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Not Able to Sync Ionic

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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

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I received the Ionic for Christmas and have had lots of connectivity issues. I've done the hard factory resets, remove and reinstalls. Shutdowns on both the device and the phone. It's intermittent when it connects to the Bluetooth and/ or the app. Super frustrating when you are used to the watch letting you know when a call is coming in, etc. and all of a sudden, it's not connected and I cannot get it reconnected. 

The device connects just fine with the Flyer headphones and the ability to listen to Pandora on the run is a great feature but the connectivity issues are bothersome.

I have an iPhone but I never had an issue with the Blaze so this is unfortunate. I'm to the point where I am debating returning the device and going back to the Blaze. 

Is there a fix in site for this issue?

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@Slampewrote:

I received the Ionic for Christmas and have had lots of connectivity issues. I've done the hard factory resets, remove and reinstalls. Shutdowns on both the device and the phone. It's intermittent when it connects to the Bluetooth and/ or the app. Super frustrating when you are used to the watch letting you know when a call is coming in, etc. and all of a sudden, it's not connected and I cannot get it reconnected. 

The device connects just fine with the Flyer headphones and the ability to listen to Pandora on the run is a great feature but the connectivity issues are bothersome.

I have an iPhone but I never had an issue with the Blaze so this is unfortunate. I'm to the point where I am debating returning the device and going back to the Blaze. 

Is there a fix in site for this issue?


Nope.  No fix.  Just everything you've tried, and it is just a bandaid.  I don't know if Fitbit actually has any idea what's causing it.  They're certainly not talking about it if they do.  If you are still within your return period, it'd probably be best to just return it and go back to what works.  I wish that I'd returned mine, but that's no longer an option.

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Glad I returned mine. I had two, both had the same issues. Not syncing at all.

Paperweight.

Sent from my iPhone
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I believe they are working on it. But totally agree with all those problems. I have reset at present and am connected but have no faith that it will last more than two weeks.

Sent from Robyn Nast/Hinchcliffe
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Syncing is spotty at best.  I've tried all the different suggestions, it rolling the dice.  Sometimes it syncs, sometimes it doesn't.  Pretty unbelievable.

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Yeah, I wrote a quick bit about "admitting fault", earlier in this thread.

As someone who's worked on the h/w-s/w engineering boundary for most of life, I'm fairly certain they know what's going on (obviously nothing is for sure, it could be ultra-elusive, but I doubt it, given the repro-ability we've seen just on the forums).

They can do Bluetooth traces, they have the filter devices, the whole bit, I'm sure, as an OEM of any BT device would.  

 

The problem is, say it's in the BT chipset firmware itself, what exactly are they going to do?  I suspect if that's the case, they'll continue on the current "path", until a newer device comes out, to over-shadow things.

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@PeteG-1wrote:

Yeah, I wrote a quick bit about "admitting fault", earlier in this thread.

As someone who's worked on the h/w-s/w engineering boundary for most of life, I'm fairly certain they know what's going on (obviously nothing is for sure, it could be ultra-elusive, but I doubt it, given the repro-ability we've seen just on the forums).

They can do Bluetooth traces, they have the filter devices, the whole bit, I'm sure, as an OEM of any BT device would.  

 

The problem is, say it's in the BT chipset firmware itself, what exactly are they going to do?  I suspect if that's the case, they'll continue on the current "path", until a newer device comes out, to over-shadow things.


Well, the right thing to do would be to recall the device and refund or replace with a fixed model.  The absolute wrong thing to do...  The crappy thing to do, is to continue to sell a device that they know is bad at best and terrible and non-functional at worst.  I hope that people with issues post negative reviews and ride their collective asses about this, until they do the right thing.

But I suspect that they will never do the right thing.  They were forced to recall the Force, because it was actually injuring people.  I suspect that they don't consider poor function of a $250 (US) device to be a recall worth event.

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The android app (2.66 ) does not even mention the ionic in the first ''wireless syncing'' line, so i assume they are very aware of the problem. Also, i think this ionic is returned a lot, since it does not have the basic smartwatch functions.

I think this is a company in trouble, looking how this new model is launched, and how they handle this issue.

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Yeah, @ScottKilbo, agreed, that'd be the absolute right thing to do, my first reaction too.

Maybe they'll pull through, and do something like this, it'd do a lot towards their popularity and customer base, if they can afford the economics of it. I wonder too, if they're struggling, based on the lack of reaction to this...

As a "backup" though, it seems like they should be trying to "meet in the middle", somewhere, at least say they investigating some "reports of sync problems", or something, rather than just referring to useless boilerplate. This would give people some measure of confidence, without really admitting fault (this is a fine line, obviously).

I wrote my review, on the site where my wife purchased it for XMas; I was fair, *but* honest, it's an awesome concept device, but without connectivity, it's not very useful for the intended purpose.

 

Now I gotta' go look up the "Force" model issues, interesting, that was before I was wearing a band at all (moving to the band from HR belts for many years, done bike racing, but want to keep an "overall eye", and the band is handy, for rest-day walks too).

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@DIKKEwrote:

The android app (2.66 ) does not even mention the ionic in the first ''wireless syncing'' line, so i assume they are very aware of the problem. Also, i think this ionic is returned a lot, since it does not have the basic smartwatch functions.

