Ionic syncing issue with Samsung J5

[NeilBourhill1]

Over the last few day's my Fitbit Ionic will not connect by bluetooth to my Samsung J5. All the other devices that are connected on my phone by bluetooth are ok. When I search by bluetooth for the Iconic my phone does not find it.  I have tried switching off my phone, Iconic and on again and that does not work. Can anyone help?

Moderator Edit: Clarified subject

[Studpuppy]

last sync 12hrs ago. Have gone thru a couple restarts of both devices and blue tooth to no avail

[Studpuppy]

tried without success to sync to my tablet. I was getting ready todo a factory reset. Before I did that I thought I would charge my watch, power at approx  (56%). After the phone and the watch laid on a charger next to each other for approx 45 min they had synced. Patience paid off but still agrevating

[RicardoFitbit]

Hello @NeilBourhill1, welcome to the Community Forums.

First, I appreciate your effort and patience for troubleshooting this situation before posting over here, I totally understand how frustrating this matter can be for you. If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your Samsung Galaxy J5 that's preventing the syncing procedure to be completed.

Then, you can move forward and try the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

@Studpuppy Thanks for the helpful information that was shared in your post, I'm happy to know that your issue was solved after trying some troubleshooting steps, your effort and patience are also appreciated. If you experience this issue again, please try the steps that were shared above and let me know if the issue persists.

I'll be around.

[NeilBourhill1]

Hello and thank you for your reply.

This is the first Fitbit that I have owned and had it for a month off
trouble free use until now!

I have tried two off the suggestion that you sent me with no success.
Firstly Bluetooth pairing with my phone. It is sometimes available for
pairing but when you press the icon it tries to connect but fails.

Wi-Fi connection.
The Fitbit App / my account / Ionic / Wi-Fi settings setup. Press that and
nothing happens?

Thanks
Neil.

[RicardoFitbit]

You're welcome @NeilBourhill1, your reply is also appreciated.

Thanks for letting us know about this issue and for trying the troubleshooting steps that were shared in my previous post. Let me share with you that here at Fitbit we are aware of the syncing issue that's affecting our users, currently working to resolve it and hope to have a fix pretty soon. Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution.

We're sorry for any trouble, appreciate your patience and look forward to getting you back on track as soon as possible.

Please let us know if there's anything I can do to assist you in the meantime.

[Studpuppy]

I have an unfortunate update. After an initial sync my Ionic and phone again stopped talking. After again going thru all the suggestions I decided to do a factory reset via the ionic menu. Ionic at approx 90+% reset I get a blank screen. Attempt the turn on steps to no avail, let it charge overnight and try again to no avail. Tech support in the morning are polite but all they can do is walk me thru the steps I already completed. Final word from tech support (Kimberly) was that I need to await an email. Love my ionic even with the pains of uploading music

[RicardoFitbit]

Your update is appreciated @Studpuppy.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated. Keep in mind that we do not recommend our users to perform a factory reset without instructed by a Community Forums moderator or a customer service representative.

Since you already received assistance from our Customer Support team, I recommend you to keep an eye on your email inbox and spam folders because they'll be in touch with you soon.

Don't hesitate to ask me any additional questions.

[NeilBourhill1]

Hello Ricardo Yes I have an update to install but:I can't keep my Fitbit and the App up to date as they are not connecting with each other. Or the Wi-Fi.As I mentioned I have only had it for a month.A frustrated Fitbit Ionic owner.ThanksNeil.Neil BourhillRoslinScotland. 

[Martinboucher]

Hi Neil

My ionic won't sync snymore either. Im waiting fir a fix but as it wont pair to my phone anymore I doubt itll ever work again.

[NeilBourhill1]

Hello Ricardo 

After my reply to yourself on Wedensday / Thursday.

Do you have any other advice on how to resolve my problem?

As I mentioned I can't keep my Fitbit device and app up-to-date to ensure that I receive the quickest resolution.

Because they are not connecting to each other

Thanks

Neil.

Neil.

[Studpuppy]

I understand that the FitBit team is busy, how long should I expect to wait
for a response to my dead Ionic?

--
Dave