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!

[N8teGee]

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@Donnamt16 wrote:
Did you lose your steps doing this?

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Unfortunately you will lose all the steps since your last sync. For me it was only a couple of hundred so wasn't too bad. 

[AndrewUsher]

I had to do a factory reset, back up and running again. Does mean you need to update fimrware again, transfer music etc. Hoping this isnt a regular issue.

[Jorkal]

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@carlriley8 wrote:
I can see us having to restore from the beginning

Sent from my iPhone

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I had to do that! From Scratch, Factory settings. Now iT works again

[N8teGee]

Finally!! A successful sync. What a nightmare that was.... 

[Donnamt16]

Im too tired and annoyed for factory resets tonight but thankfully fitbit connect also works on a windows 10 PC even though it wants me to use the windows 10 app which needed the device adding!

all my 3.5 miles of walking are safely on the servers now.

I will factory reset tomorrow when I am less likely to throw the phone and watch at the wall 🙂

[Darren.S]

I've had my ionic since yesterday, it was difficult to completed the set up but eventually after several efforts i completed it however today i just cannot seem to sync the ionic with my android phone to download the new firmware update, i've tried everything including connecting the ionic to it's charger even though it is fully charged? 

Any help appreciated...

[SunsetRunner]

Try deleting the Ionic from the bluetooth settings on your android device. Also, restart the phone and the tracker.

[Darren.S]

Hi,

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@SunsetRunner wrote:

Try deleting the Ionic from the bluetooth settings on your android device. Also, restart the phone and the tracker.

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Thanks for the reply, i've done as suggested & now the phone can't even find the ionic over bluetooth?

[Hightops]

I have had the same issue ever since I updated last night. I think something about the firmware messed up the Bluetooth connection. 

[SunsetRunner]

@Annie311

Try removing the ionic from the bluetooth, then try to sync it.

[Donnamt16]

fitbit are aware of the issue and are trying to fix it.

if you have a dongle you can sync with fitbit connect on a PC that is what I have done while I wait for them to sort the glitch.

some of the others on this forum have successfully factory reset and added the device again but I am to tired to try that, will give it a go tomorrow if syncing is still a problem.

[Lili8880]

Since this afternoon my ionic doesn’t want to sync anymore. Have tried the usual things ( switching Bluetooth off and back on, reset watch, closing app en restart phone etc) no success so far. 

What to do?

[SunsetRunner]

The only thing I would suggest is remove the Ionic from your Bluetooth settings (ie forget it), remove the Ionic from your fitbit app and then add it again as a new device. Bit of a chore but does tend to work.

[Jorkal]

IT worked for me, everything else did not work for me.

The pairing must be established again thru the Fitbit app, as new device!

The pairing is done on a lower level then normal Bluetooth. 

When the pairing succeed, you see ionic in the Bluetooth list of the IPhone. Not earlier!

[RobMorris]

Hi Carlos,

The workaround did work for me after my Ionic stopped syncing. My data for today was not lost as I know some people would fear.

Thank you!

[CarlosCFitbit]

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.

All data that Ionic tracks is saved on device and once you're able to sync, it will save it to your account for your viewing pleasure. 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!

[SunsetRunner]

Out of interest - will the data on the watch be restored if we remove the device like you suggest, all will we lose our valuable steps etc?

[minigno]

Oh, I just fell victim to this...it restarted in the middle of my workout!  Lost the work out and a couple thousand steps...hopefully I can manually add the steps back in for the hour.  Luckily the workout was a Fitter workout so that synced over the account, just no heart rate info...reinstalling now.

[N8teGee]

Thanks for the update @CarlosCFitbit. I tried what you suggested earlier and it seems to have fixed the issue. Setting up the device again did mean that I lost my steps but I knew that anyway, plus it was only a couple of hundred.

[SunsetRunner]

ok - I followed your instructions and it seems to work - it synced, and didn't lose steps or calories.  So I can still have a sandwich.  I'll make you one too if you like. Thanks.