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

[dota]

Well support says that development is monitoring the forums for issues. Apparently they are not doing a good job of it. Because they still don't know about this issue or how to fix it. 

[Prestonw1]

Hi
My Ionic is now working for 3 weeks although I doubt some of the results, in the past every time I manage to sync it runs for around a week and then sync stops, fingers crossed this time


Sent from my iPhone

[SantiR]

@Sguser Welcome to the Fitbit Community! Did you find the answer to your question on this thread?

@dota It's great to see you in the Fitbit Community! Thanks for sharing your experience with customer support! 

@Behive Thanks for sharing the experience you have had with customer support. Feel free to follow these replacement set up steps for your new unit for you to not loose any of your previous data.

@kopykat Thanks for sharing your experience with customer support. Sorry to see you go. 

@Natalja I hope you're doing well. Thanks for sharing your experience with customer support. You got a newsletter saying it was delivered where? Still no answer? 

@Blackcomb Welcome to the Fitbit family! Thanks for trying all of those steps. Are you still experiencing the same? Please try the steps shown on this helpful article in the order given for best results. If you already did some of those, please do them again and let me know how it goes. 

@Prestonw1 I hope you're doing well! I'm really glad to hear it is now syncing properly. Hopefully, that will continue to happen. Please let me know if it doesn't! 

Keep me posted! 

[Behive]

UPDATE:  

I’ve had my new ionic replacement for 4 days now and WOW. 

It’s working perfectly, continual syncing, accurate recording and even wallet seems to be working ok.  Just like my original did for the first month. 

I am still a little apprehensive to see how it performs after an update as that’s when my original one messed up but at the moment it’s so good to have the ionic working as all the marketing said it would. 

A big 👍 for my replacement ionic   I’ll keep you all updated 

[Den23]

Yep that worked thanks 

[Natalja]

@Behive

I am happy for you! Fitbit sent me replacement confirmation yesterday. BTW did you choose the same style as you had before? Or another framing material? I chose the same one, dark. 
I hope my replacement will work perfectly. I also plan to purchaise some sort of protection frame sticker if I find anything looking acceptable from third party to avoid hits, I can not remember I hitting my watch, that means hitting my wrist, but that might prevent the physical damage, just for my tranquility 😄

[Behive]

@Natalja Yes I opted for the same colour which is charcoal/smoke gray. I always use screen protectors on a new device to avoid surface scratches and to keep them shiny 

I hope you get yours soon @Natalja and that it works perfectly for you 

[Sguser]

Just want to share my experience. I bought the watch in Dec 17. I went through a lot of loops and difficulties to get the watch to sync with my iphone 6+. I feedback to fitbit support and all I gotten was polite standard responses from them. In the end, I accepted the watch as a flaw product and ‘accomodated’ to its flaw syncing behaviour. Essentially, I can only sync my watch away from other wireless inferences like a specfic corner of my room or during driving. This went on for about half a year.

I then read about the positive experiences of other users who persisted in demanding a replacement watch from fitbit, and the replacement watch was working as it should. And so, I go through another round of feedback to the very polite fitbit support. This time round, Fitbit support agreed to send me a replacement watch.

- I return the watch on 4 Jun via DHL express, foc by Fitbit.
- According to DHL tracking, Fitbit warehouse received the returned watch on 6 Jun. After my email enquiry, they said that it takes 5 days for their warehouse to confirm the return.
- On 13 Jun, Fitbit support confirmed the return watch, and said that the replacement watch will be posted out
- On 16 Jun, I received the replacement watch.

To my amazement, the replacement watch just work. The firmware was upgraded smoothly and the bluetooth syncing is super reliable regardless of where I am. So for the last 2 days, I tested the rest of the watch’s functions.

- Bluetooth syncing at a crowded wireless area (a shopping mall) - 👌
- GPS tracking for a run - 👌 no drop GPS. Need to monitor further.
- Swim tracking - 👌
- Adding credit card and actual usual of Fitbit pay -👌
- Fitbit coach - 👌 except the app shows double entries - one by Fitbit coach and one by Fitstar
- Music - I was able to transfer my mp3 collection to the watch using WiFi smoothly. Did not test the Deezer function though.
- Weather app - 👌
- Notifications - all allowed notifications came through 👌

In summary, I really think that I got a defective watch when I first got it. I am glad for this community for sharing their experience. Otherwise, I would have been convinced by the support team that I can live with a defective watch. To be fair, Fitbit support did in the end facilitated the watch replacement albeit they need to go through all the standard procedure. I am a happy ionic user now.

