Red Cross on Ionic's Display

[hlundie]

 Please help!  The red cross and data not cleared, please sync again will not go from my screen despite factory reset 6 times.  i go through the process and get the vibration, release the buttons and the screen goes back to the red cross.  I have had the ionic for less than 4 days and it has not worked properly at all.  I have had connection problems with my phone since I got it.  The phone can see the ionic, but wont connect.  Help

Moderator Edit: Updated Subject for Clarity

[NellyG]

You will need to return it to the store you bought it or contact Support (link in my signature)

[Rich_Laue]

@NellyG I don't see the link in your signature anymore.

@hlundie the contact link may be found in the top right slide out menu, click on your Avatar. 

[NellyG]

@Rich_Laue I still see the link!

[Rich_Laue]

I don't know what was going on with my phone that day, but yes the link shows for me now.

[SantiR]

@hlundie Welcome to the Fitbit forums! Thank you very much for sharing the experience you are currently having with Ionic showing that red cross. Thanks for trying the factory reset steps in order to sort this out and for sharing all of those details.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

@Rich_Laue @NellyG Thank you very much for sharing the link to contact customer support. I'm sure this will be helpful for other users too.

Keep me posted! 

[hlundie]

Hi 
the problem is with the fact that Fitbit have not yet made it possible for fitbit's to be compatible with Huawei P Smart phones.  Considering this is one of the most popular phones on the market and Huawei are the second biggest phone manufacturer in the world, its incredible.
Can you tell me when this will be fixed because it its not soon, then I am returning my fitbit!!
Not very happy at all.

[SantiR]

@hlundie Thanks for your reply and for sharing the details regarding this situation. 

What Huawei P phone are you using? The following phones are listed as incompatible with the Fitbit app:

• Huawei P8 Lite
• Huawei P9 Lite
• Huawei P20 Lite
• Xiaomi Mi 6

If you are using one of those; they are not going to be compatible with the Fitbit app due to Bluetooth issues that prevent certain devices, like Fitbit devices, from syncing. 

Keep me posted!