Multiple trackers paired when using Ionic

[Meldrewman]

I have three Fitbit trackers connected to my app - Charge, Blaze and Ionic - which I use in differing circumstances.

I have been using the Ionic since Christmas and, this week it began to have issues syncing - it would constantly disappear from (then reappear in) my iPhone 7's settings and keep flashing beiween Looking/Disconnected/Looking on the Fitbit app.

I tried "Forgetting" in iPhone settings, "Remove Device" in the Fitbit app, restarting the Ionic - nothing worked for ages until it suddenly decided to allow itself to be found!

For most of a day, it mostly performed OK and then, again, began the same behaviour.

After a fruitless exchange of emails Fitbit Support have told me to remove my Blaze from iPhone settings and the Fitbit app and, when I referred them to the help page  ... 

"Can I use more than one Fitbit device with the same account?"

.... I was told "In regard to the article you sent us, we apologize for the information provided there does not apply for the Ionic at this moment, since this is an issue our team is aware of and currently investigating. In the mean time, we advise you to remove the Blaze from the account and check the behavior of the Ionic regarding syncing."

So we appear to be Beta testing a flawed product and Fitbit seemingly have no solution at present, leaving me with a "resolution" that I can't use my Blaze if I want to continue using my Ionic!

Does anyone else have this issue, please? I ask because I still suspect that my Ionic has a fault and hearing of any of you with the problem will assist in any further contact with Fitbit support.

Moderator edit: edited title for clarity

[Meldrewman]

UPDATE ...

Fitbit support's latest idea is for me to remove the Ionic and Blaze from my iPhone and syncing it to the Bluetooth of another device!

[SunsetRunner]

Due to my ongoing music syncing issues with my Ionic, I often revert back to my Charge HR 2 while I wait for my playlist to hopefully take.  I have been able to use 2 Fitbits connected at the same time with no issues on an IPhone 5s.

[Meldrewman]

Hi Andy,

Thanks for contributing ,,,

I have run the Ionic, Blaze and Charge - and an Aria 2 - on the same app since December and the problem started this week.

The muddled responses I've received from Fitbit are very disappointing given their usual standard.

[Meldrewman]

Here's Fitbit's latest response. If it helps anyone by saving them wqsting time trying fixes which don't work, all the better.

"We would like to clarify that the issue we are currently investigating is for when the Ionic is paired to the account along with any other tracker. In these cases, there is not an issue with the Ionic itself, but with the interference caused by the two devices being paired to the same account. 

However, on your previous email, you stated that you strongly believe this is not the case and there is an issue with the Ionic itself. For this reason, we gave you the option to continue troubleshooting by syncing through a different device after removing the Blaze from the account. By doing this, you could get to the source of the issue. 

The option to sync through a different device was given to try it out for one time. This way, you could, as stated above, determinate if the issue is with the Ionic or with the interference with the Blaze. 

Also, we'd like to say that this is indeed an issue under investigation. Nevertheless, it doesn't mean it will happen in every scenario where there are two or more trackers paired to the same account, but may happen in some cases due to the similarity between Bluetooth devices. 

Even though we are not sure why the issue just showed up now after a few weeks of usage, since you stated in a previous interaction that by disconnecting the Blaze, the Ionic was able to connect, we think the interference may be there and may be solved by removing the Blaze. 

We'd like to apologize for the information in the article again and will do our best to correct it as soon as possible."

[Meldrewman]

The latest position ...

After a series of troubleshooting emails (some repeating the same suggestions) I received an email last night suggesting a Factory Reset.

I carried out this laborious process last night and today, after a morning of activity, the Ionic again refuses to sync and I have "lost" 3000+ steps.

I have now reverted to my Blaze abd written to Fitbit asking for a replacement ... we'll see!

[Meldrewman]

Latest ...

Fitibit's response was, from somebody who appears to have been too lazy to read the history of the problem, to carry out a Factory Reset! I responded ...

"This is REALLY beginning to annoy me!

Would it not be useful if you read the history of this problem before responding to me?

On 28th January at 18:42 I received an email from “Daniel HG and the Fitbit Team” having me carry out a factory reset.

I carried out this process, the Ionic worked for a few hours and then stopped syncing again - as explained in my last email to you!

During this process both the Blaze and The Charge HR had been removed from the account - they’re only on the account now I’m using them BECAUSE THE IONIC DOESN”T WORK.

PLEASE - no more repeated requests to carry out fixes which don’t work!!!

Regards,

Dave

PS. I already know about the issue with the Ionic’s incompatibility with other devices - your colleague told me that days ago."

