Unable to connect Ionic to my Pixel 2 Phone

[Drekko]

Hi

Ive been having problems with my Ionic

It started when the ionic stopped syncing with my Google Pixel 2 XL

When I first got my Pixel 2 phone, i was able to connect ionic to the phone without problems

The ionic prompted for a firmware update so I tried to update it. It kept failing. I also noticed it was not syncing either

Tried restarting the ionic and my phone's bluetooth as well as the phone itself. Problem still persists

I tried delete the ionic from my fitbit app from my Pixel 2 phone. Now I cannot add my ionic to the app now

Still tried to restart the ionic, phone and Bluetooth without success

And uninstalled and re-installs the app to but no success.. Ready to do a warranty on this thing

[MarreFitbit]

Hey there @Drekko, thanks for stopping by and for already troubleshooting this syncing issue. Nice way to go! 

The reason why your Ionic stopped syncing to your Google Pixel 2 XL is due to this mobile phone

the is currently not on our list of supported devices. This means that our Android team has not yet tested it for compatibility and added it to the list what means that we don't have a estimated date on when it will be added. If the device supports BLE (AKA Bluetooth 4.0), that could be an explanation of why you were able to connect your Ionic to this phone in the past. However, I recommend giving the setup flow a try to see if you can successfully connect your tracker again. 

If setup does not work, I recommend setting up and syncing via a device listed as supported or using a Windows 10/Mac computer with integrated Bluetooth 4.0 running the Fitbit Software. Our Android team is always working to test and add more Android devices to the supported devices list, so keep an eye open for updates!

My sister owns a phone which is not yet a supported device, but she has tried the following (which I think won't hurt if you try that as well):

1. Your phone must not be set to "visibile for other devices"
2. Your phone must not be "searching for other devices"

If either of these two things are active, the Fitbit cannot connect.

In other words, you have to set it to invisble, and you have to click the stop button if it is searching for devices. So, bluetooth should be on, but not doing anything at all in the bluethooth menu. Then force quit the Fitbit app and it'll sync. At least it has done with my sister's phone for over a month or so.

I'd like to mention, just to be clear, that when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. The developer team is aware of the need to add new devices to the list of compatible devices. 

Let me know if there's anything else I can assist you with.

[Drekko]

But when I first got the phone it worked straight away and I was able to add it to my fitbit app without problems

It just suddenly stopped

[MarreFitbit]

This could've been if the device supports BLE (AKA Bluetooth 4.0). However, as I stated in my previous post, when a device is not supported we cannot guarantee its functionality with the Fitbit app. It might work at a certain time and then it can stop working out of nowhere after an update. This is because the app is not optimized to that device and any change could impact the performance. 

Thanks for your understanding with this. I'll be around if you need further help @Drekko.

[Veuginho]

Wow, this is rather disappointing. I have the exact same problems. When I bought the Ionic (around April), it was working fine. But now, probably due to an Android update, I can't use it anymore. I understand the devs don't want to add the Pixel 2 to the compatibility list before thorough testing and whatever, but as a customer I end up with a 350€ watch, that I bought because of the extended features that require a phone connection, such as Caller ID, Notifications, and syncing performance statistics to my account. Now I basically just have a screen around my wrist, that shows a clock face. if I wanted that, I would have bought a normal watch...

So, does this sudden lack of compatibility mean I can return my Ionic, and get a refund? Since it's not working as advertised anymore, and it doesn't seem to get a fix anytime soon...

[SunsetRunner]

Sorry not buying it. This has been your standard boiler Dev plate response since the start. And it may be true. But the Pixel 2 came out almost 1 year ago now (11 months ago) and since the start Fitbit has been saying "we haven't had a chance yet to look at it...yada yada). Sense the frustration here? And I'm not the only one. You just have to peak into the forums to see issues like this and with other phones...None seem to be addressed, just a similar response as above. I've been through about every brand of fitness watch, my wife and I. And from the start Fitbit has stated that they are trying to compete in the fitness market along side Garmin, Apple and others. This is not they way to do it. From it's first release (I was day one purchase) I have posted here about how the Fitbit Ionic will not allow for Bluetooth devices such as HR straps to pair with it...when many others will. Again, no response to a lack-luster response from you guys..."we aren't looking into it right now...or it's not currently on the road-map...etc". At first I thought okay maybe it's  because they are coming out with their own strap, much like you did with your earbuds, so I can understand "well maybe they want to make money off just their own strap or something" (similar what apple does with products sometimes.  But a year later still no answer or strap, and the issues with the syncing to pretty common phones on the market.  Also when you first released your Ionic watch you all mentioned Bluetooth compatibility (without listing any caveats - giving the impression that it would work as other devices such as Garmin, etc.)  A bit misleading wouldn't you say? I've tried to give you all the benefit of the doubt and I believe many here have done the same, but at this point I feel a bit mislead, let down, and pretty much unsupported as a customer. It's a shame because what I feel Fitbit does better than any other is their overall interface and sleep monitoring and social network integration, but everything else just seems like a second thought or none at all. I think, once again the wife and I will just have to look elsewhere for what I feel should be basic fitness features that should never have taken even a year to be addressed or even answered...appropriately. Good look Fitbit in the market, your're going to need it if you don't begin changing course soon. It's a shame the Ionic, in design and function should be a beauty instead of a thorn.

[Veuginho]

I decided not to wait anymore, and just sell the **ahem** thing, I'm tired of
that useless piece of crap. How can you not support a flagship device like
the Pixel 2? I won't be getting any Fitbit stuff soon anymore...
--
*Glenn Veugen*
Service Designer
conzept.be | +31 6 14 35 59 90
Contact me to check how I protect your privacy #GDPR

[SunsetRunner]

Wife and I just decided to do the same. No more patience for excuses and the "Hey vote it up and maybe we can look at it". This was our second chance back with Fitbit (as I said day one purchase), but I dare say there will not be a third. It's a shame too because we really really love the sleep monitoring, social network, and app interface much better than the others. But the isolation of third party integration is just a deal breaker when it clear that's where the market is squarely centered in the smart watch market. Oh well, we decided to purchase a pair of $700 Garmin Fenix 5s Saphire instead. I'll miss some of the positives...but "no more" for us. Good luck Fitbit, sincerely.