BT Low Energy error message when trying to sync with iPhone 7

[Jewlz381]

I need help with my fitbit Ionic.  I have a problem with it not showing the correct time and not syncing with my app on my iPhone 7.  I opened the app on my computer and have found an 'Error' message saying 'We detected that your Bluetooth hardware may not be compatible with Bluetooth Low Energy (LE)'.  My Ionic was on charge at the weekend and it went blank and then started up again, I had trouble with it on Sunday not syncing and I had a 'Live Chat with a nice chap called Ron and he fixed it, which is what thought.  On Monday morning my time was 10 mins slow, so I dually did what Ron and I did on Sunday, reset it and it took a few attempts and got it working but it is getting worse.  I feel cheated as they are not cheap at £300 and I have only had it 8 months. 

Please could someone out there help me.

Thank you

Jewlz381 

Moderator Edit: Clarified Subject.

[Rich_Laue]

Not knowing anything about iOS I see a few things.

Your time is off because the tracker is not syncing.

You say that you get an error on the computer, but I see no mention of the type of computer. This error has something to do with the computers hardware and is separate from the phone sync issue.

Have you restarted both Ionic and the phone? Sometimes it is beneficial to do a complete shutdown.

Let's look at the help docs.

Why won't my Fitbit device sync?

Try these troubleshooting steps if your device is not syncing

[Jewlz381]

Hello



I don't usually sync my fitbit with my computer.



My issue is that it is not syncing with my iPhone 7 and it is also not
keeping the correct time.



I have reset it various times and yesterday I removed the Ionic from my
fitbit app and my Bluetooth list and then re-installed which worked for a
while today but has gone back to not having the correct time and not syncing
to my fitbit app on my iPhone 7. I am really disappointed with it now as it
is only 8 months old. I am now having to reset it to sync it but it still
isn't syncing and another thing it is a very expensive for it to not work
properly.



Please can someone help me fix this.



Regards

Julie

[Rich_Laue]

I'd the tracker now connected to your Fitbit account,?

I'm going to move your iOS question to the iOS board doing this should get the attention of iOS users since the title of the thread does not mention ios

[MarcoGFitbit]

Hello @Jewlz381, have a warm welcome to the Fitbit Community, it's great to have you on board. It's nice to see you too @Rich_Laue, thanks for all your help. 

@Jewlz381, I appreciate your participation in the Forums and for sharing your experience. I would also like to thank you for letting us know you've already contacted our Support Team and tried the troubleshooting steps provided by our team. At this moment, I would like to gather some information from you so we can check this further:

1. OS version running on your phone. 
2. App version installed on your phone (go to Account > Help to get it)
3. Ionic version (go to Account > Ionic and you'll be able to see it)
4. A screenshot of the error you're seeing. 

Thanks for your patience and understanding, we'll be waiting to hear from you. 

[Jewlz381]

Hello

OS version is 12.1

Ionic version Fitbit 2.83 (804) I think that is the version



I have removed it from the app and now have tried re-installing it. The app
says it has found it but it also says connecting to Tracker and the circle
is just spinning round and round for ever.



I would like to do a live chat on the Fitbit website but doesn't seem to be
working either.



Please help!!

[Rich_Laue]

@Jewlz381 have you removed the tracker from the phones BT by telling the phone to forget. 

As for the chat, this option only shows up when there is someone to 

[MarcoGFitbit]

Hello @Jewlz381 and @Rich_Laue I hope you're doing well, thanks for taking the time to reply. 

@Jewlz381, I appreciate you have come back and replied with the information requested. I've checked with our Support Team and it seems you have a case already created with them and they were able to provide you a satisfactory resolution. I'm very glad. 

If there's anything else we can do for you or if there's anything else you might want to add, please feel free to reply.