I rang the number given me by Argos UK (from whom I purchased the Fitbit) a few minutes ago and, after reading the email exchanges, they told me the matter would have to be escalated to have the steps I have taken reviewed.

I guess Fitbit have substantial syncing problems with the Ionic which makes them reluctant to replace tem.

[Meldrewman]

I received this email last night ...

"We're sorry to hear about your negative experience with the Ionic. We'd also like to apologize for the delay in our response.

Your case has been escalated to Fitbit's highest tier of support at our headquarters in San Francisco.

We reviewed your case and can confirm the setup and syncing issue you're having with the Ionic when being used with other trackers is one that our engineers are aware of. This appears to be affecting other users as well and they're actively working to resolve it. For the time being — we ask users to attempt the following workaround:

- Remove all other trackers from your account and iPhone's Bluetooth settings.
- Toggle the Bluetooth on and off before setup/syncing the Ionic"

So clearly a problem is conceded but it's interesting but Fitbit are firmly resisting a refund or exchange for my device - even though I have proved, by following the above trooubleshooting, that, in my case, the device itself appears to be faulty.

I have no alternative now other than take Argos UK to court if they also resist a refund and Fitbit continue to hide a major flaw in their much heralded smartwatch.

The community seem to be acting as Beta testers again!

[DramaQueenDiva]

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wrote:

I have three Fitbit trackers connected to my app - Charge, Blaze and Ionic - which I use in differing circumstances.

I have been using the Ionic since Christmas and, this week it began to have issues syncing - it would constantly disappear from (then reappear in) my iPhone 7's settings and keep flashing beiween Looking/Disconnected/Looking on the Fitbit app.

I tried "Forgetting" in iPhone settings, "Remove Device" in the Fitbit app, restarting the Ionic - nothing worked for ages until it suddenly decided to allow itself to be found!

For most of a day, it mostly performed OK and then, again, began the same behaviour.

After a fruitless exchange of emails Fitbit Support have told me to remove my Blaze from iPhone settings and the Fitbit app and, when I referred them to the help page  ... 

"Can I use more than one Fitbit device with the same account?"

.... I was told "In regard to the article you sent us, we apologize for the information provided there does not apply for the Ionic at this moment, since this is an issue our team is aware of and currently investigating. In the mean time, we advise you to remove the Blaze from the account and check the behavior of the Ionic regarding syncing."

So we appear to be Beta testing a flawed product and Fitbit seemingly have no solution at present, leaving me with a "resolution" that I can't use my Blaze if I want to continue using my Ionic!

Does anyone else have this issue, please? I ask because I still suspect that my Ionic has a fault and hearing of any of you with the problem will assist in any further contact with Fitbit support.

Moderator edit: edited title for clarity

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I occasionally do: I have the Alta HR and the Ionic paired to my account.  Recently, I was unable to sync my Alta HR to anything unless I set it up as a new tracker.  And yes, I am an Android/Windows 10 user.  

What I've heard some people do is set up a new account with one of the trackers paired to it.  The accounts are free, so that may be an option for you.  A pain, I know, but for the time being, that may be one of your only options.  The account is free anyways, so you won't be charged anything extra.

[Meldrewman]

Hi Kristen,

but how does that workaround count total steps? Wouldn't they be counted separately in each account skewing my stats?

[N8teGee]

I currently use an Ionic and Blaze. I use the Ionic the majority of the time and have that on my account on its own, as like you, I find it works better being the only device. When I want to use the blaze (usually bed time when the Ionic is charging), I add it to my account for that period, then when I'm done using it I sync it one last time and remove it from my account. This works for me but I can understand this may be an extreme work around for some. 

[Meldrewman]

Hi,

Yes, I tried that resolution at first - and it worked for a short while but then even that wasn't working!

I suspect there's a fault with my specific Ionic but Fitbit won't concede this - jusr repeat the same mantra of there being a syncing issue. 

[Colinm39]

@Meldrewman I have been using Fitbits for a few years now and recently when I had the syncing issues with the Ionic I did some testing with the Ionic, and the Blaze, Surge, One and Zip multi mode, maxed out at 5...... All synced when they should have.. Probably my syncing issues were caused by the App. I'm Android and now on 2.65.1.. with V2.66 sitting in the APK web site... and syncing has the odd slow delay.. Like 13 minutes last night and still wheeling.....

I normally fix that by turning off Bluetooth on the phone, have the App come up with the red dot exclamation mark, tap that, and give the App permission to start Bluetooth.. Normally syncs within a minute after that.. What works for me doesn't seem to work for others..

