Not Able to Sync Ionic

[tppt]

I have had my ionic for a week tomorrow. Still have not been able to sync it properly and use it. I have talked  to the customer service team multiple times and spent hours trying to trouble shoot with them.

It takes about 2 hours to get it set up. It syncs for about 5 minutes and then disconnects. It then goes back and forth from looking and syncing but never connects.

How long do we need to wait before this gets fixed or they can give some update. I have tried all the trouble shooting including factory reset, etc. Very frustraing.

Moderator Edit: Updated Subject for Clarity

[SantiR]

Hello everyone! Thanks for your continuous participation on this thread regarding Ionic syncing.

A new firmware version for Ionic has been released (Fitbit OS 2.1). If you haven't done so already, I'd recommend updating Ionic. Please note that this is a progressive roll out so if you haven't received the update yet; it should arrive in the following days. Please check this release post for more details about this. 

Also, if you keep experiencing syncing issues please check if you are using a supported device. You can also follow these syncing troubleshooting steps.

I'm also glad for the users that have reported that their Ionic's are syncing properly now.

Please let me know how it goes! 

[Sunsetrunner154]

I got a replacement one in February had to reset on 15 March since then it has been working perfectly. It took long enough and a lot of angst but Fitbit got there finally.

Sent from Robyn Nast/Hinchcliffe

[ScottKilbo]

So the question is, are the newer ones that people are getting working because they changed some aspect of the manufacturing of the device when they realized that there was a problem, or because they happen to have the newest firmware that they're just rolling out now.

I hope the latter.  I'd really like to see this issue gone without having to get a replacement device.

[bfel71]

Feel the same way. I'm pretty much done with fitbit. When my ionic stops
working I'm done. Tired of products that cost so much only to not work
right and possibly because the company was working on its next new product
before making the ones they released work

[Frodo007]

@SantiR That upgrade killed my Ionic totally since yesterday. I can’t use it anymore. It freezes the whole time, then the Ionic restarts, and it freezes again, maybe a minute later, so it restarts etc... 

I already did a reset, a factory reset, but nothing helps. 

So now, my Fitbit is totally useless...

So so look out, people, for this advice of upgrading your device. I see a lot of people have troubles after it. It can totally kill your Ionic!

[bfel71]

I will not be upgrading this ionic. Simply wait for the thing to stop
working like my last Fitbit after about 11 months. Then throw it in the
trash where it belongs never giving this company my money again

[catherinekirby]

I truly felt when I setup my replacement watch that it was a completely different watch. Set up now says “can take up to an hour to set up” ad also points out up front during set up about wi-fi being a must etc. I could be crazy but I think it is a different watch. Then again the fact it has been FLAWLESS since I set it up actually makes it a completely different watch as it really works.

I am in LOVE with my Ionic New Version. I shed many tears of frustration with my half-baked premature version Ionic before it was returned... shouldn’t have waited so long, but Fitbit wouldn’t replace until I got past any possible return to Macys and also threw a total pissy fit. 😊🙈😊

Whew.... relieved ❤️

Sent from Catherine's iPhone

[Lopemon]

@catherinekirby exactly feel same. fitbit support should have acknowledged much much earlier that some of us just had premature ionics with faulty hard- or software instead of giving the user the feeling they are dumb dealing with settings, resets and networks issues. would have saved a lot of time and frustrations. finally happy with my new ionic. enjoy!

[Bneedshelp]

I got my Ionic last October direct from FitBit and it took until January for them to send me a new one no problems since. I don’t know how long it would’ve taken if I bought it from a 3rd party. I’ve don’t think I’ll be buying the new one or any new one right away if they won’t admit mistakes or problems with the rollouts.

Sent from my iPhone

[SunsetRunner]

The first day I upgraded to version 2.50, my Ionic also froze, the next day it began working better than it was before the upgrade.Did you try the “shutdown” on the watch after you updated the app? Yes, this has been a frustrating issue.

[ScottKilbo]

To those with replacement Ionics - what was the software version on them?  If you haven't updated it yet, what is the software version now?  It's not that common for companies to switch up manufacturing of a product after only a couple of months.  I'm still hoping that it's a software version and that those of you with working replacements actually got the same watch with software updates that none of the rest of us have.

