Ionic won't sync or setup with LG G6

[KellieDawn]

Got Ionic for Christmas. Connected to bluetooth, and it got stuck at the 4 digit code. I searched around, and followed all of the steps on the forums: factory reset Ionic, turned off/on bluetooth, unpaired everything else. Finally got it set up with no further issue. For the first day, it was great.

The next day, I checked the app to see my exercise stats after a workout. And it wouldn't sync, even though I had it on all day sync. In fact, it hadn't synced since earlier that morning when I'd opened the app to look at my sleep stats. So I troubleshooted again and turned off and on my bluetooth, restarted the watch, restarted my phone, etc. Finally synced.

The next day, again I had to restart everything just to sync. Now this is getting ridiculous. I shouldn't have to restart everything just to sync. And forget customer service. Last time I called them with an issue, their suggestion was "buy a new phone" because my LG G6 isn't a "compatible device." 

And now today, my usual ridiculous steps to sync weren't enough. I stopped/started bluetooth and Ionic multiple times. Restarted the watch and the phone. Nothing. So, I grit my teeth and followed the troubleshooting in the forums, and factory reset the Ionic. Then I had to restart my phone and bluetooth again just to get past the 4 digit code, and now it's stuck on the firmware update. Just stuck. I'm so frustrated, I wish I hadn't gotten the watch. And I have zero faith in Fitbit to even care that I'm having a problem. I don't expect them to do anything other than link to a bunch of steps that I've already taken but should not have to take just to use their product. I had already said after their awful customer service with my Charge 2 that I would never buy another fitbit product again, and since this was given to me, I've stayed true to that. At this point, I'm writing all of this in hopes that someone who is considering buying the Ionic will rethink and go with a different watch.

Now my Ionic is just staring up at me with the Fitbit logo and my app is just a blank screen with the red circle spinning around in the middle. I can't go backwards or forwards now. If I can manage to stop everything, I'm just going back to my Charge 2 until Fitbit resolves the bluetooth issues that are clearly present in the Ionic. In the meantime, please don't buy this product, and if you do, be sure you have one of the "compatible" devices or don't bother calling customer service.

Moderator Edit: Format

[SantiR]

@KellieDawn Welcome to the Fitbit family! Thanks for taking the time to post all of the details regarding the experience you have had with Ionic so far. Thanks for trying all of those troubleshooting steps in order to sort this out and for contacting customer support in the past.

I believe this could be happening as a result of your watch not having the latest Fitbit OS version. Please try all of the steps shown on this helpful article. Try them in the order given for best results.

If those steps don't work, please do let me know and I will be reaching out to customer support myself to provide the most help for you.

Keep me posted! 

[KellieDawn]

I started from scratch: unpaired everything, turned off bluetooth, factory reset my watch, restarted my phone, turned bluetooth back on, began the pairing process again. An hour later, it's up, running, updated, synced. But we'll see whether it'll sync tomorrow...

The point isn't whether or not the steps work, the point is that I should not have to take these steps every time I want to sync my watch.

[SantiR]

@KellieDawn Thanks for your reply and for trying all of those steps in order to sort this out. I'm glad it finally synced after doing that. Hopefully, it will continue to sync correctly.

Did it continued to sync? Please let me know if it continues to sync or if it stops syncing again. This way, I can help you further. 

Keep me posted! 

[KellieDawn]

Synced this morning, but now it won't. I've restarted my Bluetooth three times now and still nothing. I refuse to unpair it and pair it again. That took an hour of my life.

[SantiR]

@KellieDawn Thanks for your reply and for sharing those details.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox for next steps.

Keep me posted!