Ionic not syncing.

[Ivorpexton]

Hi Help needed since the new update from Fitbit a few days ago, my Fitbit Ionic Adidas has stopped connecting via Bluetooth and not syncing . Ive tried resetting my Ionic and uninstalled it and reinstalled it still the same, time is out of sync also. iPhone 7 is upto date with apple updates and blue tooth works on my phone with other devices. can someone get back to me regarding getting this fixed or I will need to be looking at getting a refund which I dont want to do as I like my ionic.

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

Hello @Ivorpexton, have a warm welcome to the Fitbit Community, it's great to have you on board. 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for letting us know the troubleshooting steps you've tried so far. At this moment,  I would like to suggest you to check the following:

• Make sure the latest version of the Fitbit app is installed on your phone.
• The software on your mobile device is up to date. To check, tap Settings > General > Software Update.
• Make sure there are no other Bluetooth devices around as they might interfere with the syncing process
• Check that your Fitbit device's battery isn't critically low.

If your device still won't sync, try these steps:

1. Force quit the Fitbit app. 
2. Go to Settings > Bluetooth and turn Bluetooth off and back on.
3. Open the Fitbit app.
4. If your Fitbit device didn't sync, restart your phone again.
5. Open the Fitbit app.
6. If your Fitbit device didn't sync, restart it one more time.
7. If your Fitbit device won't sync after the restart, log in to your Fitbit account on a different phone, tablet, or computer and try to sync.
8. If your Fitbit device still doesn’t sync, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your mobile device and try to sync.

I hope this can be helpful, give it a try and keep me posted in case you need anything else. 

[Twistedhoney]

I am having the same issue.

 I have done the following with no success:

- resetting watch

- restarting phone

- made sure Bluetooth was on

- turned Bluetooth on/off

- logging in/out Fitbit app

- checked for app update

- setting up Ionic as new device (synced during setup, but nothing after)

- factory reset (was stuck with a giant red x on screen saying it needed to sync for 24hrs)

- set up as New Ionic through my computer (got rid of the red X, synced and then got stuck with a grey Fitbit logo on screen)

- reset Fitbit again and it prompted to be “set up” again

- set up again with pc (synced during setup)

now my pc can’t find it and it still won’t sync with my phone, but my phone sees it and even sends call notifications to it.

Mine is almost a year old and has given me nothing but trouble. I already have a ticket with support about all these problems and I am waiting to hear back.

[Ivorpexton]

Hi

I’ve tried all that and still the same.

UPDATE:

Hi

I’ve tried all the same as yourself and still not working, This is my second Fitbit as I had a Fitbit blaze that broke just after a year and now this ionic is less than a year and it faulty. Not very good.

UPDATE 2:

Hi I’ve tried all of the above and still not working can’t even get my ionic to connect with a different phone, Even been to apple store and got my phone checked and that’s all fine. This all happened after the last update Fitbit sent out about a week ago. Not happy having a product I can’t use.

[Twistedhoney]

I’m really disappointed. This has been the most expensive Fitbit product I’ve owned and the one I’ve had the most trouble with. 

Ive been using Fitbit since 2013 and up until my Ionic, I absolutely loved them. Back in December I gave up on my Ionic (lots of issues) and bought an Apple Watch series 4. Then in January there was a firmware update that fixed some of the issues, but not all. Now this. It’s been 26hrs since my last email from support. Hopefully I hear back soon. 

[Ivorpexton]

I agree I went for the Adidas Ionic paying little more, but feel very let down by it within two days of getting it the strap snapped and had to get replacement sent out and when it did come out it wasn’t even the correct strap, now the updates are failing also this last one is the worst yet. Poor customer service they know there’s a problem but no one is willing to address it shocking.

UPDATE:

Fitbit ionic sitting next to my iPhone and this is the message I get when trying to connect it via Bluetooth settings.

[Ivorpexton]

Fitbit ionic sitting next to my iPhone and this is the message I get when trying to connect it via Bluetooth settings.

[Twistedhoney]

Mine shows it’s connected, but it isn’t sending any data to Fitbit. I can disconnect it from my phone and connect it to my laptop during device set up, but after that my laptop can’t find it. I am about to try my Android tablet, but I am already thinking it won’t work.

[MarcoGFitbit]

Hello @Twistedhoney and @Ivorpexton, I hope you're doing well, it's nice to see you around. 

I appreciate your participation in the Forums and for sharing your experience with us. @Twistedhoney I have checked with our Support Team and it seems you have a case created with them already and your issue has been solved, I'm very glad. 

@Ivorpexton, I appreciate you have attached a screenshot to your post, please note that your Ionic will not pair nor sync through the Bluetooth Settings on your phone, which is why you're receiving that message. Please in here, tap on your Ionic and select "Forget this device". Then, go to the Fitbit app and enable Notifications and/or All-day Sync, you will receive a pop-up asking you to "pair" your phone with your Ionic. Follow the instructions and then try to sync your Ionic again. 

If you're still having trouble syncing, please check my post with troubleshooting steps and let us know the outcome. 

Have a great day. 

[Ivorpexton]

Hi

The issue hasn’t been resolved and my ionic is still faulty. I want a refund as I’ve done everything I’ve been asked and still got a faulty product.

Ivor K Pexton

[MarcoGFitbit]

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

I appreciate you have come back and let us know you have already tried the troubleshooting steps provided earlier. I have reached our Support Team and noticed you have already created a case with them and requested a refund through there as well. At this moment, my best recommendation would be to wait for our team's response as they will be able to provide you a resolution to your request. 

Thanks for your patience and understanding, have a great day.