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

[Nobblytanner]

I think this community needs to make it clear to the (very polite) Fitbit Support Team that daily reboots of Fitbit and/or app is not an acceptable situation, and should not be seen as a troubleshooting "solution".

Once in a while, this makes total sense, but way too many users are experiencing this as a daily or even multi-daily occurrence.

When I reported this to the team, I was encouraged by them to think that if I have found a way to fix the syncing problem (daily reboots) that's the way to manage the problem.

No - all it does is temporarily hide a fundamental flaw of a product that is not fit for purpose.

It's so depressing to see Fitbit Support still talking about case-by-case support plans. This is a systemic issue. 

[Lopemon]

@Nobblytanner You are absolutely right! I got a replacement (under my shops warranty) and I can tell that the replaced Ionic is working since more than a month now without any issues. Compared to the troubles I had with the previous one rebooting, reseting and other troubleshoots every day it's a completely different product. It is a faulty product that some of us have got and Fitbit support should accept that as soon as possible! It harms their brand image – the longer they try to put that on the users.

[Natalja]

After couple of weeks of communicating with fitbit support via forum and newsletters, explanations,screenshots and even video proof, fitbit finally agreed to replace my glitchy fitbit with new one. So I am going to send it as soon as I get clarification about how exactly should I send it, with band or without.

I am very happy about that. I was feeling very desparate, because I could get it synced after restarts and sometimes after dozen attempts to sync it, but still it was syncing once-twice a day. And this was kinda reasonable reason to put off replacement process until it stucks completely.

So everyone, do not put your hands down after you have tried everything, get together your proofs and reasons and demand properly working gadget!

[ScottKilbo]

After almost a week of communication with Fitbit regarding my glitchy Ionic, I've been denied a replacement because it is "working as it should".  I will admit that has gotten better since the last couple of app updates, but it still won't sync on demand and the notifications rarely work.  I was told that my Note 8 is not on the list of devices for which all functionality has been tested.  I'm not buying that one of the newest phones from arguably the biggest phone manufacturer in the world hasn't been tested and isn't fully supported.  They also told  me that having any other bluetooth devices connected might cause problems.  I don't have any other bluetooth devices connected, but that statement is ridiculous.  Most people have all sorts of bluetooth devices connected because that's the functionality of most phones and most devices that work with phones.  In order to have the privilege of having a Fitbit device, they want you to cripple the capabilities of your phone.  It's either everything else, or it's Fitbit.  That's one of the dumbest things that I've ever heard and how Fitbit isn't embarrassed every single time they're forced to say that is beyond me.

So my choices now are either to just live with it, or toss it in a drawer and call it a loss.  Unless your device doesn't work at all, you're on your own.  Fitbit does not have your back.  If the device can sometimes sync on its own, but no other functionality works, it's good enough for them.

Best of luck.

[Behive]

@blazer_1789 That’s exactly what happened to me. 

After that I contacted Fitbit support, spent 6 days going back and forth and finally they asked me to return it.  I sent it back on Friday and am now awaiting a replacement hopefully.  

Contact support and persevere, it’s definitely a hardware fault with the early release ionic and it does not perform as it should.   

[ScottKilbo]

So, this thread seems to have quieted down.

I have noticed that the latest software and firmware updates seem to have fixed many issues that I was having.  My Fitbit is syncing many times per day now and I can usually get it to sync manually, when needed.  The thing is, I don't seem to need to do that anymore because every time I look at the app, it seems like it synced five or ten minutes prior.  It's a definite improvement.  I've also noticed that I am not getting blank white screens when trying to view my devices in the app and that notifications seem to be working much better.

I'm pretty much out of complaints.  Everything seems to be working pretty much as it should.

Is everyone else seeing similar results?

[SunsetRunner]

When did you do your last update on your tracker? I also noticed things have quieted down too. I just have not had the time to fool with it and continue my contact with customer service via Tweeter to resolve my problems. The weather app is so inconsistent , it works, then it doesn’t and I have not done anything. I am still considering purchasing another company’s device.

I too, would like to know if people are seeing improvements.

Thanks

[Natalja]

I sent my device to fitbit return center last week. They promised to replace it as soon as they recieve it.

So I'm waiting. I want to compare  how competely new device behave comparing to my old one, especially with my Android phone, that fitbit does not include in supported devices list. It was working fine before.

What firmware versions do you have?

