Ionic shows incorrect time and it's not syncing.

[DanO22060]

also wont sync

Moderator Edit: Clarified Subject.

[Rich_Laue]

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@DanO22060 wrote:

also wont sync

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That is why the time is off, time gets updated willwould you like help with your sync issue?

What type of device do you don't through?

[MarcoGFitbit]

Hello @DanO22060, I hope you're doing well, it's nice to see you around. It's great to see you too @Rich_Laue, I hope you're doing well. 

@DanO22060, I appreciate you have shared your experience with us, as @Rich_Laue mentioned, the reason your Ionic is not showing the correct time is because it's not syncing. Now, if you have already restarted your Ionic by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen and it's still not syncing, I would like to suggest you the following:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[MCMurMom]

I appreciate those steps, but they haven't helped sync my Ionic, and I've tried those (and other protocols) countless times in the last month. Just received a free replacement Ionic and it also won't download the new update. I'm soooo disappointed, I really miss my working Ionic! 

[DanO22060]

Ended up having to do a factory reset which I don’t like to do , but it corrected itself that way. Took way too long to fix and I had to reload all my music

[MarcoGFitbit]

Hello @MCMurMom, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you too @DanO22060, I hope you're doing well. 

@DanO22060, I appreciate you have taken the time to reply and let us know that after performing a factory reset on your Ionic is now working correctly, I'm very glad. 

@MCMurMom, thanks for sharing your experience and let us know you were sent a replacement. If you're having trouble updating it, please check these troubleshooting steps:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Make sure you have a strong WiFi signal and that there are no other Bluetooth devices around that might interfere with the setup process.
3. Restart your Ionic by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen, then try to set up again.
4. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
5. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet and try to set up the Ionic one more time. 

I hope this can be helpful, give it a try and let us know the outcome. 

[MCMurMom]

Hey Marco and Dan, 

I followed Marco's instructions and it still won't set up. This is the newly replaced Ionic, btw. I also tried the factory reset with the old Ionic that was replaced. I am really missing having my smartwatch so much!

[MCMurMom]

Here's my latest chat with Fitbit Support. Getting my 2nd free replacement. We'll see. 

Ronaldo (3/15/2019, 6:26:49 PM): Hi, My name is Ronaldo. How can I help you?
Me (3/15/2019, 6:27:49 PM): Hi Ronaldo. My last Ionic wouldn't sync. So I got a free replacement. And that won't set up. Possibly a problem with connecting with wifi (no problems with any other connection in the house)
Ronaldo (3/15/2019, 6:29:12 PM): I'm sorry to hear that your replacement Ionic is not connecting with your WiFi, I'll be glad to assist you. Can I have your email address associated with Fitbit?
xxxx

