Syncing issues on a brand new device.

[TaccomXX]

I had a Charge 2 HR on which the battery died, I upgraded to an Ionic via warranty, it arrived yesterday. I don't seem to be having much luck. 

Please note that none of these devices had issues syncing with the Charge. The devices I've tried have been...

LG G5 - Phone - Android 8.0 Security Patch level August 1 2018.

Samsung Galaxy Note 10.1 2014 edition - Android 5.1.1 Security patch level 2017-05-01

Asus RoG Strix GL702 laptop - Windows 10, current patch level.

I get 1 sync operation via the Samsung, the firmware on the Ionic updated at the end of the initial setup, the apps on all 3 devices show the fitbit is current on software, I turned off bluetooth on all devices apart from the Samsung tablet and I get one sync after restarting the Ionic. I can access the wifi settings briefly and it shows everything configured, I tell it to connect and the watch will show a valid class C IP address for my home network, so I know the wifi settings are valid. Now, other than the 'only one sync' issue...

Apps - trying to load the Nest app - will not do it, as soon as it starts to try the wifi on the watch shuts down, and eventually I get a 'App Configuration Failed - Visit the Gallery to Retry' error in notifications.

Fitbit wallet - Wouldn't verify a card, though to be honest here I'm not yet certain if that's the card provider or the sync issues with the device. 

Watch faces - I can browse, but due to sync issues I cannot upload.

Things I've tried.

Rebooting tablet, phone, windows laptop, no change.

Force quit apps on tablet or phone, clearing data / cache and logging in clean. No change.

Restart Ionic using left button and bottom right button, hold until fitbit logo appears and device restarts - No change.

Restart ionic by going to settings, about, shutdown, waiting a minute or two and hitting the left button to turn back on. No change.

Factory reset of the Ionic and set things up from scratch. No change. 

Suggestions?

[GySgt_Seidell]

Good Morning @TaccomXX !  Wow, that was a very descriptive posting and thanks for ALL of the information you provided!  So, in order to assist you, I'm going to take this piece meal and step by step, so hopefully we can get you up and going. 

Steps:

1.  Please go into the Ionic's Settings APP, scroll down to ABOUT and Shutdown the Ionic.

2.  Please remove the Bluetooth connection (for the Ionic) from ALL of your Devices.

3.  Please FORCE CLOSE the Fitbit App on ALL of your Devices.

4.  If possible, please Shut Down ALL of your Devices.

Initially we are ONLY going to be working with your phone and the Fitbit App on it, so that will be the only player when we get started back up.

Once you have completed the steps above, turn on your IONIC only!  After your Ionic is on and you have the Clock Face screen, please turn ON your phone.  Next step, is to START the Fitbit App.

Do NOT go any further at this point!  Please post back and thanks!

[TaccomXX]

Initially there was only one device connected to the Fitbit, the other devices did not have the app active or bluetooth enabled, it was only after the initial sync / setup issues that I switched to trying the other devices, as I have another device (Pur Water filter) which was somewhat recalcitrant when connecting to the LG G5, but worked and still works perfectly with the Samsung tablet. The Ionic is only paired to the Samsung (before the first factory reset it was only paired with the G5). 

[GySgt_Seidell]

Hello @TaccomXX , understand.  So lets still go through the steps I provided earlier, but since your other Devices are NOT connected in anyway to your Ionic, we'll just eliminate them from the steps.  

Please advise back when you get to the last step in my previous reply, thanks!

[TaccomXX]

Fitbit booted, Phone booted and fitbit app launched. 

[skandjustt]

I am trying to follow these steps as well and I can't find the ABOUT part

[GySgt_Seidell]

Thanks @TaccomXX .  Now check the Bluetooth Settings on your phone and see if the Ionic is indicated as "Connected"?

Please advise and thanks!

[TaccomXX]

@skandjustt Swipe from right to left on the Ionic until you get to the gear wheel (settings) icon, tap on it then swipe up until you get to the bottom of the list, should say 'About'

[TaccomXX]

@GySgt_Seidell  Doesn't even show as available. 

[GySgt_Seidell]

@TaccomXX okay.  Now let's START the Fitbit App on your phone!  Once you start the Fitbit App, is your Ionic displayed in the top LEFT corner?  Does it try to find and SYNC your Ionic?  Lastly, please recheck your Bluetooth Settings and see if there is any change.

Please advise and Thanks!

[GySgt_Seidell]

Welcome @skandjustt .  Not sure if your problems are the same, but we aren't doing anything "YET" that would reset your device.  IF however we do start going down that path, please do not follow us as it may cause more issues on your end, again, without knowing exactly what's happening with your Ionic!  Thanks!

[TaccomXX]

@GySgt_Seidell  App asked to pair with Ionic, Ionic now listed as paired. Does not show as an active connection, only as a paired device.

Phone not syncing with Ionic via app. Shows last sync as 6 minutes ago (inaccurate) Sync line at top of app stalled at around 10%, Ionic is showing at top right of app (Android) 

[TaccomXX]

@GySgt_Seidell  Be right back, got an errand to run which is time sensitive. Thanks for your help so far, just didn't want you wondering about any delay in responding.

[GySgt_Seidell]

@TaccomXX , okay, so the Ionic asked to PAIR and it is now listed under your Bluetooth Settings, but shows NOT connected.  Keeping your Ionic on, lets force close the Fitbit App and RESTART your phone.

Once your phone RESTARTS, open the Fitbit App and see if you get a successful SYNC.  Also please recheck your phones Bluetooth Settings and see if your Ionic is CONNECTED.  Additionally, please provide your phone's model.

Please advise and thanks!

[GySgt_Seidell]

Hello @TaccomXX , understand, I'll check in later when I see you repost.  Thanks!

[GySgt_Seidell]

@skandjustt everything okay ok your end?

[skandjustt]

I am all good now.  I called the help line. Thank you. 

[GySgt_Seidell]

@skandjustt fantastic, glad your up and running!  Should you ever need assistance in the future, the Fitbit Forums will be here to help!  Thanks and please Keep on Stepping!

[TaccomXX]

@GySgt_Seidell  Ok, back, phone restarted, Ionic not showing as connected, App relaunched, no successful sync. Phone model is as per first post - LG G5, specifically H820 for AT&T. 

States last successful sync 2 hours ago. 

[GySgt_Seidell]

Hello @TaccomXX ..  I checked the Supported Devices and your phone is NOT listed as being "Officially" supported (https://www.fitbit.com/devices).  Has your Ionic and this phone ever worked successfully?  We could go to the next level, which would be doing a Factory Reset, but before we do that, lets see if your Ionic can connect to a "Supported" device (PC or a different Phone which is supported), just as a process.  Thoughts?

Please advise, thanks!