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]

By all means escalate, my original point of contact IS Fitbit, and I would still have to go through some stages no doubt to justify the RMA for an Ionic that is at least partly functionally DOA. Your escalation may help me streamline the process. 

[GySgt_Seidell]

@TaccomXX I have escalated your case to the Moderators for review and action.  You should be hearing from one of them within the next 24-48 hours.  If you should ever need further assistance, the Fitbit Community Forums are always here to help.  Of course, you now have my name as well, so please reach out and let me know how things are proceeding and especially after you receive your replacement Ionic and have it spooled up and working perfectly!  Good Luck and Keep on Stepping!

[TaccomXX]

Thanks for that, and it was a pleasure talking to you too Gunny. Even if we couldn't resolve the issue at this point.

[YojanaFitbit]

Hi @TaccomXX thanks a million for trying all those steps with our good friend @GySgt_Seidell. Sorry for the delay.

Since it didn't work, I'd recommend wait until you get the information from our team, as I've requested them to create a case on your behalf. You should soon receive an email from Customer Support. Please reply with a detailed summary of the steps that you've already tried, since this information will help our team to get a faster resolution for your case. 

Let me know if you have questions. 

[TaccomXX]

@YojanaFitbit The path to a working tracker is still somewhat bumpy I'm afraid. 

Email from one support team - 

"Hello Martin,

We'll be more than happy to continue assisting you regarding that you can't setup your Fitbit Ionic. Thank you for the information provided.

Upon checking our system, we've confirmed that your Fitbit Ionic is syncing. "

11 hours since last successful sync is not my idea of working. I also got a second communication from another support tag this morning suggesting I do a factory reset on it. This would be the 4th including steps I took prior to contacting the community, and a reset taken with Gunny Seidell's assistance. 2 using the Factory reset menu on the tracker, and this would be the second time using the 3 button method. All I'm looking for is a working Fitbit Ionic, love the device, love the design, it's comfortable, if only I could get it to work as it should. 

[GySgt_Seidell]

@TaccomXX please keep me updated on your path to resolution.  Thanks!

[TaccomXX · Accepted solution]

@GySgt_Seidell You aren't going to believe this Gunny, I was holding off mailing the pebble back in (As they refer to the Ionic itself) because of Memorial Weekend, got a notification today 'your Ionic Battery is low' - checked it out, whatever had gone ape before seems to have self corrected. Sync - working, App installation - working, Nest app - working, Syncing reliably. There was another firmware update for the Ionic and that worked, the app was updated somewhere along the line, I'm not bothered. The functionality is as it should be. I'll be keeping an eye on things, but for the moment at least I'm gonna go with - if it aint broke don't fix it. 

Thanks for the assist, and even though I have no clue what the hell the issue was, I'm happy it's no longer an issue.

[GySgt_Seidell]

@TaccomXX WOW that is GREAT news!  Thanks so much for the update and please, keep me posted!  I've also escalated your case to the Moderators, so they can be aware of this!  Again, thanks @TaccomXX  and have a safe ands happy holiday!  

[YojanaFitbit]

Hi @TaccomXX Thanks for the update! I've marked your response as the solution of the thread to help other users having same syncing issues. 

You rock @GySgt_Seidell, nice to see you around.

Keep up the super stepping!