Of course Fitbit will never say what it is that fixes it.  I'm skeptical about updating because of reports of watches no longer working on the latest software update.

[Hulu888]

Well, Fitbit did NOTHING to solve the sync issue. As others pointed out, the only way is to get replacement. The new firmware does not mention anything about what issues have been solved at all, meaning nothing happened. So no credit for Fitbit. I still have to restart my Ionic once a day to sync to my iPhone, nothing is improved!

[bfel71]

Thank you for the warning.

[ScottKilbo]

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@bfel71 wrote:

So happy your new 1 works 😊 fitbit should be reaching out to everyone complaining on this thread with offer of replacement! 

Fitbit customer service has turned pathetic.

Happy for those who have perfectly functioning devices.

---

That will not happen.  There are many hoops to jump through first.

[bfel71]

Trying to plant the seed 😊but yes I know

[Schadrie]

I’ve been trying to sync, but every time I enter the four digit number, I get rejected. 

[bfel71]

It's 1 of the many things we are all complaining about. Sorry. Wish I had
solution other that call service or trash

[Lopemon]

all I can tell from my experience with my Ionic sync issues is: I bought a first rollout Ionic when the product launched (october 2017). it was always not very flawlessly syncing from the beginning - but it did at least work. when the os 2 update was installed (somewhere in March) syncing issues were getting terribly bad and in the end not working at all anymore. my replaced Ionic is working flawlessly as it is advertised (I got my replacement within a speedy week!). I suspect that many of us early adopters got faulty builds of that product. meaning that we must had to deal with some hardware- or firmware bug unresolvable from the user side. and we had to deal with fitbit support that tried to put that error on the shoulders of the users. I bought my Ionic at a local tech store with 2 years warranty. I regret not bringing it back much earlier instead of listening to the repeating reset/shutdown/bluetooth-re-pair advises from the support. (long period of frustration). in case you have still a warranty – bring it back as soon as possible.

[Kretek]

Well I received mine 3 days ago - as a gift (addidas edition). Long story short -> can not return it, so I was bit frustrated. Been messing with it all the time. Of course I had this stupid sync bug, but found some workaround that works for me for now:

1) Remove ionic from account and unpair it in your smartphone

2) Unpair every bluetooth device from your smartphone

3) Turn off bluetooth

4) Uninstall Fitbit app

5) Restart Ionic and your phone

6) Install FitBit app

7) Turn on bluetooth, add your Ionic and pair it with smartphone

Since then it syncs normaly for me. I turned off 'Always connected' to save some juice. Unfortunatelly notifications other than phone call still don't work. And I don't know what will happen if I pair my bluetooth headset - probably everything will screw up again. Will test and let you all know.

P.S. I'm IT guy so all I can say is either their coding team don't know what they doing or they had some hardware issues with bluetooth (faulty chipset) so eventually they are willing to replace it for you.

Just for the record: Firmware version: 27.32.4.19 and Huawei Mate 10 pro.

[ScottKilbo]

---

@Kretek wrote:

Well I received mine 3 days ago - as a gift (addidas edition). Long story short -> can not return it, so I was bit frustrated. Been messing with it all the time. Of course I had this stupid sync bug, but found some workaround that works for me for now:

1) Remove ionic from account and unpair it in your smartphone

2) Unpair every bluetooth device from your smartphone

3) Turn off bluetooth

4) Uninstall Fitbit app

5) Restart Ionic and your phone

6) Install FitBit app

7) Turn on bluetooth, add your Ionic and pair it with smartphone

Since then it syncs normaly for me. I turned off 'Always connected' to save some juice. Unfortunatelly notifications other than phone call still don't work. And I don't know what will happen if I pair my bluetooth headset - probably everything will screw up again. Will test and let you all know.

P.S. I'm IT guy so all I can say is either their coding team don't know what they doing or they had some hardware issues with bluetooth (faulty chipset) so eventually they are willing to replace it for you.

Just for the record: Firmware version: 27.32.4.19 and Huawei Mate 10 pro.

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@That may work for a while, but having to jump through those hoops for a @$250 device is beyond ridiculous.  I've done those steps as well and it worked ok for a couple of days.  My guess is faulty hardware, because otherwise they'd have fixed it a long time ago.