Removed Ionic from account and can't pair it back.

[LouiseBatchelor]

Hi

ionic has been working previously, but today wouldn’t sync.

i have removed the device, then tried to re-link to my app. It tells me the tracker has been found, but it won’t connect. The screen stays on the “connecting to tracker” it never connects.

i have shut down the device, turned Bluetooth on & off. But still does the same thing.

Using IOS 11.2.5

Moderator Edit: Clarified Subject.

[MarcoGFitbit]

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

Thanks for bringing this to my attention. Have you tried 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? Have you restarted your phone as well and updated the app? If so, I would like to suggest you the following when trying to set up your Ionic again:

• Make sure you have a strong WiFi signal
• Make sure there are no other Bluetooth devices around that might interfere with the setup process.
• Restart your tracker again, only this time leave it plugged in and charging.
• Open the Fitbit app and try to set up your tracker once again:
  1. Go to the Bluetooth settings on your phone and check if your tracker is on the list of paired devices. If it is, tap on it and select Forget this Device.
  2. Open the Fitbit app and tap on the Account symbol at the top right corner of the screen, then tap on "Set up a New Device"
  3. Choose your tracker and follow the onscreen instructions to continue
  4. When the app asks you to replace your current tracker, please replace it and continue with the process.
  5. When a pop-up appears asking you to Pair your tracker to your device, tap on Pair and continue.

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

[Eli173]

I have the same problem. I was updating firmware and suddenly got disconnected. Tried to reconnect but now my Ionic can't seem to be located via bluetooth. 

I tried doing the below procedure but still my ionic can't be synced/located.

It has been my 2nd day of numerous attempt to fix the problem following all suggestions in the blog post and now it's getting frustrating. I hope someone can come up with a better solution before everyone jumps ship.

[MarcoGFitbit]

Hello @Eli173, thanks for joining the conversation, it's great to have you on board! 

I appreciate you have already tried some troubleshooting steps, please note that your Ionic will not pair nor sync through the Bluetooth on your phone, but through the Fitbit app. If the Ionic has been removed from the account and it's not setting up  back, please try the following:

1. Turn off Bluetooth on your phone; wait 10 seconds, and then turn it back on.
2. Make sure you have a strong WiFi signal and that there are no other Bluetooth devices around that might interfere with the setup process.
3. Restart your Versa by pressing and holding the Back and Select buttons (left and bottom right) until you see the Fitbit logo on the screen, then try to set up again.
4. If you can't set up after a restart, reboot your phone or tablet and try to set up again.
5. If you can't set up after the reboot, remove all other Fitbit devices from your account and from the list of connected Bluetooth devices on your phone or tablet and try to set up the watch one more time. 

Now, before you begin the firmware update, make sure your watch is plugged into the charger and in range of your Wi-Fi network during the update. For best results, use your home or work Wi-Fi network. If you've never connected your watch to WiFi, see How do I connect my Fitbit watch to Wi-Fi?. If your Versa is having trouble updating with WiFi, please try the following:

1. Make sure your watch is connected to the Wi-Fi network you want to use. 
2. Move your watch closer to your router.
3. Make sure your router is connected to the internet. 
4. Restart your watch by holding the back (left) and bottom buttons until you see the Fitbit logo.
5. Try again to update your watch

If the update fails, restart your mobile device and try to update again. If you your Versa can't update over WiFi follow the on-screen instructions in the Fitbit app to update your watch over Bluetooth instead. Note that firmware updates over Bluetooth may take significantly longer to complete. If the Versa is having trouble updating through Bluetooth try the following:

1. Try turning Bluetooth on and off on your phone.
2. Restart your watch by holding the back (left) and bottom buttons until you see the Fitbit logo.
3. Try again to update your watch.
4. Restart your mobile device and try to update again.

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

[Sports-lover]

I literally have the same issue 

ios 12.1 

iPad Pro is my device and it’s on 12.1 iOS and I have an ionic, it won’t sync

I removed and now won’t re pair 

it’s said ‘connecting to tracker’ for 2 hours now. And before -all day - I keep redoing that

thnx

‘please tell me what to do  

[Destinyst1308]

I am having the exact same issue.  I've done all suggestions I could find on these forums, as well as finally resetting back to factory.  When I did that, I was able to get it to reconnect again. It took almost all day to finally sync and update.  About a week later, it stopped syncing again and I am back to the same cycle of not being able to sync.  I can get the code to come up most times, but just says "connecting" And my Ionic just resets over and over.

So frustrated.....

[Stayfit2]

I think I figured it out. I just got the iPhone XS 12.1 same issue (not able to pair).  I had multiple devices iPad Pro, old iPhone 6s... I went back to all other devices and turned off the Bluetooth (they all were paired with my Fitbit) and instantly it pair with new iPhone XS. Hope it works for you!

[MarcoGFitbit]

Hello @Destinyst1308 and @Stayfit2, thanks for joining the Fitbit Community, it's great to have you on board. I hope you're doing well @Sports-lover, it's nice to see you around.

@Stayfit2, I appreciate you have joined the conversation and let us know the troubleshooting steps you've taken in order to resolve this issue on your side, I'm very glad that after turning off the Bluetooth off on all your devices, you were able to pair your device. I'm sure this will be helpful for many members of the Community facing the same situation. 

@Destinyst1308  and @Sports-lover, thanks for your participation in the Forums and for sharing your experience with us and for the information you've shared as well. At this moment I would like to suggest you to try @Stayfit2's instructions and if you're still having trouble setting up your device, please let me know. 