Currently I'm multi with the Ionic and the One and wearing concurrently .. provided I sync the highest step count Fitbit first the final numbers are correct on both devices. If there is a large difference I will power off the Fitbit with the lower steps count and then sync etc..  Occasionally Fitbit gets it wrong..

I hope this helps because mine working does not help your issue and I'm Android the same as @DramaQueenDiva

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wrote:

Hi,

Yes, I tried that resolution at first - and it worked for a short while but then even that wasn't working!

I suspect there's a fault with my specific Ionic but Fitbit won't concede this - jusr repeat the same mantra of there being a syncing issue. 

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[DramaQueenDiva]

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wrote:

Hi Kristen,

but how does that workaround count total steps? Wouldn't they be counted separately in each account skewing my stats?

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Yes they would unfortunately be counted on separate accounts, which is why I have refused to put each of my trackers on separate accounts.

[Meldrewman]

Hi Colin,

Even with its limitations, I had accepted that I'd have to settle for using just the Ionic for now - and hope that Fitbit DO keep looking for a resolution to the problem (rather than do a Surge and withdraw it!)

My problem now, though, is that the Ionic won't set up and sync under ANY conditions.

[Colinm39]

@MeldrewmanI had that issue of setup a few weeks ago when I had to do a factory reset on the Ionic. Fortunately we have three PC platforms here. Windows 7, Windows 10 and the iPad. I had to go through all three to attempt to setup again after a Factory Reset on the Ionic.. Windows 10 (Bluetooth) was successful and allowed me to function normally on my phone and Windows 7

A couple of weeks ago I had more syncing issues and Support established that I had my Ionic paired to other devices.. Correct, I hadn't unpaired on the Windows 10 and iPad from my setup attempts,  Removed the Ionic from them and no real issues since..

As I post this I'm trying my first sync of the morning, no data yet because the red dot exclamation mark on the phone at 3 minutes., turned Bluetooth off, allowed Fitbit to start that, and finally 9 minutes later I have data on the PC Dashboard and the phone.

For others who read this post the syncing issues are not totally related, but I have just synced the Fitbit One and it now displays the same data as the Ionic..

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wrote:

Hi Colin,

Even with its limitations, I had accepted that I'd have to settle for using just the Ionic for now - and hope that Fitbit DO keep looking for a resolution to the problem (rather than do a Surge and withdraw it!)

My problem now, though, is that the Ionic won't set up and sync under ANY conditions.

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[Meldrewman]

Gets more interesting and more complcated!

 ... but, in my case, never synced any od my Fitbits to anything other than my one and only iPhone.

[Colinm39]

@Meldrewman  Yes... It does get messy.... at my age and a very retired engineer it keeps my mind active....A mental Challenge......

My "honesty" device, the Fitbit One always auto syncs via the computer with Fitbit Connect...Both randomly and forced... "Honesty" because it records my steps properly... Then I have to juggle the syncing correctly.. I wear both devices at the same time....

I have to be careful because if I haven't synced the Ionic and the One in the correct sequence, the One will overwrite the Ionic... If I have had a large domestic day, I do all of the shopping, and Fitbit Connect updates me automatically, I normally get the benefit of the extra steps...... when the Ionic finally updates...

I have rarely had the Ionic to force connect with Fitbit Connect. The One always connects, and Fitbit Connect occasionally will recognize that I have two devices so that I can select... Very rare...

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wrote:

Gets more interesting and more complcated!

 ... but, in my case, never synced any od my Fitbits to anything other than my one and only iPhone.

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[PTPete]

I started having similar issues with the Ionic (also have my surge still on the account) last week.  Syncing had been generally fine with the occasional hiccup until then (since Xmas).  Then from last weekend would only sync with complete restart of ionic and app, but then wouldn't sync at all until the next complete restart / re-pairing.  Not acceptable for a month old device my complaint to Fitbit got escalated to their highest support straight away, yet it took 5 days for them to contact me and that was just for checks of which phone do I have, is it the latest OS, latest app, and can I send a screen shot.

Fitbit service not good enough - Took it to the retails I bought it from on Friday and they gave me a replacement on the Monday!

I hope Argos work the same way for you as Noel Leeming did for me over in NZ

[Meldrewman]

Hi Pete,

Sounds very similar to my experience - and very different attitude from Fitbit than I'd been used to - very defensive.

They clearly have a problem which they don't want to concede or make public - I'll be doing my best though!

I am just outside the Argos automatic replacement date and they say they'll replace it if Fitbit confirm it's faulty! Catch 22.

I'm waiting to hear from Argos now having escalated it to their Head Office.