New Ionic stopped syncing

[Sp5]

Was working fine until yesterday and sync has mysteriously stopped. 

This is my second Ionic over  the last 2+ years. I have tried all the typical steps to resolve the sync problem. An update would be much appreciated.

[SilviaFitbit]

A warm welcome to the Community @Sp5. Thanks for the details mentioned and the troubleshooting tried. 

I would like you to confirm that you've tried this syncing troubleshooting. If you continue experiencing syncing issues, reply to the following questions: 

- Which phone are you using?

- Are you receiving any error message that's not letting you sync your watch? 

I'll be around if you need further assistance. 

[Sp5]

Thanks for your message, have been through all the troubleshooting steps that are recommended. I am not a new user as you can tell from my profile. Yesterday, it synced briefly and then again this morning it stopped working. I believe this has something to do with your app updates. You guys really need to do better testing before releasing updates! Getting quite annoying after every update. 

[SilviaFitbit]

Thanks for getting back @Sp5. I appreciate the extra details mentioned. 

Your feedback is appreciated, we're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our customers. 

I would like to know which mobile device you're using with your Ionic. 

I'll be around if you need further assistance. 

[Sp5]

Mysteriously started syncing again. No changes on my end!

[katwoman5]

I agree. I cannot get mine to sync. Have tried everything over and over. Last real update is like Sunday even though I am supposed to have all day sync. 

[NK88]

I've had same problem. Hadn't noticed it hadn't synced until this morning, but hadn't synced since the 22nd. Went through all the trouble shooting but still didn't work on my phone (Huawei p20). Have now managed to get it to sync by downloading the app onto my ipad. 

[Dasakai]

I have had the same problem with 2 different ones in the last week.

[katwoman5]

Just to add in, I have a Samsung Note 9. What was odd was that my steps updated, but my activity for the entire week did not update until I rebooted and reinstalled everything, again. Same with Sleep and steps per hour. Those were also MIA all week. Right now things seem to look okay, but I find it odd only half the app was working the whole week. I did not check until Friday because I wanted my mile run stats and they were not there. I had tried everything plus in the help and troubleshooting. It seems every few months I am here looking for the reasons why my watch or app are acting up. 

[SilviaFitbit]

Thanks for letting me know that your Ionic is syncing to your account @Sp5. 

It's great to see you around @katwoman5. Thanks for keeping us updated and for letting us know that your Ionic seems to be working normally. Remember that we're here to assist you and provide you with troubleshooting in case you're having any issue.

Welcome to the Community @NK88. Thanks for the details mentioned and the troubleshooting tried. I was checking the list of supported devices and I couldn't find the Huawei P20 and this might be reason why your Ionic isn't syncing. Our team is always testing new devices and adding them to the list. 

Thanks for the details mentioned @Dasakai. I noticed you mentioned in other post that you already have a case with our Support team, please continue the communication through email, they will continue assisting you.  

Let me know how it goes. 

[katwoman5]

It is happening again. I swear I have to force it over and over again to be
able to get my stats. Turning things on, off, restarting, resyncing. I am
just not understanding why it is so hard to have it stay connected to my
app when I have it on all day sync.

[Sp5]

Try, restarting your phones Bluetooth when sync stops. I have been able to
get sync to start again when I do that. Of course that is not ideal and the
sync should work seamlessly. I believe the new app changed some
functionality which has caused the sync problem.

[SilviaFitbit]

Thanks for getting back @katwoman5. Sorry to hear that you have to perform all this troubleshooting to get it working again. I would like you to perform a factory reset and check if after this, your watch syncs normally to your Fitbit app. 

Thanks for sharing those tips @Sp5. 

Let me know how it goes. 

[Sp5]

And, just like that the sync stopped working again. This is too frustrating, wasn't having this issue with the previous version of the app.

Can someone seriously look into this? Getting quite annoying to keep on reporting the issue and not getting a solution. 

[katwoman5]

I've never gotten real help. When I reported my watch completely not working and flashing on and off I was told someone would reach out to me for a possible replacement nothing happened. I can't load anything on my watch. I keep it at factory and have to reboot/factory reset too much. Annoying for the price of this thing. 

[NK88]

I've had the fitbit since December 2018 and it has generally synced without
any problems. This problem has only started since the recent software
update.

Incidently, it does now appear to be working, having manually synced on my
ipad twice. I then got asked to accept terms on my phone and it has synced
ok on the phone since.

Hopefully this will be the end of the issues, but if the other comments are
anything to go by, I doubt it.

[SilviaFitbit]

Thanks for getting back @Sp5 and @katwoman5.  Sorry for the delayed reply. 

I appreciate that you mentioned you're having these issues after the update. Since, you've tried the syncing troubleshooting and you're still experiencing the same, I've created a case on your behalf with our Support team, they will continue assisting you.

Thanks for letting me know that your Ionic seems to be syncing @NK88. 

I'll be around if you need further assistance. 

[eduardovk]

@katwoman5 , @Sp5 and @Dasakai , It is an absurd to see the kind of tech support that we are receiving from fitbit team. I had the same problem with my 15 months old ionic and Fitbit said that they can do nothing since it is out of warranty for 3 months. Basically, the buttons of my ionic stopped responding, then the screen becomes unresponsive, and finally it started rebooting randomly (some of these times it locked on the boot procedure with a fitbit logo on screen). So, we should move ahead to another brand with more respect to us (customers).

@SilviaFitbit , It is very obvious that the factory reset procedures will not help anyone when there is a design (hardware or software) problem. So, maybe, you should stop losing your time with this kind of "default" posts.

[KirkTS]

I have been trying all the troubleshooting tactics for going on a week now.  I can occasionally get my Ionic to sync but I am losing so much time.  I agree that it is absurd to have this issue affecting multiple users for so long.  It is also absurd that the forums and tech support continually push out the same answers that obviously don't work.

I am totally frustrated by all of this.  I have been part of the Fitbit ecosystem since 2015 and an Ionic user since 2017.  This is just the latest in a line of changes and mistakes that have pushed me to move on.  My order is already in for a Garmin Forerunner 645 and I don't think I will be looking back.  I am disappointed though because there were many things about the Fitbit system I liked.

Fitbit has just dropped the ball on time to many...

[trawg]

I'm having a similar problem with syncing. It's always been pretty reliable but something recent has made it way less consistent in syncing. I can usually get it going by just randomly toggling Bluetooth and restarting the app or phone, but I haven't figured out a way to make it sync consistently.

I recently updated to Android 10 (Pixel 3); it started around the same time. Unfortunately this was close to the last Fitbit app update.