Syncing and crashing issues

[SunsetRunner]

How strange Fitbit support is.  My Fitbit is unable to sync for a day or two, then it works for a day or two, when it's not syncing starting then the running app causes the watch to freeze and then restart with the fitbit logo.  I've tried turning it on and off, unpairing it from my account and even a factory reset, but the intermittent problem has returned.  The item is obviously defective - but rather than a replacement or a refund I'm to do a battery test by letting it run down (again) and report how long it lasts.  Should I be running these sort of diagnostics for them?  How much should I charge? I'm quite qualified.

[MarreFitbit]

Hey there @SunsetRunner, it's nice to see you around the forums! Thanks for already troubleshooting this inconvenience, nice way to go! 

I haven't experienced this issue with my Ionic so far, but I'd be more than glad to help.  So, here we go:

• Make sure that your Fitbit app is up-to-date (iOS, Android)
• Make sure that your Fitbit Ionic is running the latest version (31.1.16)
• Log out of your Fitbit app
• Force quit the app
• Restart your tracker once again by following these steps
• Turn off the Bluetooth
• Shut off your phone and turn it on after 1-2 minutes
• Turn on the Bluetooth
• Log back into your Fitbit app

Test your tracker to see if you keep having those difficulties when syncing and let me know if you sync manually or you use the All-Day Sync option. 

With the battery test, let me know if you notice something different in your tracker behavior. I usually charge my device after getting the "low battery notification" on my screen and I charge it around 2 hours the most. 

I'll be around, keep me in the loop! 

[kiti]

I fixed it by unpairing it from the phone's Bluetooth devices list.

1. Unpairing it from your phone's Bluetooth connected devices list.
2. Go to the Fitbit App - remove ionic from your account
3. Reboot your phone.
4. Pair it again by connecting your Ionic via the Fitbit App.
5. Follow the screen prompt for the four-digit pairing code.

The Fitbit App might ask you to go through setup again, but you can just skip ahead or ignore some of the prompts and it should be alright.

I think it is likely the bonding feature in Bluetooth not working as intended. Upon the initial pairing - (where you entered the four-digit key) your phone and Ionic should exchange long-term keys for themselves to communicate later make sure no one can snoop in their conversation. Hence "Require Encryption" in the notification settings.

I believe the cause of this type of is - the bonding keys are not working as intended. By re-pairing "pun not intended" your phone and ionic should get back to the same page and start talking again.

It is only my speculation on my part of the analysis but it might help.

[SunsetRunner]

Hi thanks for your reply.  I have restarted the device lots of times in the last week.  Probably more than 50 times.  I've also restarted Bluetooth, logged out of the app, unpaired the watch from the phone's bluetooth, unpaired the watch from my account, deleted and reinstalled the app, and done a factory reset, and tried a different phone and a PC.  Some of these seemed to provide a temporary solution, but it just recurs eventually and I can't sync for a day or so.  That wouldn't be so bad, but the fact that the running app also causes a crash when it's in its non-syncing time makes me convinced the watch is faulty.  I'm sure they'll replace it eventually, or give me money back, but it's taking a long time for them to understand the problem, and it shouldn't really be up to me to spend so long trying to fix the thing.

[SunsetRunner]

cheers - yeah I did try that last week and it seemed to work for a bit afterwards but then the problem returned.  It also took quite a long time to connect to set it up again.  I also tried a factory reset, which took longer, and also seemed to provide a temporary solution.

[kiti]

If you come across the setup again next time, skip WiFi setup since the Ionic already has your WiFi information on the previous setup. It is the Fitbit App always treating adding an Ionic as a new device each time you add a "new" device and go through the setup flow. Not required when you "re-pair" your device again.

That should cut down the setup time that may require.

[SunsetRunner]

That's good thanks.  Unfortunately I can't imagine re-pairing will sort out the running app problems that coincide with the sync problems

[kiti]

https://community.fitbit.com/t5/Ionic/Weight-workout-is-logging-distance/m-p/2355631#M20111

The above link's solution might rectify your issue with the Running shortcut. I was pretty amazed that actually solved my issue. I was pretty dead on thinking that it has to be an App issue. Replace Weight with Run in your use-case.

If you meant the Strava Running App, you can uninstall and reinstall it and see if that rectifies it.

[SunsetRunner]

well I might try it next time it's playing up.  "Unfortunately" at the moment it's working - the watch syncs and the running app works - but, as I say, when the syncing becomes a problem that coincides with the running app causing the watch to freeze then restart