Set up problems with Ionic

[Andrew12345]

I received my new Ionic yesterday and have now spent 8 hours trying to set it up with no success!

Every time it gets to 100% on the set up run a red cross appears on the watch face and then it starts the whole cycle all over again. I've wasted hours and hours now of my life trying to get this to work.

I've tried completing the set up with both my iphone and my ipad but neither work. I never had these problems with my Blaze so has anyone else had these problems with their Ionic?

Moderator edit: Subject for clarity

[micm66]

currently talking to chat and have provided a link to this post. They have said they will investigate further

[micm66]

NOT HAPPY!!!!!!!!

Response below after trying everything to get it going

*******: Regarding this case, as I've checked, I've confirmed that and I would like to let you know that we are aware of it this issue.

******: We are doing our best and working hard in further investigating for the resolution of this case as quickly as possible.

N******: In addition, we'll continue to monitor the situation and keep our team informed about this concern.

********: With this one, I've already also raised this on our management for the resolution the soonest.

[SameerR]

So Fitbit is aware and still sending standard responses for fixing?  And no timelines for resolution  basically means we all bought ourselves pieces of brick / junk by paying over usd300!  Thank you FitBit!

[micm66]

I asked for yet another replacement (my 4TH) (warranty runs out in 5 days)

Response below:

FATBIT: Just to share an information, yes, the replacement will be a temporary fix for the issue as your current watch is having a concern of not able to set up on your LG G6 phone and Windows 10 laptop but as this issue is on going and as we are further investigating on this one, we've checked and confirmed that the replacement won't fix the current watch when the issue occurs.

Me: this current watch can not have the data wiped. that means it wont work on anything, not just my lg g6 or windows 10 laptop. What you are saying is that the ionic is faulty, that you are aware there is an issue, yet you still contiune to sell them. As far as I know that is illegal to sell a product that you know is not fit for its purpose.

FITBIT: Thanks for bringing this to my attention

FITBIT: Also, I'll do my best to take note and prioritize this concern to raise this to our management to stop selling the Fitbit trackers for this issue and if there is, for this concern will get resolved the soonest.

Me: I think a quicker way may be to let the media know about this, You wont be selling any fitbits once this gets out

[Meints18]

Not sure if it is just me, but each link in this post takes you to an error page.

[caragounis1888]

exact same issues as listed, tried all the "solutions" provided, this is my third Fitbit and first time ive had this issue, really let down by this.

[micm66]

Fitbit refuse to replace it but have given me a case number to take it back to place of purchase for a refund. They said that a replacement will not fix the issue, as its a software issue

fitbit (1/25/2020, 3:46:34 PM): Just to let you know, the issue is that your watch is unable to set up on your devices such as your LG G6 phone and Windows 10 laptop.

fitbit(1/25/2020, 3:47:36 PM): In addition, as we've checked and did the possible steps, I've confirmed that the issue is not on your LG G6 phone and Windows 10 laptop and not also on your watch.

Me (1/25/2020, 3:48:11 PM): so its not the watch? if not the watch why wont it do a factory reset

fitbit (1/25/2020, 3:50:49 PM): That is because it is a software issue of the watch as it is unable to set up on your devices such as your LG G6 phone and Windows 10 laptop.

[caragounis1888]

i'm down a week now. so there burying there heads on it for now.. time for a change i guess.. thanks for your update it was more than i recieved from fitbit!

[MrMarv]

@YojanaFitbit  - 

Received device yesterday afternoon.

After the third failure over WiFi, the FitBit app offered to perform the update over Bluetooth. I allowed for that to happen at approximately 8:00 pm PST. And a good thing too, as the bandwidth taken during WiFi literally blocked all other devices on my Gigabit network - including DirectTV Now. My wife was NOT happy.

It is now 7:00 am PST, 11 hours later, and the process bar on the device is still crawling along. 

Just how long should the update take - both numbers please - WiFi and Bluetooth.

Note: after many years of observing your firmware developers' product, I suppose it should not surprise me that the iOS app shows "Updating 100%" while it is quite evident that more is still happening. How about "Uploading update ### %" then "Extracting update ### %" and finally "Updating ###%"? Just how difficult could that be?

It has been years since I have coded at the device level, but the above seems quite simple to me.

Edit: I would love to update my information below, but my iOS app is a little busy so I can't look up the information.

[Jhinson26]

Two days of dealing with this exact same issue. It's a very large headache and seems to be a large waste of money as well.

[Shanea]

Same problem with the 100% update firmware when setting up then the red cross. just got it today and spent the last 4 hours trying to get it working. added /removed /rebooted etc. Second one i have had in 2 weeks as the first Ionic setup ok then started recording random amount of steps (16 million in one day!). So many people having the same issue got to be a software problem. guess this is going back as well. Never had an issue with the Blaze or the HR2 but guess this is progress!

[MrMarv]

@YojanaFitbit - 

Did the Bluetooth recycle, the WiFi recycle and the reboot of the phone, which, in essence, automatically performs the first two, among other things.

No Joy. Just a red "X" followed by a green Ok (Huh?) followed by a restart of the whole process over again.