Ronaldo (3/15/2019, 6:30:18 PM): Thank you, let me pull up your account here.
Me (3/15/2019, 6:32:54 PM): It's a pretty lonng account, huh?!
Ronaldo (3/15/2019, 6:34:20 PM): Yes, upon checking I see that your Ionic synced 7 minutes ago and not connected to your WiFi.
Me (3/15/2019, 6:35:44 PM): That must have been when I started charging it before I called you.
Me (3/15/2019, 6:36:01 PM): Problem is, I can't get it to connect to my phone or my laptop
Ronaldo (3/15/2019, 6:36:02 PM): Alright, can you go and open your App on your phone?
Me (3/15/2019, 6:36:13 PM): open
Me (3/15/2019, 6:36:19 PM): showing me update available
Ronaldo (3/15/2019, 6:37:42 PM): Okay, kindly hit that update options and make sure that you're nearby your WiFi router.
Me (3/15/2019, 6:37:52 PM): one foot away from router
Me (3/15/2019, 6:38:11 PM): Ionic 4 inches from phone
Ronaldo (3/15/2019, 6:38:50 PM): Okay, let me know what happen as your click update tracker option.
Me (3/15/2019, 6:39:11 PM): processed, now says "not working?"
Ronaldo (3/15/2019, 6:39:36 PM): Please turn Off/On your Bluetooth.
Ronaldo (3/15/2019, 6:40:39 PM): Restart your Ionic by pressing the left and lower right buttons until you see the Fitbit Logo on the screen.
Me (3/15/2019, 6:41:00 PM): done
Ronaldo (3/15/2019, 6:41:21 PM): Let's go back to update tracker option.
Me (3/15/2019, 6:41:47 PM): tapping "try again"
Ronaldo (3/15/2019, 6:42:27 PM): Alright.
Me (3/15/2019, 6:42:44 PM): says it's connecting
Me (3/15/2019, 6:44:03 PM): still connecting
Ronaldo (3/15/2019, 6:44:13 PM): Alright, let's see.
Me (3/15/2019, 6:44:33 PM): Ionic isn't even showing up on bluetooth settings. I'm turning it off and on again.
Me (3/15/2019, 6:46:02 PM): Still now showing up. I am so sick of trying to make this work. I received a free replacement last week and that's not working either. I have no connection issues in my home other than with Fitbit. What can you do to correct this?
Me (3/15/2019, 6:46:42 PM): Still NOT showing up
Me (3/15/2019, 6:46:59 PM): I also have no connection issues with my phone other than this.
Ronaldo (3/15/2019, 6:47:02 PM): Okay,I'm sorry for the inconvenience, let me check other information here.
Me (3/15/2019, 6:47:27 PM): You can see that I've called and chatted a out 5 times already. Also have gone oto the Help Community
Me (3/15/2019, 6:47:34 PM): about 5 times
Ronaldo (3/15/2019, 6:50:13 PM): Yes, i do appreciate the effort you did, by the way have you gone through in entering your WiFi name and password?
Me (3/15/2019, 6:50:54 PM): I have tried that many times before but this time the process didn't even get that far.
Ronaldo (3/15/2019, 6:51:20 PM): I see, that's the reason why, can you go to your Bluetooth settings please.
Me (3/15/2019, 6:51:38 PM): there
Ronaldo (3/15/2019, 6:52:29 PM): Is Ionic connected to Bluetooh
Ronaldo (3/15/2019, 6:52:43 PM): Bluetooth?
Me (3/15/2019, 6:52:48 PM): No. I told you above, it's not even showing up as an option
Me (3/15/2019, 6:53:04 PM): I've turned it off and on several times
Ronaldo (3/15/2019, 6:53:44 PM): Fitbit Ionic is not connected to your Bluetooth settings?
Me (3/15/2019, 6:54:23 PM): rIGHT. Not even an option.
Ronaldo (3/15/2019, 6:55:55 PM): Okay, let try to set up device again.
Me (3/15/2019, 6:56:03 PM): turning off bluetooth on my phone, resetting ionic, turning on bluetooth again
Me (3/15/2019, 6:56:38 PM): still no ionic showing up
Me (3/15/2019, 6:56:57 PM): Maybe my phone already knows it's not going to work!!
Ronaldo (3/15/2019, 6:57:18 PM): May I know the model of your mobile device?
Me (3/15/2019, 6:57:32 PM): LG G6
Me (3/15/2019, 6:57:58 PM): I'd be happy to try it on my Dell Inspiron Laptop, but I've done that several times and it also hasn't worked.
Ronaldo (3/15/2019, 7:00:00 PM): I see, do you have built-in Bluetooth on your Dell Laptop?
Me (3/15/2019, 7:00:10 PM): Yup
Me (3/15/2019, 7:00:53 PM): Ronaldo I can pretty much guarantee this isn't going to work. What will Fitbit do for me?? Send me a new replacement? Refund?
Ronaldo (3/15/2019, 7:04:03 PM): I'm sorry to hear that it's not working, upon checking your account we noticed that it was purchased last July of 2018, regarding about refund we can only process refund if device was purchase within 45 days.
Me (3/15/2019, 7:06:15 PM): OK, so what can you do for me?
Me (3/15/2019, 7:06:29 PM): What are the possibilities for why it's suddenly not working?
Me (3/15/2019, 7:06:35 PM): As soon as the update was introduced?!
Me (3/15/2019, 7:06:44 PM): Did the update make my phone incompatible?
Ronaldo (3/15/2019, 7:08:00 PM): Not necessary, that's why we need to check other possible resolutions here.
Me (3/15/2019, 7:17:24 PM): You still there Ronaldo?
