Ionic won’t sync and keeps losing time

[Saralie]

Hey everyone, please help!

My not-quite-12-months-old Ionic has started losing time every day, and won’t sync. I have tried all the troubleshooting tips I can get my hands on, and nothing has worked... I love this watch and would love to know how to fix it!

Thanks in advance for any tips you can provide, Sarah.

Moderator Edit: Clarified subject

[PaulMe]

Yesterday I moved to a new phone. Motorola G9 Plus. My Ionic would not automatically sync. It would sync fine if I did a manual sync - but never by itself.

After checking settings and rebooting the device and removing it from the app - still no luck. I then did a factory reset fron the settings>About menu after removing it from Bluetooth and from the app. I then set it up from scratch. Annoyingly the latest firmware update is also wiped on a reset, so it has to be downloaded again. Not sure why Fitbit have engineered this into their product?

Anyway after 30+ minutes to set it up again... Same issue!

I decided to do another factory reset and set it up again. I also uninstalled the app and reinstalled it again - not sure if that was necessary - but with these devices you need to hold your mouth right. I"m actually kind of happy It didn't die doing a factory reset. I thought... here we go I'm going to loose my Ionic.

🙄

This time it worked. Syncing happens on a regular basis. Wasted another couple hours of my life, but got there in the end.

If your watch is within the  warranty period as you say, do a factory reset as I suggest (maybe 2 or 3 times) and if no luck contact Fitbit. They should replace your device.

[RicardoFitbit]

Hi @Saralie, welcome to the Community Forums.

First, I appreciate your effort and patience for troubleshooting this situation before posting over here, I totally understand how frustrating this matter can be for you. If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed.

Then, you can move forward and try the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. 

@PaulMe Thanks for your help and for the steps that were suggested.

Let me know if further assistance is needed and if you have any additional questions.

[Saralie]

Good morning to you Ricardo,

Thank you so much for your answer- I appreciate you replying to me!

I have since tried all the helpful tips you suggested, to no avail. I disconnected the bluetooth, and now I can't even find the device anymore! I would love some more troubleshooting tips if you can think of any?

With many thanks in advance,

Sarah

[RicardoFitbit]

You're more than welcome @Saralie, your reply is also appreciated.

Thanks for taking into consideration the troubleshooting steps that were shared on my previous post, I'm sorry to know that you're still experiencing difficulties syncing your Ionic. To better assist you and further investigate this situation, can you please let me know which phone are you using? When was the first time you experienced this situation and how many times since then? In the meantime I receive your answers, please restart your Ionic and then troubleshoot the app with the following steps:

1. Force quit the Fitbit app.
2. Uninstall the app from your mobile device.
3. Make sure that the OS version of your phone is up to date.
4. Reboot your mobile device.
5. Reinstall the Fitbit app.
6. Login using your account credentials.

I'll be waiting for your reply. 

[Saralie]

Good morning Ricardo,

Thank you again for your reply. I am using an iPhone X, approximately 18 months old.

I have been going through the troubleshooting tips as per your suggestions, but with no luck! I uninstalled the app, disconnected the Bluetooth and then reinstalled the app and switched back the Bluetooth. I tried turning my Ionic off and then on again, tried to sync but it can’t be found!

Thank you again,

Sarah

Get Outlook for iOS

[RicardoFitbit]

It's a pleasure to continue assisting you @Saralie.

Seems odd that you're still unable to sync your Ionic with your iPhone X even after trying some troubleshooting steps. Please try the following steps and let me know if the issue persists:

1. Restart your Fitbit.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the mobile device is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Fitbit as a new device. 

Keep me posted.

[Saralie]

Dear Ricardo,

Thank you again for this. I followed the steps you recommended, and did them several times. Unfortunately it still isn’t working, the watch is not recognised by my iPhone and so I am unable to sync it.

I will keep trying but would be grateful for any other tips you may have!

Warmest regards,

Sarah

Get Outlook for iOS

[RicardoFitbit]

You're welcome @Saralie, thanks for trying the troubleshooting steps that were shared on this thread.

Let me share with you that I've created a ticket on your behalf with our Customer Support team to receive further assistance directly with them. Please keep an eye on your email inbox because they'll be in touch with you soon. It may take 5 - 7 business days for them to send you information due to holiday season. Your effort and patience with this situation are greatly appreciated.

Don't hesitate to contact me back if you need anything else.