[Behive]

@Sguser Really happy that you persevered and got a replacement. I bought mine in December 17 also and I’m convinced that some of the early release ionics were defective 

mine is is still working great it’s a joy to own ☺️

[SantiR]

@Den23 Welcome to the Fitbit Community! I'm glad to hear that worked well!

@Natalja @Behive @Sguser I hope you're doing well! Thanks for sharing your experience with replacement Ionic on this thread. I'm very glad to hear that those devices are working properly and that you are back on track now. Hopefully, this will be helpful for other users too!

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around! 

[StewartH]

I purchase my Fitbit Ionic from Best Buy along with 2 year replacement plan

For a past couple of months,  I had syncing issues - most of time I what I had to do is turn off the Ionic and it would resolved the sync issue.  I did not dare update the rom version, because the last time I did that the only way to fix it was reset it.

Well last weekend,  I notice issue where it was not charging So I decided to ask BestBuy about replacement and I got a brand new Ionic and it updated rom on first usage and been happy with syncing.  I did find out my charging issue was a stupid issue on my side - but it got me to get the ionic replace and I am happy now.

I would say that definitely the early versions of Ionic had syncing issues.

[lastrohm]

I have been playing the game of doing all the steps to get my Ionic to sync with my phone for months.  I recently saw how one without issues works and now I want all the features on mine to work too.  People that have received new Ionic's, do any of you use a Samsung galaxy s5 from Straight Talk?  My phone won't pair with the Ionic, but has no problem with my old HR Charge, or any other blue tooth item. 

[ihue]

I could not get my galaxy S5 to sync with my Ionic although I no problem with my Charge HR or my Blaze. Got a new galaxy S9+ and I have had no problems with it and my Ionic.
Get Outlook for Android

[SantiR]

@StewartH I hope you're doing well! Thanks for sharing your experience and feedback on this thread. I'm very glad to read that you got a replacement Ionic at Best Buy and that it is working properly syncing just fine. 

Hopefully, this will be helpful for other users too. 

@lastrohm Thanks for your reply! It should pair properly with a Samsung Galaxy S5. Try these syncing troubleshooting steps in the order given there for best results. If you already did some of these steps try them again in that order.

Also, make sure you are using the latest version of the Fitbit app.

@ihue Thanks for sharing your experience on this thread! I'm glad to read that is is syncing properly now.

Keep me posted! 

[Nobblytanner]

So after a week using my replacement Ionic, I'm pleased to report that it works perfectly.

No more syncing problems (and it syncs really fast too), no more notifications dropouts, it even connects to the Weather app!

The returns process took around 2 weeks door-to-door, not bad.

However, I do feel that Fitbit should do a product recall for those early Ionics that were rollout in October 2017, and have now proved to be defective. It's very clear from the numerous contributors here on the Community Board that they have ongoing issues that are not fixed by firmware updates.

It does not do the Fitbit brand any favours to only deal with this for the few who persevere.

As a result, whilst I am pleased to finally have the product that I paid for 9 months ago, I won't be buying a Fitbit again, because I don't trust the brand behaviours anymore.

[lastrohm]

Santi, Thanks for your suggestions.  I have followed these suggestions many times in the past 7 months.  They don't work.  I'm with the group of people who feel that the Ionic's released in the time frame I bought mine are defective.  I have reopened my support case that I started in Dec.  ref:_00D40N2lj._5000b1CN8iQ:ref.  I appreciate that you tried to help. 

[SunriseRun449]

Don't forget, your contract is with the retailer that sold you your watch, not with Fitbit. (In most countries). So you always have the choice to return it to them under warranty for either a replacement or refund.

[SantiR]

@Nobblytanner Thanks for your reply and for sharing your experience on this thread. I'm really glad to read that your replacement Ionic is working properly. Thanks for sharing your feedback. 

@lastrohm You are very welcome! Thanks for trying those steps in order to sort this out. Also, thanks for reopening a case with customer support. Please let them know that you have tried those steps. I'm sure they will be able to find the best solution available for you. 

@SunriseRun449 Welcome to the Fitbit forums! Thanks for sharing your experience on this thread. If you purchased your Ionic at a different retailer than the Fitbit Store you can try contacting them for a replacement or refund depending on their warranty policies. You can also contact Fitbit if you have any trouble with the retailer.

Keep me posted! 

[Mark2018]

Maybe following apps can help you until Fitbit has fixed that problem:

Bluetooth Pair

Bluetooth Reboot

Have a try.

Regards

Mark

[MrtLA]

Can't wait for the fix. It's now been almost a week that I haven't managed to sync my ionic with my Android after several restarts a day. It isbjuat not syncing anymore. I've had this issue since I got it and over time, it has gone worse. It used to sync at least on third restart but now it doesn't keen to matter what I do and I've been trying already hours per day. 😞