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!

[ladyofthewoods]

Do we have to do this every time we want to sync?

[minigno]

No, only if it has stopped syncing and will not reconnect.

[ladyofthewoods]

Which is pretty much whenever I want to sync.....

[chrz]

Not losing data is not correct. I had to re-set up my Ionic because the sync stopped and lost half a day of data.

[SunsetRunner]

I didn't lose any steps. Worked for me! 

[N8teGee]

From my experience removing the device and setting it up again, you will lose everything since your last successful sync. So depending on how long ago the last successful sync was you could be set to lose a lot of steps.

I guess the best thing to do is take note of how many steps your Ionic says and how many the app says, then manually add the difference. I'm not sure how that works though or if it effects calories burned as I've never manually added steps before. 

[Servolek]

Barely checked but when you connect fitbit to charger then it sync. And then fitbit app shows message about Bluetooth problem and suggest to reset Bluetooth in phone. But tracker data is fetched. Try it.  It works just a moment after charger cable connected! 

[minigno]

My Flex just had the connect issue also...but it kept the data because this time I didn't do a factory reset.  So hopefully when the device syncs, if you haven't done a reset , you won't lose the data (those who have tried, feel free to correct me).

Essentially, remove bluetooth connection to device, remove device from within app, close app, turn off bluetooth on mobile device, turn bluetooth back on, add new device, and it should keep data.  Hope that works and wish I didn't do the factory reset on the Ionic because I'm waiting for all my music to sync again!

[xTommyG]

I was finally able to get the firmware updated with this method. My music stayed on the device and I don't believe I lost any data (Eg: Steps)

Worked very well.

[chrz]

I tried the Bluetooth fix with no joy before deciding I had to factory reset. It's not a big deal, but factory reset wipes the watch. So all the data from when it stopped syncing was lost.

[N8teGee]

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@minigno wrote:

My Flex just had the connect issue also...but it kept the data because this time I didn't do a factory reset.  So hopefully when the device syncs, if you haven't done a reset , you won't lose the data (those who have tried, feel free to correct me).

Essentially, remove bluetooth connection to device, remove device from within app, close app, turn off bluetooth on mobile device, turn bluetooth back on, add new device, and it should keep data.  Hope that works and wish I didn't do the factory reset on the Ionic because I'm waiting for all my music to sync again!

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This is good to know, thanks. I too did the factory reset step which I'm now guessing wasn't needed. 

[ggalexgg]

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@N8teGee wrote:

From my experience removing the device and setting it up again, you will lose everything since your last successful sync. So depending on how long ago the last successful sync was you could be set to lose a lot of steps.

I guess the best thing to do is take note of how many steps your Ionic says and how many the app says, then manually add the difference. I'm not sure how that works though or if it effects calories burned as I've never manually added steps before. 

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This was not the case for me, I had 100 when it sync'd this morning and hasn't sync'd since then. After removing and re-adding it saved all the steps I had done throughout the day. 

 After being so happy with them, notifications don't seem to be working anymore which is a symptom of sync issues, also after removing and re-adding my fitbit phone app crashed multiple times and once told me there was a sync issue. bleh. 

My coach app is dead too, lol. 

[CarlosCFitbit]

Update 9/29/17 -- Our engineering team has confirmed that the syncing issue has been resolved. Yay! Thank you all for bearing with us as our team worked to get this sorted out. 

@ggalexgg Are you unable to receive any notifications? As for the Coach app, have you tried removing the app and adding it back to Ionic? 

[davidf100010]

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@CarlosCFitbit wrote:

Update 9/29/17 -- Our engineering team has confirmed that the syncing issue has been resolved. Yay! Thank you all for baring with us as our team worked to get this sorted out. 

@ggalexgg Are you unable to receive any notifications? As for the Coach app, have you tried removing the app and adding it back to Ionic? 

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When is this fix going to be released?

[CarlosCFitbit]

I appreciate all of your for flagging the syncing issue with Ionic. Our engineering team became aware of an issue that affects syncing for some Ionic users. They have confirmed that it has now been resolved. Thank you all for bearing with us as our team worked to get this sorted out.

[Teecee17]

I did a factory reset about 4-5 times and finally got past the update but it still didn’t sync with the Fitbit app. Would not stay connected to the Bluetooth no matter what I did.

[RobMorris]

I had around 2400 steps when it stopped syncing when I did the steps that Carlos posted I never had to reset the Ionic itself so it maintained all the current data. Basically just had to unpair the Ionic from the phone and from my account then add it back to my account and all was fixed.

Sent from my iPhone

[blueorbits]

I haven't been able to sync the Ionic since I've gotten it. Tried following the directions to uninstall and re-install, but still not finding it (on either the MAC or the android device).  Help?

Also, did anyone else find that the screen scratches VERY easily?  I wore it to work, didn't set it down on anything and discovered that the corner is already visibly scuffed... 

[southstar]

It's still not quite working....

It looks like it's partially syncing but not all the way. NONE of the active minutes synced from the device to the app. The steps are up to date, but the last sync time is still showing incorrectly.

[southstar]

nevermind, it's not up to date at all... the app said I had 6,000 something steps, but now a new day just started. I paged back to see my step total, and now it says 1,100...