Ionic won't sync

[Anicho]

A few weeks ago my app stopped sync on my phone. I have followed all the standard steps and deleted the app, reinstalled it, turned off/on the bluetooth app. It seems to sync after I do this but does not stay in the app when you look at it the next day. Also, on my dashboard, online it says I've not sync the app since May 14th. Can someone please help?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hey @Anicho thank you for bringing this to my attention, let me give you a hand with your device and a warm welcome to our Community Forums!

Seems odd that your device suddenly experienced difficulties with the syncing process, thanks for troubleshooting your device prior posting. To better assist you, can you please let me know which mobile device you're currently using? Also, if you haven't already done so, I recommend you to try the troubleshooting steps from our help article: Why won't my Fitbit device sync? and let me know how it goes. If by any chance you still experience syncing difficulties after trying the troubleshooting steps from the previously mentioned article, try with another compatible mobile device or your computer. 

I'll be here if you need further assistance, let me know if you have any additional questions. 

[Anicho]

Hi Ricardo,

I already tried the trouble shooting steps you sent and it still didn't work. I'm using an iphone 8, the same phone I've been using the whole time I've owned my fitbit. I also tried to sync with my computer and it still didn't work. The strange thing is when I open the app and sync, it syncs, everything updates but then when I leave the app I get an error message on my phone saying on one more more of the apps on fitbit didn't update. I then go back into the app and all my data has gone again. I need to redo the whole process again. None of the data is in the app for the last few weeks but prior to this problem the data is there. Does this make sense? What do you suggest I do from now?

Thanks

Angie

[RicardoFitbit]

Thanks for your reply and update @Anicho I'm happy to continue helping you with this situation. My apologies for the delay in responding your post.

Certainly, this is not a common situation nor the way our Ionic and syncing process were designed. I'd like to appreciate your brief explanation and all the details that were provided, this totally makes sense, however, I'm not very familiar with this matter so I'd like to gather more information to better assist you. That said, can you please let me know when was the first time this was experienced? Also, are you able to see the data that "was" synchronized but on Fitbit.com online dashboard in your computer? What I'm trying to figure is if the root cause is in your Fitbit app or your account. As a work around, please try the following steps:

1. Uninstall the Fitbit app
2. Reboot your mobile device
3. Reinstall the Fitbit app
4. Restart your Ionic device and then try again to sync it

Looking forward to your reply, let me know if you have any additional questions.

[Anicho]

Hi,

I only noticed it a few weeks ago but when I look on the fitbit app on my computer and phone it says the last day it was sync was 13th May. I have followed all your steps below and it appears to still not be sync on my phone or computer at all now. The last few weeks I've been able to sync (in part), once I leave the app I get an error message "we were unable to update/install one or more apps. Please try again". I then go back into the phone and all the data has gone and the same thing happens again. Now I'm not even getting this issue, nothing is syncing. The little arrows at turning but nothing is updating. What should I do now?

Thanks

[Anicho]

Hi,

Just following this up again. Do you have any suggestions about what I should do to fix this problem?

Thanks

Angie

[RicardoFitbit]

I appreciate your reply @Anicho, my apologies for the delay in responding your post. 

Thanks for taking in consideration the previous information that was posted, your effort and patience are appreciated. That said, please make sure that there's no other Bluetooth device connected to your phone or nearby and follow the below steps. Some of them you already tried but the order specified is really important:

1. Restart your Ionic.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone)
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the your mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Ionic as a new device.

Keep me posted.

[Anicho]

Hi,

I followed your steps exactly and I'm now not able to set the fitbit up as a new device. It won't register. What should I do next? 

Thanks

Angie

[MikeR417]

Angie,

Try unpairing the watch within the app.  Then go to the BT settings and unpair the watch.  Go to the app settings on the phone and do a force stop. Clear the cache and the memory.  Reboot the watch (left and lower right button held down untill logo appears). Reboot the phone.  Once it reboots go to BT and pair the watch. Next pair the watch in the app by setting it up as a new device.  The watch should be paired in BT before setting it up in the app.

Hopefully this should work.

Mike

[RicardoFitbit]

Hello! It's a pleasure to continue providing assistance. It's nice to see you again participating here in the Community Forums @MikeR417. Thanks for your reply and update @Anicho.  

@Anicho Seems odd that now you're unable to setup your Fitbit prior following the previous troubleshooting steps. I recommend you to check all the details that are specified here to see if all the applicable requirements to setup your device are correctly configured. Then, move to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes.

@MikeR417 I appreciate your post and all the details that were shared, I'm sure that the information that was posted will be helpful for other users that are experiencing similar difficulties. Don't hesitate to contact me back if you need anything else or have additional questions for me to answer. 

See you around.

[Anicho]

Hi,

Yes I still can't set it up as a new device, it still wont register. I checked the steps exactly. What do I do now?

Thanks

Angie

[RicardoFitbit]

Thanks for your reply and update @Anicho, it's a pleasure to continue assisting you.

Thank you for confirming that my previous post was took in consideration. To better assist you, can you please let me know which mobile device you're currently using? It's not normal that even after trying the above troubleshooting steps you're still experiencing syncing difficulties. Just if you have access to another compatible device, have you tried with a different mobile device? Perhaps borrowing another phone or tablet from a friend, so this way I can determine if this syncing situation is being affected by your account or your mobile device as itself. 

Looking forward to your reply, please keep me posted. Your patience is appreciated. 

[Anicho]

Hi, 

So I've tried your suggestion on a new phone. I'm currently using an iphone 8 and tried it on an iphone 7. The same problem happened and it won't pick up the blue tooth. I have a small memory of the blue tooth never working when I originally set it up but I don't remember how I did it of that never worked? What should I do now?

I'm very disappointed that it's only been just over a year and now I'm having problems with my fitbit, after spending so much money on it.

Thanks for your help.

Angie

[MikeR417]

Angie,

Hmmm. I trust that you tried my suggestion more than once. It worked for my when I tried repairing the phone first and then pairing in the app.

One other thing to try. After unpairing the watch delete the watch in the app, then erase the memory and the cache, reboot the watch and the phone.  Then pair the watch in the BT phone app (make sure all other BT devices are not on - so the watch has priority), and set up the watch again in the app.

If that does not work it may be an issue that can be solved with third party app.  In the Google play store there is an app called Bluetooth Auto Connect.  There may be a version in the Apple store.  In it it you can set the priority of devices to pair, and set the conditions to repair devices and keep them paired.  It solved a few issues for competing devices.  The Android phone BT app seems to prioritize connections differently.

Mike

[MikeR417]

And a disclaimer to my previous post.  I have no financial or quid pro quo arrangement with the app I mentioned. 

Mike

[RicardoFitbit]

Hello guys, it's a pleasure to continue providing assistance, sorry for the delay in responding. Thanks for your replies and updates @Anicho @MikeR417.

@Anicho Thanks for trying with different mobile devices, your patience with this situation is appreciated. That said, I recommend you to make sure that there's no other Bluetooth device connected to your phone or nearby. (Headphones, keyboards, etc.), then, please follow the below steps. I'm aware that some of them were already tried but the specific order is important:

1. Restart your Ionic.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Ionic as a new device.

Please keep me posted, I'll be waiting for your reply if you need further assistance. 

@MikeR417 I appreciate all the information that was shared, your willingness to help is greatly appreciated. Don't hesitate to contact me back if you have any additional questions or if you require further assistance. 

I'll be around.