Sure glad Amazon does "No question" returns.

I will just have to live with my Charge 3 that went "white screen" on me at 15 months.

Maybe I'll try the Ionic again if I think to check out this board to see if this is fixed.

[Shanea]

Update - 26-01-20

I seem to have got it to finally update .

Spoke to fitbit support and went through the usual steps of reboots/remove ionic from account etc several time with no joy. 

as a last throw tech support said remove from account, remove bluetooth pairing, restart the watch, resart the phone and begin the setup again but skip wi-fi pairing.

I also decided to flush the cache on the fitbit app before i started the setup so the download would be forced again. don't know if this helped. 

Anyway started the setup, skipped wifi connection and the download began over bluetooth. kept checking and the progress was all over the place, 5%- 56%- 12% and on the app seemed even worse. left it 4 hours and it only got to 30% (it had gone back to the start several times). so decided to leave the phone and the watch plugged in next to each other and went to bed. 

Woke this morning and saw that the fitbit had indeed installed. although when i went into settings there where still a few apps that had not but it appears to be working.

Not sure if I just got lucky but give it a go and let the forum know if it works

[MartyJB]

Does NOT work!

I’ve tried everything suggested on this site for the last couple weeks.

my ionic wont sync consistently, won’t keep time and the notifications no longer work.

can anyone at Fitbit tell me why my ionic won’t keep time? The most basic function of a watch!!

[SameerR]

Finally! Read messages of few members here and decided to give it a final try and it worked!  Hope others can get it done too!  Here is what I did:

1) Disconnected/ deleted my device on the phone app

2) deleted cache and storage of my phone app on my android phone

3) uninstalled the app from my phone

4) reinstalled and logged in the app on phone

5) rebooted ionic

6) went through set up steps as required but skipped WiFi set up

7) began installing.  At around 70% download (stage 2 of 3), phone app went to 1% again and remained so for significant time. however ionic screen continued to show progress so left it untouched 

😎 from status of 1% phone app went straight to stage 3 of 3 and ionic screen continued progress 

9) ionic reboots and got message of update failed on my phone app.  However, for the first time ionic goes live!!!!
10) device is working fine but phone app sometimes gives a message that continuation of set up is required

11) to hell with updates, not risking turning my device into paper weight again!!!!!

[Shanea]

Hi SameerR,

I think the message is you are getting are for individual apps needing updating not the firmware. I went in and updated the apps individually and all seems good now.

[tombr2000]

Thanks for your message.

Did the same and it worked. So skip the wifi and directly try the bluetooth connection. Tried it one time and worked like a charm.

[Jhinson26]

I also reset everything even reinstalled the app, skipped WiFi, straight to
Bluetooth and it worked for me as well
--
*Joey Dewayne Hinson, BA*

[Algonquin]

From reading all these recent complaints regarding the Ionic, it seems that they are inferior. Having said that 

I am extremely upset, frustrated and disappointed with Fitbit and their policies. I bought a brand new Ionic in June of 2018. I started to have issues with syncing in March 2019 and called Fitbit troubleshooters numerous times exhausting all avenues. It worked for a day and the same thing would occur. They offered me a replacement which I gladly accepted. Again in Sept 2019 the same thing occurred spending frustrating hours with the help staff trying to do all they could to get it to work to no avail. I insisted they give me a BRAND new Ionic since the replacement was inferior. Reluctantly dealing with a supervisor they offered me a new one saying they would no longer replace or give me a replacement. I agreed to that hoping the other two were inferior. Five months later, once again, the Ionic was not syncing. I tried fixing it, then dealing with troubleshooting chats last night where they finally got it to work, only to wake up this morning, the time was off, and not syncing. Called once again spending another hour on the phone with a lovely person once again, going over and above, to only find the watch not connecting at all. 

I asked for a supervisor, had her e at my history, and asked her how they can compensate me although I did agree to accept their offer in September. All they could was to offer me 40% off on a Versa {which I don't want and know they're pushing this product} and 25% on the Ionic. 

I've been with Fitbit for 10 years or so  always upgrading with their products. I absolutely love the Ionic when it works, as well as the affordable price but I cannot in all good conscience justify or afford putting out $229. every year or so for a new one. Nor do I have the time to spend on the phone every few months trying to fix this issue as it's extremely frustrating. 

I will say everyone with whom I've dealt with have been understanding, knowledgeable and patient for the most part but I'm extremely disappointed with Fitbit and their not backing up their products. I totally understand if I had the watch for a few years, but every 6-9 months having issues is not acceptable! It saddens me that I now have to research another sports watch with similar information without going broke. If and when I do, I'll be sure to pay extra for the warranty as this has been the only lesson I've learned dealing with Fitbit March 2018. 

[Algonquin]

Reading all these complaints after dealing with support for a few hours between last night and today it's safe to say the Ionic is an inferior product and needs to be taken out of production. When it works, it works great but it only seems to work less than 6 months to a year. I've had three within a year and a half and this recent new one I got in Sept 2019 went kaput a few days ago. Glad I got on here to see it wasn't me as I was so frustrated dealing with the supervisor today. Sorry to hear you an so many have been bamboozled buying this product.