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

[bfel71]

I have to restart mine about twice a week to get it syncing and basically working again. I have Samsung so it's slightly less of a pain than tue iPhone. 

[SunsetRunner]

Yesterday, I reported that after upgrading to 2.5 on Monday my Ionic was working better, and now it is not. False alarm. Can’t get it to sync at all, despite repeated attempts for 10 hours now. Have tried all the usual routines that seem to be commonplace to us. I cant believe this can’t get resolved.

[vettech19]

The Ionic is probably the worst Fitbit device I’ve had. I’m constantky having to sync it to my phone. And 90% of the time it doesn’t sync, it can’t sync or it “can’t find device”. I’ve tried EVERYTHING, I’ve reset it multiple times. Deleted it from the App, made my Bluetooth forget the device, restarted my phone. It’s annoying. And every time I call we go through the same things I did and it still doesn’t work or it will sync but won’t after that. 

[bfel71]

Oh no!!! So Sorry! 

[joyceedep]

This will be deleted. No honest comments permitted. All of my negative comments have been deleted. Hopeless to expect fitbit to address this with good customer service. They are too big and too corporate now.

My biggest complaint is that THERE IS ABSOLUTELY NO CUSTOMER SERVICE IN THE USA. IT IS DISGRACEFUL.

Get Outlook for iOS

[bfel71]

They are notorious for having us jump through hoops. Push for return or exchange. My next step is to call and push for exchange. 

[MaginB]

Hi everyone and welcome to the new users! 

First I'd like to thank to all the users that have been helping and sharing their troubleshoots, tips and tricks. Just as a reminder in case you're still experiencing syncing troubles, you can take a look at this article if you haven't done so already.  They could also be useful for other users checking this thread for the first time.

I'm aware that you probably already tried all the basic troubleshooting steps, however, it won't harm to take a look at all the information here about syncing troubleshoots and the  recent Ionic Firmware Release, please make sure to have your up to date. 

Thanks again for your patience, catch you later! 

[vettech19]

What’s frustrating is the steps you gave for troubleshooting for syncing issues and it’s the same instructions.  Whether you call customer support or read it online I’ve followed the steps completely and still nothing. Ill try connecting to my computer to do an update since I can’t do it through my phone and the device together. 

[Roughster]

Still not working 😞

[ScottKilbo]

---

@vettech19 wrote:

What’s frustrating is the steps you gave for troubleshooting for syncing issues and it’s the same instructions.  Whether you call customer support or read it online I’ve followed the steps completely and still nothing. Ill try connecting to my computer to do an update since I can’t do it through my phone and the device together. 

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Exactly this.  Done all of these steps countless times, yet to get a replacement, I'll probably have to jump through these hoops a bunch more times.  It gets tiring.

[bfel71]

Got the update notice on my phone yesterday about the same time my syncing started happening on its own AND same time my battery was draining about 10% an hr with NO USE!!!! I'm very doubtful I want to do this update at all. Seems strange that suddenly get notice and working better. Hahaha. Good going fitbit. 

Wish me luck! I'll be back with update on update 🙂

[Frodo007]

And? How did it go? 

[bfel71]

Update: it took about 30-45 min to update. Had my ionic plugged in to charge. I do this to my chromebook but don't open my chromebook. Had my phone next to it for charging as well. The Ionic said it was done updating but the phone app said this could take a while. I waited another few min. Then put Ionic on and cancelled update on phone. Later when I got a text my Ionic had the option to mark as read or reply 🙂 !!! 

Note: I restarted both the Ionic and phone when I was done, while I had Wi-Fi on. Few minutes later I restarted phone again to be safe. Battery on phone has been good and so far syncing has been good. My fingers are crossed they will both stay as they are right now. My phone is Samsung Edge. It's 2 yrs old or 18 months, not sure but not brand new. 

Good luck to all. Try the update that comes this week. Be sure to restart when finished. If phone doesn't say it's done just cancel and restart phone. If Ionic says it's done then it's updated 🙂

Thank you everyone for commenting and helping me not feel alone on this. I hope it works for each 1 of us!🤞🏃💃

[bfel71]

Hope you get the reply. If not check the thread 🙂 

[Frodo007]

Ah... Nice to hear that! I hope you have no troubles anymore! 😉

[Lrlatino]

Have the samsung s9+ , no syncing issues and updated to latest Fitbit
iconic software. Make sure your iconic is paired to one device only( phone
,computer, tablet) andi WiFi connected to 2.4 GHz . Should go ok..this
worked for my iconic. Hope yours does the same.. also my iconic was on
it's charger while the installation took place.
I don't use all the features the iconic has, but syncing with my s9+ and
updating is a non issue at this point. My battery life is 6 or 7 days with
the iconic. In the gym 5 days a week monitoring workouts and heart rate
constantly.
Good luck with everything!

[blazer_1789]

Mine seems to sync just fine after the update (knocking on the wood).

[Kretek]

OK so I've updated to latest firmware and it seems that sync issues are gone. 

What I did (on previous firmware) was to unpair each device from my smarphone and pair only ionic.

Then I downloaded update without issues. After the update I paired some of my additional gear (headset, speakers etc.) and it still syncs normally. 

BTW: strava syncs ok. The only thing that still missing in my case are notifications. All other than phone calls don't work. Hope it gets fixed soon!

EDIT: My notifications work again!! managed to find a solution for me. Check this thread:
https://community.fitbit.com/t5/Ionic/Ionic-notifications-services-not-running/m-p/2687870#M52052

Fully working Ionic!! Yay!!

[Prestonw1]

Thank you my ionic is working fine now

Sent from my iPhone

[LLaMona]

Great that you got a replacement. I have still have issues with mine.
having one now with new update!

--
Linda L
Change is the only constant thing in life.
http://www.danvillegirl.blogspot.com