Partial Sync - Not Able to Sync

[dhender02]

I’ve only had my Ionic less than 3 weeks and 3 days ago I was not able to sync at all with my Android device (Blackberry Keyone). I called FitBit support, they had me remove the Ionic from my phone’s Bluetooth list of paired devices and restart my Ionic (hold left and bottom right buttons simultaneously).  It did sync afterwards.  However, I was told since my phone wasn’t on their list of recommended devices it may have issues occasionally syncing, so when I have syncing issues drop the Bluetooth and restart Ionic just as we did, and it may clear up.  Two days later it stopped syncing again.  But this time the syncing issue was different, instead of not syncing completely it appeared to be a “partial” sync--syncing locally but not passing the data to the FitBit database in the sky.  Basically, the number of steps on the Ionic were updated in the app, but not reflected in my step totals for Challenges.  In addition, the “Date of last sync” wasn’t getting updated. I did the drop Bluetooth and reset Ionic trick several times with no success.  I even downloaded the FitBit app to my iPod Touch 6th generation (which is on the list of recommended devices) and still getting a “partial” sync.  I called FitBit support again, they want to do the nuclear option to reset my Ionic to the manufacture’s default which may lose my steps for today.  So the first week I have a chance to beat my buddies in a challenge FitBit wants me to lose my steps for today….arrrrrgh!!    Before I take the nuclear option, do any of you have any suggestions?

Moderator Edit: Format/Subject for Clarity

[SunsetRunner]

Unfortunately, when using a device not on the approved list, all sorts of of anomalies may occur.  I agree that the only step left for you is a Factory Reset and that may or may not solve your problems. Considering the troubles you have already had, I am pessimistic that you will ever get it to work 100%. If you bought it direct from FitBit,  you have 45 days to return it for a full refund.

[dhender02]

Thanks for your input.  The exact thing happens while sync with my iPod Touch, an approved device, doesn't appear to be device related.

Thanks again.

Moderator Edit: Format

[SunsetRunner]

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[SantiR]

@dhender02 Welcome to the Fitbit family! Thanks for contacting support and for trying those troubleshooting steps in order to sort this out. Are you still experiencing the same?

It is strange that you are having syncing difficulties while using the iPod Touch 6th Gen as it is a supported device. Please make sure the OS version you have on it is iOS 8 or newer.

Also, there are a couple more workarounds you can try to get it to sync other than removing it from Bluetooth and restarting Ionic. Please check this helpful article for more details on this. Try all of the steps there.

As you already know, the Blackberry phone is not supported so any anomalies you may experience with it will be due to that, just as customer support informed.

@SunsetRunner Thanks for your awesome help on this thread! 

Hope this helps. Keep me posted! 

[dhender02]

I worked with customer support for about an hour on Saturday morning.  We tried a lot of different things to get it to sync with my iPod Touch 6th generation without doing a manufacture reset.  BTW, my iPod Touch was up to date on the latest software update, iOS 11.2.6.  In any case everything we tried did not work, basically it still sync locally but never completed the sync process.

We finally had to do a manufacturer reset which eventually resolved the issue.  BTW, it took several tries to get the manufacturer reset to take, keyed the PIN number countless times in the FitBit app on my iPOD Touch..  Thanks!

Moderator Edit: Format

[SunsetRunner]

It's been a PIA, I know, but we're glad to hear you persevered and got it to working.

[LLaMona]

I am having the same issue, partial syncing. I have also done the restart process. I have iPhone 8.  Had this issue previously and thought it was a WiFi issue. I was not on my home WiFi. Today it is doing the partial syncing thing again. It corrected itself once I returned home. This is annoying as I have only had this Ionic since Dec.  the less expensive FitBit I have had never gave me any problems!!!!! I guess I may need to contact FitBit.

[dhender02]

BTW, being on my home WiFi didn't clear it up, however the Factory Rest did.  I'm curious to see if it lasts.

[LLaMona]

Please share if the factory reset continues to work after a couple of days or a week.  Just curious.

[mostau]

These kinds of issues usually happen to me when my mobile phone is actively connected to another Bluetooth device (i.e. most of the time).  What usually works for me is to turn off the other Bluetooth device (usually a headset) and sometimes reboot my phone.  Syncing takes longer than when it fails and updates successfully.  Good luck.

[dhender02]

Yes factory reset worked.  

[SantiR]

@dhender02 Thanks for your reply and for sharing your experience. I'm glad customer support was able to help you out with this. Thanks for sharing the workaround that helped you out.

@LLaMona Welcome to the Fitbit family! Thanks for performing the restart in order to sort this out. I'd recommend trying the other troubleshooting steps shown on this helpful article if this persists to happen.

If nothing helps, you can always try the factory reset that helped other users above. To do this go to the Settings app on your Ionic and select "About". Then, select "Factory Reset'. 

@mostau I hope you're doing well! Thanks for sharing your experience on this thread. I'm sure your post will be useful for other users too! 

Keep me posted! 

[Stonedmango]

I am in the exact same boat. I've had my Ionic for 3 days. I have unpaired and paired again and again. Now I am getting a partial sync.

$300 worth of product to sit and struggle like this??? I would rather just go back to my Flex2 and be happy. It's beyond pathetic that we have to struggle with this...

[mitchegm]

Also, make sure that you are not using a VPN on your smartphone.  I was and fitbit blocked my VPN IP address.  Once I turned off VPN, it worked great.

[SantiR]

@mitchegm Welcome to the Fitbit forums! I appreciate you taking the time to post this important information regarding VPN.

I'm sure this information will be very helpful for a lot of users experiencing similar situations. Thanks for your contribution.

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!