Ionic won't sync

[mrpmickerbell]

when i had the blaze great watch never had any problems ..but was not water proof ...

so i got a ionic ......what rubbish !!!!!!

when i got my first one worked great for 4-5 weeks but then stopped syncing ( went through the step by step info , turn phone /turn off blue tooth / try on another devices ...no good so took watch back to john lewis and got a new one.

WATCH 2

set up my watch as i did the blaze and ionic all works well .......FOR 2 WEEKS  then it stops syncing , so i go through the step by step and it still wont sync  ........ TOOK WATCH BACK 

WATCH 3 

i have had this watch since 2nd june and its just started doing the same 

HELP !!!!!!!!!!!!!!!!!!!!!! 

Moderator edit: updated subject for clarity

[PhilT21]

Agreed!

Sent from my iPhone

[Genesis87]

How did you get a hold of support, because I too have gone through different phones, the computer, uninstall & reinstall? It got most of the way through updates ONCE but didn't complete, so now the watch is useless to me.

[PhilT21]

I had to wait on hold for about 50 minutes. I called on my headset and worked while on hold. It was a war or attrition but eventually I got someone to walk me through their scripted troubleshooting flow. When all sets were exhausted, I had to wait another 10 minutes while the tech talked to her “supervisor” before she referred me to the warranty folks.

Carve out a chuck of time and bring a good book!

Good luck!

Sent from my iPhone

[Genesis87]

Great.... Thanks for the rapid reply.

[mzzwolf]

I did a chat with them on their support page.

[PhilT21]

Great! I hope you got the assistance you needed or a replacement device.

Sent from my iPhone

[Caroline1936]

My Ionic is just weeks old, and it will not sync.  Everyday, same thing, won't sync.  Turn my Android phone off and on, bluetooth turns off and stays off and I don't try to sync it every 15 minutes.  I love the watch, I can't use the app because it won't sync, I lose data, making what it reports rubbish.  Did you send your Ionic back or return  it?  Caroline

[PhilT21]

I bought my Ionic directly from Fitbit. If you did too, you have to go through the help desk. The help desk technician needs to exhaust all troubleshooting steps before Fitbit will send you a replacement.

Be ready to wait for a while, I was on hold for a long time before I talked with a tech.

Good luck!

Sent from my iPhone

[Genesis87]

I live in Japan, so I need to contact fitbit first via phone (the time
zone difference makes it difficult) before I can send it anywhere.
Hopefully you can get through faster. If it's weekes old, and so many are
having this issue, maybe you can exchange it for another model; either
through them or the store.

[Caroline1936]

Thank you. I really appreciate your comments. I'll do exactly what you
said.

[Arlyne]

Mine started working again after a few days. I had to uninstall the app and then when I went to reinstall it there was some issue which they supposedly knew about it and were working on so I couldn’t even reinstall the app and I kept trying a couple times a day and then finally it worked and mine has been fine since then.

Good luck!

Sent from my iPhone

[Arlyne]

Thanks. I had to uninstall the app per their instructions and then it would not reinstall which was supposedly a problem they were working on. After a few days went by and several attempts to reinstall the app it finally worked and I’ve had no problem since.

Sent from my iPhone

[Genesis87]

Thank you, but the refusal to update has been for quite some time. I
finally got around to reording a dongle so I can do it via computer, and
that's where the partial update that crashed everything came from. I've
retired it a few times over the laat month, but no difference despite
sitting, untouched, at my desktop for hours.

[RicardoFitbit]

Hello guys, I'm happy to continue providing assistance with your Ionic difficulties, my apologies for the delay in responding. It's nice to see each of you posting again, welcome back @PhilT21 @kat.u @Genesis87 @mzzwolf @Caroline1936 @Arlyne. My apologies for the delay in responding.

Sorry for the inconveniences some of you experienced with the Fitbit products, I want to thank all of you for the time you took to share your thoughts with us. I assure you that we take in consideration all the feedback our users provide here in the Community Forums. Rest assured, we are always working to improve our products and services.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team. The warranty is 1 year from the date of purchase, except if you reside in the European Economic Area (EEA) and you purchased your Fitbit product in the EEA as well, in this case the warranty period is 2 years from the date of purchase. 

@Arlyne I'm happy to know that your syncing concern was resolved, thank you for sharing some suggestions for other users that are experiencing the same. Don't hesitate to contact me back if you need anything else.

See you around.

