New Ionic issues

[Race1981]

Hi folks.

I am a new Ionic owner, having moved across from the Surge, and am having a few problems (it's only day 2!!!)

My Ionic won't sync. Does it need wifi or should it sync on 4g like my Surge used to?

I have lost all of yesterday's data. It last performed a sync at 1955hrs yesterday and was connected to my house wifi until 830am this morning. When I went to bed at 1030pm my Ionic was showing all of my days data and when I had checked the app at 8ish it was all there too. But now it's all gone for yesterday.

Today's data is on both the watch and the app, even though it is saying there has been no synch since 1955hrs yesterday.

I'm so confused.

I'm a real data hound so need my stats from yesterday ....

thanks in advance

Moderator Edit: Format

[SunsetRunner]

Pretty old Ionic issues.

1) Update everything including watch firmware, and Google play store.

2) Disable all day sync AND disable always connected in the app.

3) Unpair watch from Bluetooth.

4) Restart watch and phone.

Do a manual sync when it's all up and running.

Would be nice to know what phone you have.

[Race1981]

Sorry, first time I've used the community. I have a Samsung galaxy s7.

I'm surprised that I have to do all of this after just 24 hours of installing it. Maybe my surge wasn't so bad after all.

Will it recover yesterday's data do you know? I've just logged into the desktop and it's not there either.

I will have to wait till I get home and can access wifi again.

[SunsetRunner]

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@Race1981wrote:

Sorry, first time I've used the community. I have a Samsung galaxy s7.

I'm surprised that I have to do all of this after just 24 hours of installing it. Maybe my surge wasn't so bad after all.

Will it recover yesterday's data do you know? I've just logged into the desktop and it's not there either.

I will have to wait till I get home and can access wifi again.

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The data is still being stored on the watch your issue is it is not syncing with your phone. Check to see if it works after every step. You may already be on the latest firmware.

[bmw54]

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@Race1981wrote:

Sorry, first time I've used the community. I have a Samsung galaxy s7.

I'm surprised that I have to do all of this after just 24 hours of installing it. Maybe my surge wasn't so bad after all.

Will it recover yesterday's data do you know? I've just logged into the desktop and it's not there either.

I will have to wait till I get home and can access wifi again.

---

You may be interested in my surge vs. ionic post: 

https://community.fitbit.com/t5/Ionic/Ionic-vs-Surge-a-runner-s-perspective/m-p/2580000

[blu-steel]

I’ve had mine and no issues until just now. It won’t sync at all. 

[Race1981]

Gosh. I wish I'd read this before. I'm training for an overnight walking marathon so need my distances and pace to be accurate when training. Might dig out the surge for tomorrows 12 miler!!!

[bmw54]

Don't lose your surge!

While waiting for my replacement ionic I've realized how much I liked the surge - even with its delaminated wrist band and scratches. Surge = drama-free running. Not without fault but far better than the ionic. We'll see how well the replacement works, maybe my pre-ordered version was faulty.

Even the notify function - while not as pretty as the ionic - is trouble free and never seems to fail.

The only possible downside with the surge is more frequent charging.

[SunsetRunner]

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@Race1981wrote:

Gosh. I wish I'd read this before. I'm training for an overnight walking marathon so need my distances and pace to be accurate when training. Might dig out the surge for tomorrows 12 miler!!!

---

@blu-steelwrote:

I’ve had mine and no issues until just now. It won’t sync at all.

You need to try what I suggested then post back.

[blu-steel]

I figured out how to fix. I powered down my iPhone. I then powered down my ionic by holding the left and the right bottom button until he screen went black. I then powered on phone and then the way ch and everything is fine now.

Sent from my iPhone

[SantiR]

@Race1981 Welcome to the Fitbit family! Thanks for reporting this. Are you still experiencing the same? If you are not able to sync please follow the steps on this helpful article. Once you get it to sync check if the previous day got recorded. Let me know the outcome please!

@SunsetRunner @bmw54 Thanks for your help on this thread.

@blu-steel It's great to see you in the Fitbit family! Thanks for sharing the fox that helped you out with this. I'm sure other users will find your post helpful! 

Keep me posted! 

[Cybersis]

I totally agree the surge and blaze both out performed the ionic. I have gone through all steps and levels of fitbit support with no satisfactory solutions. No matter who I speak to the are only able to read script off paper. They won't even try to help. I am now so angry with fitbit support that they have lost a customer of 6 years. I have owned 6 devices and in the past they had the best customer support. There repair return policy used to be acceptable. Now all that is offered while under warranty is be without for 7 to 10 days. What happened to we will ship replacement with a credit card hold and remove hold once return shipment recieved. Which is industry standard by the way. I am posting this in hopes that a fitbit representive realizes that customer satisfaction should number and cares enough to reach out to me and try and listen to my point of view.

[SantiR]

@Cybersis Welcome to the Fitbit family! Thanks for contacting customer support and thanks for sharing your feedback here in the forums.

What specific situation are you experiencing with your Ionic? I can try to help you out with it!

Also, what did customer support offered? Just want to make sure, did they told you that you can return the Ionic and wait 7 to 10 days to receive a new one? 

I do believe in customer satisfaction by the way! 

Keep me posted! 

[Cybersis]

While charging it and not wearing it, 4000 to 6000 steps get added. I have moved it to many locations and occasionally it works. The next time in that location it worked and now, all of sudden it doesn't again. I sync with both my tablet and my phone and it constantly has issue with bluetooth connectivity. I have problems uninstalling apps. My problems go on and on. 

They only offered to return it and once they receive it I get a replacement. This is unacceptable as I wear it everyday and it is my only watch. In the Tech industry it is standard to put a hold on a credit card, ship a replacement, and have the customer put the broken one in the same box and ship back. At the point when they receive the broken one back, they remove the hold from the credit card. Thus, a swap is done and the customer never has to be without the product.

While my fitbit was still under the 45 days warranty, they said I could ship it back and they would give a $50 credit towards buying a different device. At the time, there was no other device that I even wanted. Also I paid over $300.00 for this device (brand new) and felt that it was a slap in the face to offer such a minimum amount after such a short period of ownership. 

At this point I would be open to a $50.00 credit toward the Versa and return this Ionic but I was told that option has since expired it was only good for the first 45 days.

[SantiR]

@Cybersis Thanks for your reply and for providing details regarding your case. It's unfortunate to hear that the solution customer support offered is not acceptable. 

By any chance, do you have another Fitbit device you can set up in the meanwhile you receive the replacement Ionic? 

Also, regarding the steps being tracked while charging, I recommend trying to restart your Ionic a couple of times as the accepted solution on this thread (same topic) suggests. 

If you keep experiencing the same with syncing, I recommend trying the troubleshooting steps on this helpful article. 

When you try to uninstall apps, are you getting an error message?

Keep me posted! 

[Cybersis]

No I do not have another device. I donate them to our health and wellness initiative when I get a new one. I also don't even want to replace this one any longer. I have followed the restarting instructions multiple times. I have removed the device from my account many times as well and put it back on. I have had this issue syncing on both my tablet and my phone as well. I work in the technology field I understand how to do these steps. As for the Apps. I would uninstall and they would just keep reinstalling. This seems to have corrected with the last firmware update not the one we just got the one before that. I am very unhappy with this model and really am not interested in a replacement of this model.

What I really want is to return this one and get a $50 discount on the new Versa when it is available.