My Ionic won't sync or pair

[mgilleland]

I was notified of the update to Fitbit OS 4.0.1 - Firmware Release (27.68.9.12) last night and I let the update occur.  This morning, my Ionic will not sync to my OnePlus 5 phone.  I removed the device from my Bluetooth list and deleted it from the Fitbit app.  Also, both the Ionic and my phone have been rebooted repeatedly, but the setup always fails at the "Searching for Ionic" screen.

I was not having any syncing issues prior to the firmware update.  Is a patch to the firmware needed?

Moderator edit: updated subject for clarity

[Odyssey13]

Hi @mgilleland  your phone isn't on the list of compatible devices? click to see

[mgilleland]

My Ionic has been working fine with the OnePlus 5 for months.  If the firmware upgrade breaks compatibility with my phone, there needs to be a warning of this possibility with the upgrade notification and there also needs to be a way to down grade the firmware.  I don't believe it is reasonable to require the purchase of a new phone after a firmware update to the Ionic.

[EdsonFitbit]

@mgilleland Welcome to the Fitbit Community.

I'm sorry to hear that you are experiencing difficulties to sync and set up your Fitbit Ionic. Thank you for the information provided and for the troubleshooting steps you performed before contacting us.

As mentioned by @Odyssey13, the OnePlus 5 is not part of the list of compatible devices, however, this doesn't mean that you won't be able to sync. There are many users who are able to sync and receive notifications from devices not supported by Fitbit but on these cases we won't be able to guarantee that everything will work as intended. In addition to the steps you've done previously, you can follow our guide to resolve set up or syncing issues.

I would like to clarify the new firmware version shouldn't cause difficulties to sync your information.

@Odyssey13 Thank you for your support.

If you have any question, please don't hesitate to contact us back.

[BurtonScents]

I have a Galaxy S 9+ and I'm having the same issues

[EdsonFitbit]

@BurtonScents Welcome to the Fitbit Community.

Thank you for letting us know the model of your phone.

If you have followed the instructions on the help articles above, please set up your Fitbit Ionic as a replacement device by doing the following:

1. Tap the Today tab  , and tap your profile picture.
2. Tap Set Up a Device.
3. Choose your device and follow the on-screen instructions to continue.

Please let me know if you need further assistance.

[BurtonScents]

I have done every troubleshoot option there is. I have uninstalled/reinstalled the app, removed device from my account, added it back.  Took forever to add it back because it would not sync and find the watch.  I factory reset the watch took forever to get it even get to the setup screen just stuck on the Fitbit logo.  Finally get added in app and tells me to update software, have been unsuccessful for 2 days now.  Watch finally starts up with watch and all the other features but can not link to my app.  Factory reset again and won't power on. I've had this 9 months with no issues.  Was going to contact support tonight but since the watch actually came on and showed everything I held off.  Now I wish I would have went ahead with support

[EdsonFitbit]

@BurtonScents Thanks for your response. Sorry for the delayed reply.

I appreciate the time you spent while trying to resolve this issue.

I noticed that you've been in touch with Customer Support recently. I'm pretty sure they will do their best to provide a high level of support and find a solution. Thank you for your patience.

Feel free to contact us back at any time.