RESOLVED: Ionic Syncing Issues

[CarlosCFitbit]

Update: The issue resulting in syncing trouble for Ionic users has been resolved. If you're still having trouble with syncing, please check the steps in this article.

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Good morning Fitbit Ionic users! Thanks for flagging the syncing issue with Ionic. Our engineering team became aware of an issue that affects syncing for some Ionic users. We are making progress on a retroactive fix for this and look forward to resolving this as soon as possible. 

If you'd rather not wait for the system updates, you can use the following workaround:

1. Go to your phone's Bluetooth Settings and remove Ionic from the list of Bluetooth devices
2. Open the Fitbit app and remove Ionic from your Fitbit account (Account>Ionic>Remove) 
3. Next, setup your Ionic watch again 

For those of you who don't have time to try the workaround, rest assured that our team will fix this issue.

Don't let this bump in the road get in the way of reaching your health goals for the day! I will keep this thread updated with the latest.

Appreciate your patience, everyone!

[Teecee17]

Yes, I had the same issue and was not able to resolve on two different iPhones.

Sent from my iPhone

[Teecee17]

I had the same issue. The watch is not staying connected to the app.

Sent from my iPhone

[Donnamt16]

so relieved I do not have to go through the set up process again today. thankyou fitbit

weirdly although my fitbit is now syncing with my phone it is not showing up in my bluetooth list of paired devices or in the available devices list. is the fix allowing them to sync through wifi instead of bluetooth?

[N8teGee]

They haven't issued any updates though, not to the Ionic nor the app. Whatever they have done seems to have been server side. 

[Donnamt16]

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@N8teGee wrote:

They haven't issued any updates though, not to the Ionic nor the app. Whatever they have done seems to have been server side. 

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yes I think I was incorrectly blaming the update and it was just a coincidence after all.

a few months ago there was a day when my app couldn't log on, and then not long ago the sleep app stopped working, there were never updates but as soon as they knew there was an issue it was fixed within 24 hours.

[N8teGee]

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@Donnamt16 wrote:

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@N8teGee wrote:

They haven't issued any updates though, not to the Ionic nor the app. Whatever they have done seems to have been server side. 

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yes I think I was incorrectly blaming the update and it was just a coincidence after all.

a few months ago there was a day when my app couldn't log on, and then not long ago the sleep app stopped working, there were never updates but as soon as they knew there was an issue it was fixed within 24 hours.

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It's strange, I'm sure we will never find out what the issue or fix was. At least it seems to be working now, so fingers crossed it stays like that. 

[Crazy-Fritter]

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@minigno wrote:

I updated right before bed last night when the latest update came out...haven't had a problem yet.  I'm sorry for all of you that have, that is very frustrating.  I agree that an inability to sync is definitely a no go, and it makes me sad since when this is working (like it has for me) it's such a great product.

I really hope they fix this before official release.  I know that will be little comfort for those who have preordered and are having major problems, but if they have this fixed by then (assuming it is indeed software issues), at least it wouldn't be much longer.

If they don't fix these issues by then, and especially if they are widespread, fitbit is going to have a major headache, and in turn, so will we, the users.

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If these problems aren't cleared up before the official public retail release, a major headache will be the least of our concerns.

[mattdwyerva]

My ionic would not sync to my Pixel phone this AM.   I deleted from Bluetooth, deleted in app, added device again. 

It did sync, throwing out sleep data prior to midnight at first, but later added that back (?).   So, still not working, and initially missing data.   Notifications have never worked for Gmail, only texts.   

Not good.

[camperguy01]

Thanks for communicating Carlos - this is turning out to be a frustrating experience for a lot of users and the knowing that Fitbit is aware and working on the issue helps.

That being said - what you posted as a "workaround" is not accurate.  I un-paired from bluetooth and removed the ionic from my fitbit account.  Re-added and same exact issue - cannot connect to my network.  

Please keep us posted - I'd like to keep the watch but am tempted to request an RMA and just call it a day....

[KarenSmooth]

Same issue and experience. I downloaded "fit notifications" app from the app store. After setup I had to reboot both phone and Ionic and now receiving all notifications.

I hope the issue is resolved through fitbit soon.

[Hesooo]

what a pain in the a.. 

I removed it yesterday, it syncs fine.

but now the same problem.

no sync at all.

wtf...

[mattdwyerva]

Well, I turned EMAIL notifications OFF and then went to APP NOTIFICATION and selected GMAIL.  That turned email notifications ON.  

Ironic, since under "EMAIL" , it says GMail is the default, but .. whatever works 

[KarenSmooth]

Download "Fit notifications" from the app store. After setup reboot your phone and Ionic. Turn on Bluetooth and you should be good to go.

[Hesooo]

Not Available in iPhone ? 

[Teecee17]

I’m glad it’s working for you but I have spent 15 hours trying to get the watch to work. If Fitbit wants me to be on there free of charge trial team I would be more than happy to evaluate their new products, however I paid $300 out of pocket + the 15 hours which is the cost of my time. I have returned the watch and I am expecting 100% return. Good Luck with your watch, I still think it’s a great concept but I just can’t deal with stress and time.

Sent from my iPhone

[MikeBB]

Thanks for the update @CarlosCFitbit.  I got my Ionic Thursday and it was working just fine until this morning.  I was having a syncing issue this morning.  Instead of removing the Ionic and going through the set up again I simply tried to restart my phone and that seemed to work form me.  I was able to sync without a problem.  I tried that first because I have had issues with bluetooth devices connecting on occasion and restarting the phone usually fixes it for me.  Just putting it out there in case it works for anyone else.

[kowallabear]

I am having the same issue as well!  My husband and I got two ionics - his is working fine while mine is having the connection issues.  Tried restarting my phone (iPhone 7), disconnected the phone per Carlos' instructions and reinstalled the watch within the app. Worked for about 5 minutes and then connectivity is good for about 5 seconds and then goes to 'looking' and then toggles between 'looking' and 'connected'.  I tried Carlos' suggestion multiple times and every time it looks promising and connects, but eventually it goes back to toggling between connected and looking.  Quite frustrating when the watch isn't exactly cheap and my husband and I purchased two and one is faulty right out of the box!

[GySgt_Seidell]

If you have NOT tried this, Please do, it pretty much solves all issues:

Ionic RESET (Press and hold the Left and Right Bottom Button until the Fitbit Logo appears), that has got the Ionic back on track every time I have done it (only needed to do it twice so far) ! 

Keep the faith folks, the Ionic is worth the effort!!!!

[Madiba]

I think the early adopters who paid $300 should be given some kind of compensation for their time here... I've spent two hours this morning trying to get this to work...

[camperguy01]

Mine is going back 😞   7-8 hours of troubleshooting and 2 contacts with support is enough for me.  May purchase later if the issues get addressed.......