[Nobblytanner]

Like @Natalja, I sent my Ionic back this week - I had just had enough of putting up with its failings.

That said, I've encouraged to hear of firmware updates maybe finally fixing the sync issues - let's hope that works permanently for all users.

I'm disappointed though that it's taken since October (9 months!) to get to that point. For a big global provider like Fitbit, I don't think that is anywhere near good enough. It's more like Pebble, who they bought of course - whose own (great) product was brought to its knees by syncing failures.

[Behive]

@Natalja I sent my ionic back to Fitbit two weeks ago and had confirmation and signature proof of delivery 8 days ago. Whilst they acknowledge having received it they asked me to give them 5 days to enable their warehouse to confirm before sending me a replacement.  So for the past couple of days I have continued to emailed them to be told another 24hrs.

So Today (8 days after delivery) they say they have lost it but have agreed to send out a replacement.  So now I’m waiting form my replacement which I’m told will take anywhere between 5-7. So with practically 1 month without my ionic, I cant wait to have it back and for the new one to perform as i expected it to when I purchased it 

[Natalja]

Fitbit owns pebble? Omg, i was thinking buying it for present for my husband, because it looks more like fashion bracelet and looks fine with classic watch. Now I doubt. Btw he had wthings watch before, it was worst experience you may imagine. Looks classy, but tracking is total failure.

I wear my old first gen alta since i sent ionic back, and it works like swiss watch. Perfect Syncing. I also have fitbit surge, that was replaced after syncing issue, and suppose to work fine, but prefer alta now.

If i continue experience syncing issues with ionic replacement, I will consieder buying apple product after fitbit 2 year warranty ends. 

[Behive]

@Natalja Exactly. It just felt like they were stalling every syep of the way. I even had to send them a copy of the signature from their end to get them to admit they had received it. 

Even now they have come back asking me to confirm my “ionic’s pebble colour” before they send the replacement   I don’t even know what that means but am assuming it’s the main colour. Eg. Charcoal 

[SantiR]

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

If you haven't done already please check if you are using a compatible device. If you are, please follow these syncing troubleshooting steps to sort this out.

Also, I wanted to inform that a new firmware version for Fitbit Ionic started to roll out. This is a progressive roll out so if you haven't gotten it already you should in the following days. Please make sure to update Ionic once available. This version includes some fixes. Check more details about it here. 

Hope this helps. Keep me posted! 

[Sguser]

For those who have returned their ionic, how long does it takes to receive the replacement? Does the replacement work as it should be?

[Behive]

@Sguser it took two weeks of discussion before they agreed to replace. I returned mine on 25th May and it was delivered to them on 29th. My replacement was sent two days ago and is currently in transit.  Hopefully I’ll receive it early next week and can’t wait to have the fully functioning watch I thought I’d purchased. 

[kopykat]

I returned my Ionic 10 days ago. the VERY slow Smart post delivered it early last week.  Monday they told me it would take up to 5 business days to confirm they got it. they confirmed it in 3 and shipped me out a new one. it should be here Monday.

I may never know how good the replacement works though because I've decided to switch to Apple Watch, mostly because I'm extremely disappointed in Fitbit's customer service.

[Natalja]

I got newsletter that my ionic was delivered on Thursday. I sent email with question to Fitbit support on Friday. No reply. I am not surprised.

[Blackcomb]

Hi

I have received the update.  Phone and watch are both updated, and the Bluetooth syncing issues are worse than ever.

I have re-installed, rebooted, re-linked, Re....everything and the sync never happens unless I keep stopping and restarting Bluetooth on the phone (Samsung S8)..  After a while I do sometimes manage a sync, then 2 minutes later, its dropped the connection again and we are back to the red exclamation mark.  For the price of this watch, this really is not acceptable.

When will Fitbit sort out the sync issues once and for all.

I am losing faith in Fitbit...

[Natalja]

@Blackcomb Welcome to the club. Try Fitbit support. They will advice you to re-do everything you have tried already, and then they may tell you that it is your phone glitching. Btw did you make sure your phone`s Bluetooth really works perfectly and not many gadgets connected besides ionic? You may also try to sync it with someone else’s phone to compare how it behaves with other devices before you are really sure it is your ionic gone mad, then claim your replacement.

[Behive]

Yes @Blackcomb as @Natalja has said try everything you can and then be prepared to do it all again when you contact support. (They have their check lists to work through) but preserve and don’t be put off.