[Demonic]

Hello @RicardoFitbit 

Could you explain the difference between sync and the Ionic being connected to the app?

I can, and regularly do, have a situation where my app is showing live data from my fitbit Ionic.  Live heart rate, live step count etc. yet if I try to sync it fails and shows that it hasn't synced for a number of hours.  Surely if the phone app is showing live data it has an active connection.  So why won't it sync?  I'll even get the bluetooth issues warning pop up while the connection icon (above the battery icon) is green.

Also, a lot of the time in order to establish a connection I have to restart both the phone and the Ionic.  Restarting either will not fix it, only restarting both works.

Not having a reliable connection between the two renders things like the notifications useless.  I can't remember the last time my Ionic told me that I had received an email or a text message despite the settings being correct.  It's a useful feature but not if it's so unreliable.

I have lots of bluetooth devices that I use regularly (car connection, heart rate chest straps, Zwift etc) and none of these have the issues that my Ionic does.  I may be wrong but to me that suggests that the Ionic is at fault.

I love the design and I love the Fitbit functionality in general, so much so that when my first one failed I bought another whilst waiting for a replacement under warranty.  I simply didn't want to be without it.

But, and I have to be honest here, the component quality and/or software design around the connection is really sub-par.  I'm on my 4th Ionic in just under six months.  Two are still working but of those only one is working without issues.  That's a 25% success rate or, more appropriately, a 75% failure rate.

I really hope that Fitbit are working actively to improve the quality of their products as I really do like them.  Anyhow, I am sorry to say that my current Ionic (a warranty replacement) will be going back for exchange as I simply can't put up with it's unrelaible connection.

[mzzwolf]

I got a replacement. So far so good.

[PhilT21]

Great!

Sent from my iPhone

[shibbed]

I’m on my third replacement Ionic, I’ve had four in total in just over a year and a half. My first just wouldn’t sync, constantly rebooting the progress line when attempting to log my steps/exercises/sleep etc I went through all the troubleshooting daily just to get it to connect. Spoke with Fitbit and was sent a replacement.

This was my first replacement (2nd Ionic), it even stated it was a ‘Replacement Ionic’ on the packaging so I knew Fitbit we’re actively trying to make things right, and it worked amazingly, synced whenever I wanted, no issues whatsoever, I felt like I finally had my money’s worth. Until a week ago Saturday it became slow, a second on the watch would last 1.5 to 2 seconds, it wouldn’t sync to my phone, the battery would drain over 50% in a few hours and the interface was extremely slow, I was absolutely gutted. I contacted Fitbit with the issues hoping for there to be a fix, unfortunately not, no troubleshooting would work.

I was then sent my second replacement (3rd Ionic) last Tuesday, I believe. The packaging didn’t state it was a replacement model, it came in standard Fitbit  with “2017©“ on the back. I didn’t think too much into it until I tried to set it up to my phone, downloading and installing the ionic firmware update took a while as it kept failing to install, when I did finally manage  to get it to connect to my phone I was stuck with the looping syncing bar, where it would get half way and restart, ‘failed to sync device’ and ‘looking’, lo and behold it’s the exact same issue as my first Ionic. I contacted Fitbit and was asked to try all troubleshooting, which I had already attempted (I know the troubleshooting like the back of my hand), this didn’t work, I was asked to attempt to sync manually throughout the next day and get in touch had the issue not resolved itself. It did not. I got in touch and a third replacement was sent (4th ionic). I got that today, same packaging as the 3rd Ionic (second replacement) and the exact same issues. Contacted them straight away and now it’s been passed to a higher team.

Before anyone says it’s my phone, it’s not, I have a iPhone 7+, I’ve tried all the faulty ones on my girlfriends Android and now her new iPhone XR, with the exact same results.

I’m annoyed because I can’t get a refund from the retailer as the first Ionic was bought January last year, so now I’m stuck with watches that don’t work. £300ish well spent...

I apologise for the rant, but this is ridiculous 

Editado por moderador: formato.

[pkeady]

It's the firmware.  They broke the Ionic with their last release for a LOT of people.  The sync no longer works.  They wouldn't admit to it until after they had me buy a new device the FitBit Versa.  Now I am told my old Ionic should work when they finally roll out the new Firmware fix....

[shibbed]

They don’t care as long as they get paid. It’s never their fault in their eyes. They know they’ve sold faulty products and are just happy to make you jump through hoops until they release a patch that might fix it