One day owner, with zero sync

[Msiegner]

Welp, finally decided to upgrade from my charge HR. Got my ionic out of the box last night, charged it fully and then synced it to my phone....followed by a half hour of waiting for a firmware update. Then it is time to try out all the bells and whistles. I got the clock face changed and connected my bluetooth headphones. Then decided I would work on music today. Strangely enough, I can no longer sync my watch to my phone. I start reviewing community posts and follow the prescribed fixes. Turnin on and off bluetooth did nothing, that in combination with restarting my watch did nothing. Yes, I even added in my phone to the restart process with no luck. Next I made my mistake. I forgot the ionic from the app...so I now have a 300 dollar paperweight that does less than my charge HR. I do not own a computer, I live the mobile device life, so unless there is another fix out there I will be returning this tomorrow. After being a Fitbit owner/user for about 8 years, maybe it is time to move on. 

[N8teGee]

Have you gone into your phones Bluetooth menu and also unpaired the Ionic from there? Once you've done that try setting it up again as a new device in the fitbit app. 

[wmchapman]

Now you have forgotten it from your bluetooth list (good move by the way), restart your Ionic by holding the left and bottom right buttons down together until the logo appears. Now turn your mobile completely off and restart - discovery should work anew no on your mobile, select your Ionic and you should be good-to go @Msiegner.  (Somewhere in the switch from bluetooth to Wi-fi (for music) and back again the pairing was confused)

[Msiegner]

Yes I have....It sees the watch, I enter the code, and it is endlessly trying to connect to the fitbit. 

I am running a iphone 6s with ios 10.3.3. 

[wmchapman]

Reset the watch with the left and bottom right buttons depressed for 10-15 secs - now your phone discovers it - you are about there...

[Msiegner]

Restarting the watch does nothing. Have repeated the steps. Turned off bluetooth and turned off the phone, restarted the watch and then turned back on the phone. Once again...endless wait after entering the set-up numbers 

[wmchapman]

on your mobile check the Ionic is also connected to your home wifi - it may have a firmware update to do, the initial one is 27 minutes (that you already have done) last weekends is 12 minutes at internet speed.

[Msiegner]

The ionic is not found by the app. I had it synced for the firmware updates yesterday, and two were installed. In the monster thread, it advised forgetting the watch out of the phone and the app. I now can’t even get the app to connect to the watch.  I just updated to IOS 11 in the case the firmware was geared towards that OS. 

[wmchapman]

May have missed a step, try once again in the order below.

Come back and let us know "where" in the procedure connection was made so we can adjust accordingly - sorry for your frustration; but thanks for your help!

a) Force quit the Fitbit app

If notifications aren’t working, force quit the Fitbit app and reopen it to sync your Ionic.

Notifications should work as expected after your device syncs. If they don't -

continue with the next task:

b) Reset Bluetooth

1. Turn off Bluetooth on your phone.
2. Wait 10 seconds, and then turn it back on.
3. Open the Fitbit app and pull down on App screen to sync your Ionic.

Notifications should work as expected after your device syncs. If they don't,

continue with the next task:

c) Restart your Fitbit device

1. Restart your device by simultaneously holding the left and lower right buttons until the logo appears
2. Open the Fitbit app to sync your Ionic.

Notifications should work as expected after your device syncs. If they don't,

continue with the next task:

d) Refresh notifications

1. From the Fitbit app dashboard, tap the Account icon:
2. ) now touch the Ionic icon.
3. Tap Notifications.
4. Turn off all notifications
5. Restart your phone.
6. Open the Fitbit app and turn notifications back on.

Notifications should work as expected after your device syncs. If they don't,

continue with the next task:

e) Set up notifications again

1. Tell your phone to "forget" your device, removing the connection between the phone and the Fitbit device. 
   1. On your phone, go to Settings > Bluetooth and find your Ionic in the list.
   2. Find an option to forget the device.
2. Open the Fitbit app and set up notifications again.

If you have verified no conversation App is open on your mobile (overrides notifications) and still no notifications, contact Customer Support and let them know you have followed the above steps.

[Msiegner]

This did not work, phone was still unable to associate the watch to the fitbit app. I just took this one step further and factory reset the watch. Going to attempt starting all over from scratch. Hate losing the 5 mile run I did this morning, and sleep data. But just want a watch that can at least connect to the phone. If this does not work I will be contactin customer support. 

[wmchapman]

Perfect, let us know so if factory reset and begin again needs to be added -pretty extreme;  but hey if it does work we'll need to add. Appreciate your effort

[Drew_Watkinson]

After factory reset and upon reopening the app is your old fitbit there? 

For me I turned off my Blaze and had no issues but was speaking to someone last night that fully had to remove their old tracker. 

[Msiegner]

Factory reset did work, and syncing seems fine now. Turned off all-day sync, since so many people have had issues with it. 

[wmchapman]

Whew, great detective work @Msiegner

I too do not use all day sync - I hate taking my tracker off to charge so go for max-life.

It's so easy to just touch and pull down on the mobiles App screen anyway, all day sync seems redundant.

[Msiegner]

Well, it made it less than 12 hours, and after going through all troubleshooting steps...once again unable to get it to sync. Ultimate frustration here.  It keeps getting a handshake with the watch and then just stopping. 

[tobingj]

https://community.fitbit.com/t5/Surge/My-surge-will-not-find-my-new-phone/m-p/1692126#M60274

12 months ago- i gave up.  Samsung s4 wouldnt stay synched. I have a wrok around that i synch with my laptop and it then gives me 2-3 phone synch till it gets tired and forgets the connection again . 

Boggle.

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[Msiegner · Accepted solution]

Well I returned the watch and went back to my charge HR...maybe they will eventually get this problem fixed, but this watch isn’t where it needs to be unfortunately. Its a shame since I really wanted it to work.