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

[Destinyst1308]

I have already done that. As indicated, I have performed the steps for ALL solutions I found to this issue.  This includes, toggling Bluetooth, forgetting devices, restarting phone, resetting Fitbit, removing app and reinstalling, etc etc etc.  I have spent hours trying to sync this.  Every single time I get the 4-digit code, enter it on the app, then it just hangs at "connecting" until eventually it times out and tells me there is a sync issue.  If I select retry when I get that error, then it will not find my device and just keeps "searching" for as long as I have allowed it to run.  You have to close the app, then start all over....again and again and again. 
On a side note I have found ONE and ONLY ONE resolution to my issue.  Reset the Fitbit to factory and remove from the app, then reinstall like you just got it.  While it is time consuming to have it go through all the updates, it works and is a lot less frustrating than trying to get it to sync.
Obviously in my opinion that isn't the best solution, but is an option as a desperate work around. 
I have done this a few times now when the sync stopped and has worked each time so far.


Sent from my Sprint Samsung Galaxy Note5.

[Stayfit2]

I'm not in the tech biz but I've been thinking about your puzzle. By now you are an expert in trouble shooting this issue. You make it as far as getting code then it hangs. . . This is the point at which its looking for internet connection (I think) if I remember correctly, perhaps move as close to your router as possible, it will ask what network to join and prompt for password. . .also may try restarting internet router. . . Fingers crossed for you. . . 

[Destinyst1308]

Thanks I do appreciate. And sorry if I'm coming off a little harsh, this has been extremely frustrating. 
I also thought it could be signal, so I moved to an area where the router is only a few feet away.  When I restarted from factory and reinstalled, I had no issue syncing from the same spot.
Unfortunately, still hung.  So far, I've been syncing fine after my reset to factory.  Only been a few days so I'm crossing my fingers. 🙂


Sent from my Sprint Samsung Galaxy Note5.

[MarcoGFitbit]

Hello @Destinyst1308 and @Stayfit2, thanks for taking the time to reply, I hope you're having a great day. 

I appreciate you have come back and let us know your issue has now been resolved after performing a factory reset on your device. I'm very glad. If you're still experiencing issues in the future, please let us know, we'll be happy to help. 

[Destinyst1308]

I am now updating to let you know my Ionic once again stopped pairing.  As I posted on October 24th, the factory reset worked.  As of October 28th, it stopped syncing.  Odd thing is the Fitbit sync service says it updated today the 31st, my app says the 28th and once again gives a sync error.  
Four days is about how long the last factory reset lasted.  Again I have started, restarted, unpaired, paired, reinstalled the app, everything that I was instructed to do the last two times it happened.
This time, sometime in the night it decided to restart (like it does constantly making it almost unusable for tracking any activity for any amount of time) and reset itself to a 5 hour and 11 minute difference.  Can't say that's a time zone thing with the random minutes added.  I have done everything I can do, but it will not update.  Making it even more useless...cant even tell basic time now.
Once again,  I will reset to factory and continue to track the repeated failures and successes.  Maybe it will help lend validity to others in the community having similar problems but being dismissed as "user error".  One of my primary job responsibilities is IT at work, so I am fairly familiar with basic troubleshooting techniques.
My Fitbit allows me to track activity to reduce my premiums on my health insurance and earn gift cards directly related to tracking long term activity.  So far, I may actually lose my monthly incentive because I have yet to meet my goals since I have been unable to consistently sync.  I was so excited to get this to replace my Garmin, but if this cannot be resolved soon I cannot afford to stay with Fitbit and lose my health incentives.






Sent from my Sprint Samsung Galaxy Note5.

[MarcoGFitbit]

Hello @Destinyst1308, I hope you're doing well, thanks for taking the time to reply. 

I appreciate you have taken the time to share your insight and feedback about this situation. Please note that in no moment we have implied these issues are due to a "user error". With that said, I'll make sure to forward your information to our team so they can take this situation a better look. 

Once I have more information to share with you, I'll make sure to update this thread accordingly. I sincerely apologize for the inconveniences this issue has caused you. In the meantime, if there's anything else I can do for you, please feel free to reply. 

[Destinyst1308]

Sorry, "user error" was merely meant to imply that in many cases, it is
just that the person is not aware of how to troubleshoot, not that it was
an advanced issue.

To update from my last factory reset:

- Factory reset was performed last on 10/31/2018.
- Overnight on 11/04/2018 I began with intermittent restarts that leads
to odd gaps in my sleep tracking (and how I know it starts to do these odd
restarts).
- 11/05/2018 it stopped pairing.
- The following steps were performed:
- Toggle Bluetooth and Forgot device on Bluetooth
- Deleted Ionic from app (unpair) and attempted to reconnect.
- Device was on charger and confirmed the number on the device was
correct. It again got to the point of "connecting" and then will
eventually time out and ask to retry.

All steps above did not successfully re-pair the Ionic. Proceeded to the
below steps:

- Reset Ionic to factory
- Set up as new device.

So far this last factory reset is working longer than the last 3. Crossing
my fingers....

[MarcoGFitbit]

Hello @Destinyst1308, I hope you're doing well, thanks for replying and for sharing more details about the troubleshooting steps you've tried so far. 

I'm very glad to know that the last factory reset has been successful so far and that your Ionic is working normally. If anything changes, please let us know. 

Thanks again for keeping us updated, I hope you have a great day. 

[cblaze]

I have the same problem.

Not able to sync my fitbit ionic since end of June so I delete it from app, and try to set up again, it detected my fitbit but it keeps waiting and abort. I did everything suggested except reset to factory settings, which I really dont feel like doing that.

I also observe that the watch drains battery much faster now, it use to be 3-4 days now 1-2 days.

I hope fitbit take this more seriously, instead of asking us to reset this and that. I haven't worn the watch for a week now, I am thinking of switching to apple watch if this continues since the battery life has dropped to 1-2 days anyway.