Custom stats not saving

[joannabeckes]

After the new OS update, I am unable to save my custom stats. I like to view particular things when I run, bike, etc. I work out 2-4 times a day, and it is frustrating to have to reset these before every single exercise. Anyone know what is going on with it?

[mlong12]

Same problem with ionic

[mroberts624]

I got a new Fitbit Ionic after the battery on my old one seemed to not be working properly.  I set it up (which I think is akin to a factory reset) and set custom stats for the workouts I use that came preloaded on the watch (swim, bike, run, and weights).  I chose a new clock face, synced, then added other workouts I use (hike, yoga), set custom stats for hiking and yoga, and synced again.

As usual, my custom stats for yoga and hiking reset after syncing.  However, my custom stats for swimming, biking, running, and weights did NOT reset.  Fitbit definitely needs to fix this glitch with a real solution (I spoke to a Fitbit rep at Best Buy about it when I got the new watch), but the factory reset/clock face workaround that some have posted on here seems to work.

[MattFitbit]

Hi everyone. Just wanted to thank you for your continued patience as our team works to resolve this issue.

I can assure you that your voices have been heard and that your feedback has been forwarded to the appropriate teams for review. I will be sure to keep you all in the loop as more information becomes available. 

In the meantime, I can recommend periodically performing a restart as well as keeping your Ionic and app up to date.

Also, as a friendly reminder, let's be sure to keep this conversation as productive as possible. I know that issues like this can be frustrating at times, but I believe it is also important that we continue to follow our community guidelines to maintain a positive and productive environment for all. 

As mentioned, I will be sure that your feedback is heard by our team and I will keep you updated as more information becomes available. Feel free to let me know if you have any questions. 

[smoothfox]

Matt,

Just a friendly and positive question about Fitbit corporate resolution expectations.

All of the Fitbit customers that pay your overheads and generate your profits spent $300 for each nonworking Ionic watch.  All of your Fitbit customers have been patiently waiting for your fix for 7 months, so would you consider that a friendly and positive Fitbit experience?

Would your mother or your wife be happy if she spent $300 on something that did not work as advertised?

Please let us know if you have a problem resolution timetable?  Days, weeks, months, years?

So there is no confusion, I was just asking in a friendly and positive manner.  Let's fix this thing Fitbit broke 7 months ago so that it works again! 

Everyone wins!!!

[trekkerdean]

I am guessing the issue has not been resolved, as part of the current update that is being rolled out? 

[smoothfox]

You are correct.  New update also causes run exercise mode to STOP tracking mid run and heart rate monitor to STOP randomly.

[LuciaFitbit]

Hi @smoothfox and @trekkerdean, thank you for your response. At the time I can't provide an estimated time range for this bug to be solved. As soon as there is an update, we will keep you informed. Unfortunately a solution for this situation was not included in the last update. 

@smoothfox for the issues that you are experiencing after the update, I suggest that you perform a restart. 

Thank you for your understanding. 

[smoothfox]

To start w

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@LuciaFitbit wrote:

Hi @smoothfox and @trekkerdean, thank you for your response. At the time I can't provide an estimated time range for this bug to be solved. As soon as there is an update, we will keep you informed. Unfortunately a solution for this situation was not included in the last update. 

@smoothfox for the issues that you are experiencing after the update, I suggest that you perform a restart. 

Thank you for your understanding. 

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To start with, I don't understand Fitbit corporate incompetence.  Every Fitbit moderator reply includes something along the lines of "Restart or factory reset" but blah, blab, blah nothing works.  Any chance your team could actually just fix the Ionic?  Also, isn't it Ironic that this smartwatch really isn't so smart?  Our 6 year old Motorola Motoactvs are still working and this Ionic junk has never worked properly.

Thank you for your understanding!

[mroberts624]

@smoothfox Factory reset does work.  Do a factory reset, set your stats as you want them, then change your clock face.  I have done it twice and it works.

A proper fix would obviously be much better, but this works in the meantime.

[Lawson77]

 It is a pity when the only solution to a six month old problem is "Do a factory reset"

- followed by the comment "Thank you for YOUR understanding"

I think we would understand it better if the problem was fixed and no restart was required

I trust Fitbit sees the irony in this

[KyKenD]

Just tried this and it does NOT work.  This is a self made six month+ old problem Fitbit should prioritize and fix.  It’s enough to make me leave their ecosystem all together.

[McLuke]

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@mroberts624 wrote:

@smoothfox Factory reset does work.  Do a factory reset, set your stats as you want them, then change your clock face.  I have done it twice and it works.

A proper fix would obviously be much better, but this works in the meantime.

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Thanks will try this tonight!

But yes, an actual fix would be great.

[McLuke]

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@KyKenD wrote:

Just tried this and it does NOT work.  This is a self made six month+ old problem Fitbit should prioritize and fix.  It’s enough to make me leave their ecosystem all together.

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Worked for me

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@mroberts624 wrote:

@smoothfox Factory reset does work.  Do a factory reset, set your stats as you want them, then change your clock face.  I have done it twice and it works.

A proper fix would obviously be much better, but this works in the meantime.

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 Thanks for the 'fix', it's far more than anything Fitbit has advised.

[smoothfox]

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@McLuke wrote:

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@KyKenD wrote:

Just tried this and it does NOT work.  This is a self made six month+ old problem Fitbit should prioritize and fix.  It’s enough to make me leave their ecosystem all together.

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Factory reset does not work for our 4 Ionics.  Still waiting for Fitbit corporate to fix this KNOWN problem.

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[shielalee]

Worked for me too, so far...

[Mikegillett]

I have to admit I am getting rather frustrated with Fitbit. There are plenty of what should be simple fixes and additions to the Ionic, but they are not implemented. These pages are full of suggestions.

I mean you moderators no offense in what I say next: The only thing that seems to happen is that you say “We’re looking at it.”  How about instead of moderators the enginers and software designers come on here and explain why we pay top dollar for a device only to see Fitbit pour it’s money into lesser devices like the Ace, Versa, and Charge 3?

We all bought that Ionic to take our fitness to the next level.  But basic things aren’t changing. Why aren’t we able to save our custom settings? why won’t we get Cadence/pace alerts?

many of my friends have abandonded Fitbit for Garmin.  I have to say, I’m getting close...

[mlong12]

Just bought a Garmin...

[Duke552]

The Factory reset worded for me

[Lawson77]

No offence or negativity intended - but imagine if every time the FitBit CEO wanted to climb in his/her car and drive somewhere that he would first need to change the tyres ! Would they remain loyal to that car brand ?

[IamDefiler]

Even though this has worked for me, there are other things still not working correctly. I'm giving fitbit one more update to fix all of them and then I'm switching to Garmin. I feel I've given fitbit long enough for fixes to issues they have known about for almost a year.