I think this is a company in trouble, looking how this new model is launched, and how they handle this issue.


@DIKKEHmm, that is weird (didn't realize, just read the release-notes), do you know if they had mentioned this, in previous "dot updates"?

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well,PeteG-1, that is a bit hard to find out, since the versions before are replaced 🙂 But is shows the FB dep. is aware of the issues.

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@DIKKEwrote:

well,PeteG-1, that is a bit hard to find out, since the versions before are replaced 🙂 But is shows the FB dep. is aware of the issues.


@DIKKEYeah, there are plenty of repositories that store the versions, but finding the "version text history" is tough, I bet it's buried, cached somewhere, maybe...

Weird to just "exclude" it though, that's gotta' really make owners uneasy, and give the reviewers "fodder" for updates.

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Yep I reckon the will come up with a Ionic Series 2 and we will be stuck with this one that has never worked properly.

Sent from Robyn Nast/Hinchcliffe
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@PeteG-1wrote:

Yeah, @ScottKilbo, agreed, that'd be the absolute right thing to do, my first reaction too.

Maybe they'll pull through, and do something like this, it'd do a lot towards their popularity and customer base, if they can afford the economics of it. I wonder too, if they're struggling, based on the lack of reaction to this...

As a "backup" though, it seems like they should be trying to "meet in the middle", somewhere, at least say they investigating some "reports of sync problems", or something, rather than just referring to useless boilerplate. This would give people some measure of confidence, without really admitting fault (this is a fine line, obviously).

I wrote my review, on the site where my wife purchased it for XMas; I was fair, *but* honest, it's an awesome concept device, but without connectivity, it's not very useful for the intended purpose.

 

Now I gotta' go look up the "Force" model issues, interesting, that was before I was wearing a band at all (moving to the band from HR belts for many years, done bike racing, but want to keep an "overall eye", and the band is handy, for rest-day walks too).


Yea.  It's an insult for them to give us useless workarounds that might work short term, but are not the fix to the problem.  And those workarounds never did a thing for me or many others.  They're not different than many other companies that refuse to even acknowledge their problems.  Fitbit should be careful, though.  They don't have the staying power of a company like Apple or Samsung.  Between all of the surge problems with the bands and this, they might be killing themselves.

 

If I recall correctly, the force had nickel in the band and there were people with nickel allergies getting burns on their wrists.  They had no choice but to recall it because it was a health and safety issue.

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@ScottKilbowrote:

@PeteG-1wrote:

Yeah, @ScottKilbo, agreed, that'd be the absolute right thing to do, my first reaction too.

 

...

Yea.  It's an insult for them to give us useless workarounds that might work short term, but are not the fix to the problem.  And those workarounds never did a thing for me or many others.  They're not different than many other companies that refuse to even acknowledge their problems.  Fitbit should be careful, though.  They don't have the staying power of a company like Apple or Samsung.  Between all of the surge problems with the bands and this, they might be killing themselves.

 

If I recall correctly, the force had nickel in the band and there were people with nickel allergies getting burns on their wrists.  They had no choice but to recall it because it was a health and safety issue.


Yep, well put, and the responses reflect that, people are really insulted/irritated.

The "fault" thing is a very tricky line, but they could at least say they're investigating some reports, I don't think that would put them in such a "bind", necessarily.

 

Interesting on the nickel.  I think pretty much all stainless has some nickel, although the types with higher corrosion-resistance have higher alloys of nickel and chromium.  Perhaps they were using one of these, for some odd reason, and most OEMs use the lower percentage stuff.

I'm a stainless/titanium fiend, still riding my fast Ti bikes, and prefer as much stainless and Ti hardware, whenever I can get it.  Both are awesome, as long as the design is sufficient, they can last an inordinate amount of time.

I just put one of my Ti bikes "away" two years ago, my first Ti cross/winter frame, from the mid-90's, repairing the crack was going to be close to its worth, and who knows what was coming next.  It had 19.5 years, and somewhere in the 225,000-250,000 miles range on it, so it wasn't like I felt gyped, even though my "lifetime warranty" claim got denied (regular wear-tear, yeah...).

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Since i'm now trying to find out where the problem is, i got a amazfit pebble clone. 3 weeks batt life, and also running on Bluetooth 4.0 BLE . Same android 6 CAT phone, and everything works like a charm. Mail, WA, Txt, phone, the whole notifications part simply works.

 

Conclusion, it's the ionic itself, or FB is using the old app that suits all FB models, but maybe nog the ionic. Something is def wrong on the hardware side.

 

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I called Fitbit and they had me change some settings and now my notifications are working!  I am excited because I love the watch and now that the notifications work it is great.  

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I gave up yesterday and under warranty got a New Ionic. I am prepared to give them another try. Then I noticed whilst setting up that there was a new update to the watch and App which I think my make a difference.

This morning got an email from FB telling me if the updates and that my case had gone to the highest support level which is good to know that FB are aware of these issues.

Hope the problem is fixed as I do love the Ionic when all is working.

Sent from Robyn Nast/Hinchcliffe
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The solution provided for syncing issues doesn't work. 

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Well, I spoke too soon.  The fix worked for 1 day.  It doesn't give me notifications again!  I am about to give up and go to a different watch.  I am going to try 1 more time calling them tonight, and then the watch goes back to Amazon.  

 

 

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