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

[dgg112]

"If you can get a refund, go that route.  Get as far away from this train wreck as possible.  I wish I had that option."

Ok you twisted my arm!! I received my first Ionic about 3 weeks ago, couldn't get it to download the update and syncing was hit and miss.  I figured it had to be that particular watch so sent it back for an exchange. Now I've had this one for about a week and I feel like all I've done is work with it trying to get it to work. Today I've probably restarted my phone, the watch, my bluetooth a hundred times and reset to factory default at least once.  Right now I'm just watching the little wheel turning and it says it's downloading, yeah right!! All day?? Looks like this has been a problem since it came out and they still haven't fixed it. I loved the extras it offered, but I guess I'll go back to my Surge, it's big and ugly (the band got bubbles in it) but at least it works!! 

[ScottKilbo]

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@dgg112wrote:

"If you can get a refund, go that route.  Get as far away from this train wreck as possible.  I wish I had that option."

Ok you twisted my arm!! I received my first Ionic about 3 weeks ago, couldn't get it to download the update and syncing was hit and miss.  I figured it had to be that particular watch so sent it back for an exchange. Now I've had this one for about a week and I feel like all I've done is work with it trying to get it to work. Today I've probably restarted my phone, the watch, my bluetooth a hundred times and reset to factory default at least once.  Right now I'm just watching the little wheel turning and it says it's downloading, yeah right!! All day?? Looks like this has been a problem since it came out and they still haven't fixed it. I loved the extras it offered, but I guess I'll go back to my Surge, it's big and ugly (the band got bubbles in it) but at least it works!! 

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Yea.  That was the Surge's fatal flaw - the band.  My wife went through three of them before we moved on to the Ionic.  Each time, Fitbit sent her a "new" watch.  The last time, because she was out of warranty, I had to fight them on it.  It wasn't just the band, but the GPS antenna stopped working as well.  The Surge was not an attractively designed thing for sure, but it worked better than the Ionic.

[StewartH]

Just for your information,  I found a way but I don't like it for my issue where I totally lost syncing after installing the latest update.

1. On Ionic - went to settings select About and selected Factory Reset.   

2. I struggle to make this work using my Android

3. So I installed Windows 10 App and was finally able to get the device Pair and updated 

4. Android device is running and it appears I am running on older version of OS on watch. 

now my big concern is the same problem going to happen if I update new version of OS on watch.  I think I am going to wait until Fitbit mentions they fit it - what was most important is that it record my sleep from last night.

[joyceedep]

I am curious if anyone else that is having sync issues has a passcode on their Fitbit iconic?

i received the replacement device from Amazon yesterday. (Fitbit's customer service and handling of this issue is terrible!) Anyways... I did not set a device passcode and so far I have not had any problems syncing.  I had suspected that the passcode was contributing to my syncing issues.  The problem was that the device would not stay synced long enough to remove the passcode.  

Im not going to add the passcode to the new device until Fitbit resolves the syncing issues.  

I find in’s it strange that no one from Fitbit has commented on the problem and that their customer service (which is only available outside of the US) is incompetent to handle or resolve the problem.  Major Fitbit disappointment!

Moderator Edit: Format

[Case1332]

Thank you, that fixed my issue! 

[JoernHamburg]

Another Solution. Maybe worth for others.

I own an Nokia 8 with Android 8.1, March Security Updates

and also sometimes have strange sync problems.

I see the Ionic is then Bluetooth Paired to my Smartphone.

In the Bluetooth Settings of the Smartphone, just delete the Ionic.

And Voila, all of a sudden sync (and Updating the Ionic to OS2 ...) works like a charm.

cheers Jörn

btw. after some time the Bluetooth pair might come up again.

delete it, again.

So, if the smartphone has problems syncing, delete the Bluetooth pair to the Ionic.

[SantiR]

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

Please make sure you are using a compatible mobile device or a computer. 

If you are, please check if you have updated Ionic to its latest version. 

If you have, please proceed and try all of the syncing troubleshooting steps found on this helpful article.

Also, do you delete Ionic from Bluetooth? and are you using a PIN code on Ionic? Have you tried disabling it?

If you keep experiencing the same; the best thing to do is to contact customer support for further assistance. I can help you contact customer support if needed, just let me know.

Keep me posted! 

[bfel71]

I don't believe Ionic will last since they are pushing the new device already. It's cheaper than ionic and has more features. I'm beginning to feel like ionic was for suckers who wanted more features, like waterproof, before they released the next thing. All they are doing is losing customer faith and forcing me to waste my time trying to fix something and now shop for a different brand 

[ScottKilbo]

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@bfel71wrote:

I don't believe Ionic will last since they are pushing the new device already. It's cheaper than ionic and has more features. I'm beginning to feel like ionic was for suckers who wanted more features, like waterproof, before they released the next thing. All they are doing is losing customer faith and forcing me to waste my time trying to fix something and now shop for a different brand 

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The new device does not have GPS, and that's a deal killer for me.  I wouldn't have bought it if it didn't have GPS.  I didn't buy the Blaze, because it didn't have GPS (except that dumb phone to watch GPS thins).  I need that GPS.  Now it's not a great or particularly accurate GPS, but it is GPS.

