebs]

I talked to Fitbit customer support and they said that it is something on their side that needs to be corrected for this situation when you receive the message. "Trouble connecting to fitbit.com".  I am supposed to try again over the next day or two and check to see if it is able to connect.   

[SunsetRunner]

Thanks! Doesn't really fill me with confidence, maybe I'll just return it and get myself a Garmin 645 Music instead.

[MarreFitbit]

Hello guys @SunsetRunner @hebs, hope you're doing great today! Sorry to hear about the setup inconveniences you've been experiencing when trying to connect the Fitbit Ionic and the Fitbit Charge 2. Thanks for already troubleshooting this issue on your own and for already contacting Fitbit Customer Support. 

I've taken the time to check your support cases and I saw that your issues were addressed accordingly.  You're in good hands guys! 

In case other users jumping in this thread are experiencing the same, I just want to clarify that 

this error (Trouble connecting to fitbit.com) is usually related to your network connection so I would like to ask you to log out from the app, then log back in and restart your phone, then try to set up your Fitbit again. If this doesn't work, turn off WiFi and try the setup process again. If this doesn't seem to work, wait from 1 to 2 hours and try again. 

In case you're still getting the same error message after trying my suggestions, I'd like to gather some information from you so I can forward it to our team (I'm always around, so feel free to reply anytime). Please reply with the following:

1. What type of device do you have? (Android, Windows, iOS)
2. Software version you are running? (iOS 8, iOS 9, Android Marshmallow 6.0, etc)
3. App version currently installed on your phone (go to Account > Help to get it)
4. Where are you getting the error, while setting up or during an update?

In the meantime, try using a different WiFi network or turn it off and use your cellular data (the data used is not significantly big) when trying to update or log in to the Fitbit app. 

Also, I'd like to ask you to go to your phone Bluetooth Settings and check if your Fitbit is on the list of paired devices. If it is, tap on it and select "Forget this Device". Then, open the Fitbit app and try to start setup process again. In case this doesn't seem to work, please uninstall the app, restart your phone and install it back.

If the message is still popping up , I recommend trying to set up on your computer using the instructions listed here. 

On the other hand, the "Data not cleared Sync & Try again" message, usually happens when you performed a factory reset without before unpairing the device. Usually you should unpair your Ionic, forget Bluetooth (both Ionic and Ionic (Classic)) and perform the factory reset. To solve this issue follow these steps (some of them you already tried, but let's cover everything):

1. Unpair your Ionic.
2. Unpair from Bluetooth both Ionic and Ionic (classic).
3. Force quit the Fitbit app.
4. Turn off the Bluetooth.
5. Shut off your phone and turn it on after 1-2 minutes.
6. Turn on the Bluetooth.
7. Setup your device again.
8. If there is no connection, restart your Fitbit Ionic.

Hope this can be helpful for you both and for other users. Let me know if there's anything else I can do for you my friends. 

[SunsetRunner]

Hi Maria,

I've tried it all, different network (even two different 4G personnel hotspots), all kinds of different Devices iOS, Windows, Android but the issue remains. The issue is while setting it up, I'm not able to get it added to my fitbit account at all.

Tyttis79

[Su_Per]

I am having this exact same issue. It's been 2 days of working on it, and my Ionic still will not sync to either my iphone (iOS 12.1.4) or my laptop (Windows 10). On the iphone, I'm receiving this error every time I enter the number from the Ionic:

On my laptop, the error message reads : "Trouble connecting to fitbit.com"

I've also had trouble logging in to the fitbit.com website the past couple days. Sometimes it won't let me in at all. It tells me that my username/password is invalid. When I select forgot password, it tells me that my username doesn't exist. Sometimes it lets me in, but then when I try to access my profile, all I get is a blank screen. I've tried every suggestion I've found including reloading the app, resetting my router, unlinking Bluetooth, shutting off devices, factory reset, setting up a new fitbit account, etc. Nothing works. My Ionic worked fine until a couple days ago and then it just stopped syncing in the middle of the day and hasn't worked since.

[SunsetRunner]

My watch were under warranty and I got a new one.

[Su_Per]

And suddenly, my watch started working again. No more error messages or connection problems. In fact, it's working better than it was before. I haven't done anything new either to fix it because I ran out of things to try, so I most medium suspect that the issue was on fitbit's end, and they just corrected it.

[YojanaFitbit]

Hi @SunsetRunner  and @Su_Per Thanks a million for posting here the issues that you were having with your Ionic and for the steps that you've done until now. Thanks for that picture @Su_Per. Sorry for the delay.

I'm glad to hear that you're back on track. Please feel free to get back to me in case that you have questions about your Fitbit Ionic or if you need anything else.

I'll be around. 

[kmurray105]

I've been having this issue for a few weeks now to no avail. I've had the Ionic since fall of 2017. Last month syncing became really slow and sometimes didn't happen. As part of troubleshooting, I removed the ionic from my profile and tried to reinstall it. Since then, I have been unable to install it either via my iPhone or Windows 10. I involved tech support via chat but still got nowhere.

iphone always gets stuck after I enter the 4 digit code. I've tried on multiple wifi networks and via cellular with the same result. Ultimately it says "something went wrong. There was an error while trying to pair your device. abort."

Windows 10 always gets stuck when I select "set up Ionic." It opens a window that says "Problem creating account. fitbit.com is unavailable. Please try again later."

It's particularly frustrating because I know it can be found on bluetooth and on wifi, so it is connecting to something, it's just not getting anywhere. I've been foolishly wearing it anyway without the ability to track the data, and over time the clock has changed and its now 7 minutes slow.  I don't have a lot of free time in my day to keep checking this, but i have tried at least 20 times over the last few weeks.

[Su_Per]

Exactly. Mine has crashed again and it is doing the exact same thing it was before. I'm going to try a different wifi hotspot. If that doesn't work, I'll call and see if they can send me a replacement. I've had this one only 4 months. Maybe there's a loose wifi antenna or something? Maybe I should just get a refund though. I'm not sure this is a good product, and a replacement may do the same thing down the road. Thanks for the info. Not too happy with fitbit right now since this seems to be a fairly common issue and they have zero solutions. These things aren't cheap. This broken, useless watch is a car payment.

[kmurray105]

I’m disappointed too. I’ve bought a lot of Fitbits over the years and my whole family is on them but I am seriously considering getting an Apple Watch given the lack of support here.