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

[Lmeric1234]

What number did you call? Lack of Fitbit Ionic syncing is driving me crazy. No customer support that I can find. I would rate this product a zero

[Lopemon]

as you may read in this thread I got a replacement and since then the Ionic is working as it should. got very sceptical about the recent tracker update (32.10.15) to brick all things again. in the end I did the update and the Ionic still works perfectly. for all of you out there with recurring syncing issues - exchange your Ionic with your warranty asap. it must be a hardware bug in premature ionic product releases and it should not be you live with it.

[SunsetRunner]

Yes, I did the new download for the tracker yesterday. It worked well for 12 hrs and now I am having the same problems as before. It will not stay connected to Bluetooth. Just keeps “looking”. I go through the various troubleshooting methods as before. I got it connected, then went out for a run, got back and now can’t get connected to my IOS device. I have tried distancing any other Bluetooth devices from it with no change.
My Ionic is not a replacement.

[StewartH]

Well I been very skeptical of any updates since I had to reset my ionic.  This morning it did not sync - and usually what I have to do shutdown and power back up.

I am happy with the older release - I don't need any of the new stuff.

I want to know if these issues are fixed and what must be done - I refused to update the firmware on my ionic.  I don't wish to go though that again.

[ScottKilbo]

It's becoming more apparent that the replacement Ionics are actually a solution to the problem.  Fitibit should make it easy for those of us with syncing problems to exchange their watches.  Those of us with these issues have gone through their troubleshooting steps countless times over the months.  Having to jump through further hoops to get a working device should not be required.  I know that Fitbit is monitoring this group and are aware of the issues.  They should be contacting us directly to set up an exchange.

[catherinekirby]

Once I told support that the ONLY reason I purchased the right from the start non-syncing Ionic was because FitBits own support pages said RESOLVED but that was obviously an error, or coverup. Told low level support to ask sup to return the product Macy’s wouldn’t as FitBit publicly stated issue resolved in October 2017. Yea, and I’m the Easter Bunny.

My NEW replacement is a DIFFERENT watch. I don’t care if “they” say it’s the same. Point to make: old one didn’t work at all, new replacement has been PERFECT since receiving it over 6 weeks ago. And, it’s my daily driver so I’m thrilled that my 300.00 paperweight was replaced with a working sports watch like I wanted.



Sent from Catherine's iPhone

[shv]

Thank you to everyone that has been posting about the new watches they received. I think that I will try that route now. At this point, it is syncing, but it still will not connect wirelessly and has no notifications, even when my phone is sitting right next to my wrist. Wish me luck!!!!

[Lopemon]

@ScottKilbo @catherinekirby happy to read your replacements also work as they should. the Ionic is a great tracker, once they are hassle free. hope fitbit is reading this and release their customers from fiddling around in settings again & again. it won’t work because it’s a product issue and the replacement under warranty is the only and fair solution. for myself I waited too long to return it. could have saved a lot of time & frustration. once returned and waiting for the replacement I picked up my good old Pebble for simple tracking in the meantime. my replacement Ionic came back within 9 days and that is short enough to keep you moving 😉

[MaginB]

Hi everyone! Thanks for your continuous participation on this thread! 

It's great to hear  that some of you already got your Ionics to sync. For those who still having trouble please make sure to follow the syncing troubleshoots, if still won't work please let me know so I can further assist you, I'll be around! 

Catch you later! 

[Melissa517]

That appeared to have solved the issue of syncing! Thank you!

Moderator edit: Format 

[Nobblytanner]

I had to laugh when I followed the link thru to why we have so many syncing issues with the Ionic.

http://help.fitbit.com/articles/en_US/Help_article/1866/?l=en_US&c=Topics%3ASyncing&p=ionic&fs=Searc...

This 'help' article misses the point, and demonstrates that it's actually part of the problem.

Ionic should simply sync reliably, LIKE EVERY OTHER BLUETOOTH DEVICE I HAVE DOES.

This article blames everyone and everything else other than accept that the Ionic itself has the same fundamental flaws in syncing that Pebble had before it. Wake up and smell the crap software!!

[Behive]

I’m sick of this now. I bought the ionic in December 17 and  had about three months trouble free use. Now this lack of syncing is getting worse by the day,  I’ve done all the troubleshooting without avail and since last weeks update my daily workaround no longer works.  

How do I get a replacement or a refund as this product is clearly not fit for purpose 

[MaginB]

@Melissa517 I'm glad to hear that you're back on track! 

@Nobblytanner Thanks for performing these steps, I've gone ahead and created a case on your behalf please keep an eye on your email inbox for the next instructions. 

@Behive Thanks for your patience to this matter. I noticed that you have opened a case with the Support Team, please keep an eye on your email inbox for the next step they'll be contacting you soon. 

Keep me posted, I'll be around! 

[lastrohm]

I'm in the same boat.  I bought mine in Nov. 2017.  I have tried numerous times to get things to work.  I reached out to support, but since I can sync with my desk top, they don't feel it's important that I can't get notifications, use it with my phone, connect to WiFi and etc.

[shibbed]

Everyone should demand a replacement, mine came the other day and has been working perfectly. They released a faulty product, we all paid for it, now like me, you all deserve a working replacement 

[Behive]

I totally agree, I was happy to persevere when I thought it was a software issue and an update would resolve it but since the syncing issue started there have been two updates and instead of getting better it’s got worse.  So it’s obviously a major hardware issue. I want a replacement or a refund now   

[Mommaj12]

Very disappointed with the fitbit Ionic. Constant sync issues make it more of a pain than it's worth.  Will likely never buy a Fitbit product again.

[Lmeric1234]

I deleted the Fitbit app on my phone and then restored it. Now it’s syncing to the watch

Thanks for replying. My ionic was a Christmas gift. I wonder if it’s still under warranty

Lynette
Sent from my iPhone

[Lmeric1234]

My ionic is not showing texts received. Do you need a purchase receipt for the exchange?

Lynette
Sent from my iPhone

[Lmeric1234]

Did you figure out how to get a replacement? Mine was purchased in December from Dick’s Sporting Goods.

Lynette
Sent from my iPhone