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?

[TaccomXX]

Ionic - no, Charge HR 2 yes for about a year, this is why I tried with the Samsung Galaxy Note 10.1 2014 edition tablet. There was an earlier version of the same tablet, the 'officially' supported model list states Note 10.1 is supported which theoretically would be the earlier tablet, but that version never got Android 5 which the system says is a requisite version, so I'm going to assume the 2014 edition is the specified one. As for  has it ever connected? I only got this yesterday. My Charge HR2 battery had deteriorated to a 6 hour lifespan, and as the model was discontinued some time ago I used the warranty offer to upgrade to the Ionic. 

[GySgt_Seidell]

Okay @TaccomXX , since it is new, let's go for the gusto!  We are going to Remove the Ionic from your phones Fitbit App and then do a FRESH Device Setup.  Also, prior to doing this, please go into your phone's Bluetooth Settings and REMOVE (Forget) the Ionic, this will prevent any hiccups on the FRESH setup.  Do you need any help with this?

Please advise and thanks!

[TaccomXX]

I design and build home automation devices and set them up, primarily for my own projects, I can handle removing bluetooth associations etc, I'm even going to remove the Ionic from the fitbit app after doing a factory reset on it and go for a complete clean install, what I will do though is once everything is removed / cleaned (I'm even going to wipe stored app data on the phone and tablet, then delete and reinstall the app on whichever device you suggest we start with) and let you know when we are ready to do a completely clean setup.

[GySgt_Seidell]

Yeah @TaccomXX I kind of figured you were tech savvy!  I would highly recommend you initially go with a Supported Device and than branch out after everything is initially working.  So, whichever device you feel best fits that criteria, that would be my recommendation.

Standing by and here to assist!  Thanks!

[TaccomXX]

Let's start with the Galaxy Note 10.1. App removed from all devices, bluetooth on only on the Note 10.1, Ionic factory reset and ready for powering up for initial setup. No current pairings of the Ionic with any device. 

[GySgt_Seidell]

@TaccomXX sounds good so far!

[TaccomXX]

App launch ok

Signed into app

Add new device - Ionic

Pin code displayed on Ionic and accepted by the app, 

Wifi setup - correctly found wifi network and identified security type, password entered, app reports wifi setup success.

Watch currently in firmware upgrade stage. Watch and tablet both connected to power, incidentally, who the hell designed the mag lock charging system for the Ionic? Surely there were better options than that. 28% through download, I'll update you when it gets to the next stage.

[GySgt_Seidell]

@TaccomXX , so far so good!  Standing by!

[GySgt_Seidell]

Hey @TaccomXX , how are we doing?

[TaccomXX]

@GySgt_Seidell  Watch is at homescreen, gone through the intro tutorial, app is still playing catch up saying the watch is currently installing the OS - 'Setting up Ionic Step 3 of 3. Installing...'

[GySgt_Seidell]

@TaccomXX  sounds good.  Keep me posted and I'm standing by!

[TaccomXX]

Watch IS connected to the wireless network, current IP is 192.168.0.216 (Class C internal IP, Zero vulnerability risk by posting it as it exists only inside my home network and is not an internet facing external IP) 

App still hasn't realized the watch completed the install. 

[GySgt_Seidell]

@TaccomXX while the App is catching up, please check your tablets Bluetooth settings and see if the Ionic is showing "Connected".  Thanks!

[TaccomXX]

App caught up between posts, currently trying to sync, says last sync was 51 minutes ago, Ionic shows as paired but not currently connected under bluetooth. 

Essentially same as before. 

[GySgt_Seidell]

Well @TaccomXX that wasn't the expected outcome!  So your Ionic is connecting to your Wi-Fi, but not to your Bluetooth, even though it states it is Paired, correct?

[TaccomXX]

Sync statusBluetooth status

[TaccomXX]

The software update request goes away when it finally syncs and realizes the software was updated as part of the setup process, however only rebooting the ionic will get it to sync.

[GySgt_Seidell]

@TaccomXX looking at the pictures, everything looks fine.  So when you try to SYNC the Ionic to the Tablet, what happens (I know, please humor me).  Thanks!

[TaccomXX]

Well, usually just sits and spins, but should I try to do something requiring extensive connectivity, for example changing a watch face etc...

[GySgt_Seidell]

@TaccomXX you mentioned in a previous reply that your were able to SYNC when you reboot your Ionic.  So, let's do that and see if the Fitbit App on your tablet will SYNC successfully afterwards.

Thanks!