Unable to sync Ionic after updating firmware.

[jpjrs]

My watch was having problems to sync last days after update I’ve tryed everything I could

than I rest it start configuration from fabric settings again but now is gone completely dead don’t work anymore

anyone with same problem?

Moderator Edit: Clarified Subject.

[trudyma]

This is odd because I faced the same issue on yesterday. I only had it for 13 months.  They wouldn't replace it, only gave me a 25% discount on a new one.  I had just charged it a few days ago and still had plenty battery life.  It just went completely black yesterday evening.  I think something happened on that last update.  Looks like they were trying to force us to buy a new one.

I am chatting with someone now and they said no one has reported this issue.   I have replied to all post since 1/6 that is having the same exact issue so that I can track it and prove to them that it is not just my device.  Be sure to give them a call to start and incident.

[Whistler888]

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@jpjrs wrote:

My watch was having problems to sync last days after update I’ve tryed everything I could

than I rest it start configuration from fabric settings again but now is gone completely dead don’t work anymore

anyone with same problem?

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Yeah many have reported this problem after updating.  Definitely would call Tech Support immediately and get a case number going.  Would suspect if your device is defective they will offer you a replacement.  If out or warranty they will offer a discount.

But is very important to contact them directly as no one on this forum has any authority to do this for you.  All serious problems are referred to them anyways.  Is much faster just calling than waiting for a Fitbit employee to respond here.  Have helped many now get replacement devices this way.  No need to go thru a bunch of troubleshooting here wasting a bunch of time.

Tech Support normally has “zero tolerance” for defective devices and will normally replace or refund your money.

[jpjrs]

Thank you very much I will do that so soon is possible 😃

[Whistler888]

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@jpjrs wrote:

Thank you very much I will do that so soon is possible 😃

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Smart move.

[MarcoGFitbit]

Hello @jpjrs, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you too @trudyma and @Whistler888, I hope you're doing well. 

I appreciate your participation in the Forums and for sharing your experinece with us. @jpjrs, I've reached out to our Support Team and it seems you have already created a case with them and they have provided you a resolution already. I'm very glad. 

@trudyma, I sincerely apologize for the inconveniences this issue has caused you, please remember that we do not expect manufacturing issues to to affect our trackers but that's why every Fitbit tracker comes a limited product warranty and in case you have inquiries or doubts about what it covers, you can check it on this article: Return Policy & Warranty. May I suggest you, in case you haven't tried yet, to try to restart your Ionic by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen after it has been placed on it's charger for more than an hour? 

Thanks for your patience and understanding, if there's anything else we can do for you, please feel free to reply. 

[jpjrs]

Marco

well I was contacted by the support we tried everhithg .

so the person that helped me decide for replacement.

but thank you

Well I’m very impressed with the quality of client service very good.

one of the best experiences that I had with client service.

defenitly staying with Fitbit😉