[Marauder2]

The Ionic acts the same as my old Blaze.

It takes me 30-40 minutes of continually hitting the sync button in the app, restart the phone and fitbit, and eventually it syncs. If I leave it connected to have wifi connection for my Hue app, after a certain time it stops syncing and I lose connection. If I leave my phone on one floor and come back, it's disconnected and then I have to go through the long process to sync.

It's frustrating but I usually only sync every few days. What is annoying is that I can't use ANY of the apps that need wifi like weather, Philips Hue, etc because you need to be connected to the phone to use them, even though the watch has its own wifi, and the connection/sync is so difficult.

[joyceedep]

I appreciate that you are NOW taking note of this issue. 

I no no longer have issues with my NEW iconic. Whereas before I literally was not able to sync without spending a great deal of time turning off phone and iconic. And even still that only lasted for one sync, once I finally got the sync done. 

I believe the issue is directly related to the passcode. On my old device I was not able to delete my passcode. I kept getting an error 19. I did not add the passcode to my new device pending Fitbit determining and correcting the problem. 

Note that according to the iconic description the passcode should only come up when you remove your watch from your wrist and when you use a credit card. That was not actually what was occurring.  I had to enter my passcode to see what time it was with my phone on my wrist.  There was no way to use my iconic without entering the passcode for each tap or button. Something was/is definitely hinky with passcode. 

Your response here to contact customer service is pointless.  I spent several sessions with customer service and technical support.  Although the first person was able to sync my phone and iconic I lost ALL of my data since December. The only way for us to remove my passcode was to factory reset my iconic. After that I went back to the same frustration of syncing.  Turning off phone. Turning off iconic. Deleting iconic from Bluetooth. Re-adding WiFi network and password. So ridiculous the amount of time wasted. And since I had unknowingly reinput my passcode, I was again not able to delete it.  I learned the hard way not to add the passcode. 

It it would be helpful if you contacted customer service and provided them the details of the community concerns.  It seems like there are words if appeasement but nothing being done to resolve the problem. I don’t feel that a 300.00 watch should be in beta testing when it is sold. These issues should have been corrected before the watch went to market.  We should be compensated for our troubles.   And Fitbit should bring their customer service to the United States.  Shameful. 

[Nottechy]

Since the uodate last week my Iconic won't sync, so what do I do? I be turned it off and back off last night and it synced tried today no luck and now can't turn off the iconic help I really like my iconic.

[Kelvinator]

Is this a problem with Android or Apple?

[Kwstreet]

Both for me

Sent from my iPhone

[joyceedep]

I use an Apple but I have read people with android have issues also.

Joyce 😄

Sent from my iPhone; please do not judge me by my poor typing skills on small devices or my small device's enthusiastic, yet less than accurate, corrections.

[ScottKilbo]

I'm on Android.  I have a Note 8 with latest Android updates.  My watch and app are the latest and greatest.  My phone is on their supported list.

Syncing on this thing is beyond worthless and support has nothing to offer but temporary workarounds that don't really work.  After the latest firmware and software updates and their lack of a fix, I'm really losing faith that this thing will ever be fixed.

[Pyrialle]

I was told by phone support that Fitbit does not support the Note 8. Which is absurd because the phone came out a year ago.

[Pyrialle]

Hi Santi - my phone, an Android Samsung Note 8, is not working with the Fitbit Ionic for the same reasons everyone else has been posting about here. It will not sync. I have called customer support. Did factory reset and it worked for a day before it quits working again. Also, my Ionic is randomly vibrating but showing zero notifications. Draining the battery. When can we expect this CLEARLY widespread PROBLEM to be corrected? These devices cost way too much money for them to not be working properly for so many.

[ScottKilbo]

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@Pyriallewrote:

I was told by phone support that Fitbit does not support the Note 8. Which is absurd because the phone came out a year ago.

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Year ago?  It came out in the middle of September.  It's a little over six months old  I went to this page:

https://www.fitbit.com/dk/devices

I typed in Samsung Galaxy Note 8.  It claims that it is supported.  If this thing doesn't support the Note 8, what does it support?  It's one of the most current flagship phones available.

I think that someone either lied to you, or was just so badly misinformed that they probably should be doing another job entirely.

[ScottKilbo]

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@Pyriallewrote:

Hi Santi - my phone, an Android Samsung Note 8, is not working with the Fitbit Ionic for the same reasons everyone else has been posting about here. It will not sync. I have called customer support. Did factory reset and it worked for a day before it quits working again. Also, my Ionic is randomly vibrating but showing zero notifications. Draining the battery. When can we expect this CLEARLY widespread PROBLEM to be corrected? These devices cost way too much money for them to not be working properly for so many.

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My feeling is that if they haven't fixed it by now, they either have no intention of fixing it, or they would like to, but just can't figure it out.  I've also seen speculation floating around here that the hardware is incompatible and that there's nothing that they can do about it.