Ronaldo (3/15/2019, 7:18:04 PM): Yes, where still working on this case.
Me (3/15/2019, 7:19:03 PM): K, thx
Ronaldo (3/15/2019, 7:19:25 PM): Alright, have you also tried restarting your WiFi?
Me (3/15/2019, 7:19:34 PM): Yes, tried that last time.
Ronaldo (3/15/2019, 7:21:40 PM): Upon reviewing the account here, I see that one thing that we're able to complete the Firmware update is your Ionic is not yet connected to your WiFi connection.
Me (3/15/2019, 7:23:04 PM): OK. What does that mean we should do?
Ronaldo (3/15/2019, 7:23:38 PM): Alright let's try to do the Set Up, is there any other Fitbit device nearby?
Me (3/15/2019, 7:23:49 PM): Nope
Ronaldo (3/15/2019, 7:24:54 PM): Alright, let's try to log out on your Fitbit Account and restart your phone.
Me (3/15/2019, 7:27:47 PM): restarting
Ronaldo (3/15/2019, 7:28:01 PM): Okay.
Me (3/15/2019, 7:28:46 PM): open app?
Ronaldo (3/15/2019, 7:29:12 PM): Yes, then click the icon the looks like a credit card.
Me (3/15/2019, 7:30:18 PM): Yup. Set up device?
Ronaldo (3/15/2019, 7:31:07 PM): Yes, then choose Ionic.
Me (3/15/2019, 7:31:53 PM): Connecting
Ronaldo (3/15/2019, 7:32:21 PM): Alright, do you have other mobile device nearby?
Me (3/15/2019, 7:32:41 PM): Hey, got a step further this round! But my bet is I won't get past step 1 of the update. No other mobile device nearby. Laptop bluetooth is off.
Me (3/15/2019, 7:33:15 PM): linking to wifi
Ronaldo (3/15/2019, 7:33:28 PM): Okay, I was able to check that your Ionic is starting to paired.
Me (3/15/2019, 7:33:31 PM): setting up
Me (3/15/2019, 7:33:49 PM): step 1 of 3... if I get to step 2 it's better than usual ...
Ronaldo (3/15/2019, 7:34:03 PM): Perfect. we're getting somewhere now here.
Me (3/15/2019, 7:34:15 PM): oof. Failed.
Ronaldo (3/15/2019, 7:34:34 PM): Any error message?
Me (3/15/2019, 7:34:54 PM): Update Failed, 3 tips to getting back on, all of which we've tried.
Ronaldo (3/15/2019, 7:36:02 PM): Have you gone to the steps where you requested to enter your WiFi's name and password?
Me (3/15/2019, 7:36:26 PM): yes
Me (3/15/2019, 7:36:39 PM): trying again
Me (3/15/2019, 7:36:42 PM): step 1 of 3
Ronaldo (3/15/2019, 7:36:51 PM): Your're now on step 2?
Me (3/15/2019, 7:36:57 PM): Nope, 1
Me (3/15/2019, 7:37:16 PM): Failed again
Me (3/15/2019, 7:37:25 PM): Please let's not try any jmore! It's ridiculous.
Ronaldo (3/15/2019, 7:38:25 PM): Do you have the option to cancel WiFi set up?
Me (3/15/2019, 7:39:07 PM): I've been going through Bluetooth and have the option to switch to wifi
Ronaldo (3/15/2019, 7:39:48 PM): Okay how about switching to Bluetooth set up?
Me (3/15/2019, 7:40:23 PM): That's what I've been doing. Switch to Wifi?
Ronaldo (3/15/2019, 7:40:50 PM): I mean from WiFi switch to Bluetooth.
Me (3/15/2019, 7:41:06 PM): I've been doing bluetooth.
Me (3/15/2019, 7:41:13 PM): That's why it's offering me switch to wifi
Ronaldo (3/15/2019, 7:42:03 PM): Alright, I do appreciate the effort you did, I'll be checking with one of our support for your replacement options.
Me (3/15/2019, 7:42:18 PM): Thank you so much.
Ronaldo (3/15/2019, 7:43:08 PM): Lastly, have you also tried the factory Reset by pressing all 3 buttons together.
Me (3/15/2019, 7:46:31 PM): tried that on my last Ionic
Ronaldo (3/15/2019, 7:46:47 PM): How about on this replacement?
Me (3/15/2019, 7:49:36 PM): no
Ronaldo (3/15/2019, 7:50:25 PM): Can we try to do the Factory reset on this Ionic?
Me (3/15/2019, 7:51:25 PM): yes
Me (3/15/2019, 7:51:27 PM): doing it now
Me (3/15/2019, 7:51:52 PM): pressed all three buttons and held until fitbit sign came up
Ronaldo (3/15/2019, 7:51:55 PM): Thanks, let's see if that options will work.
Me (3/15/2019, 7:52:23 PM): also restarting phone
Ronaldo (3/15/2019, 7:52:25 PM): Yes, then you will feel it buzzes then release the left and the upper buttons.
Me (3/15/2019, 7:56:07 PM): wait, held it for about a minute and felt no buzzing
Ronaldo (3/15/2019, 7:56:45 PM): No buzz after you see the Fitbit Logo disappearing?
Me (3/15/2019, 8:00:48 PM): nope
Ronaldo (3/15/2019, 8:02:20 PM): Alright, since you we're not able to complete the Factory Reset, I'll send an email with your replacement options.
Me (3/15/2019, 8:02:48 PM): thank you
Ronaldo (3/15/2019, 8:03:35 PM): Welcome, please check if you received an email.
Me (3/15/2019, 8:08:24 PM): got it, thanks
Ronaldo (3/15/2019, 8:08:39 PM): Will there be anything else for today?
Ronaldo (3/15/2019, 8:09:01 PM): ;;
Me (3/15/2019, 8:09:14 PM): Nope, thanks for trying.
Ronaldo (3/15/2019, 8:09:19 PM): By the way, after our chat you will receive a brief survey. Any feedback you'd like to provide would be most appreciated, and will help us refine our Support processes.