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Device heart rate sensors not working

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‎02-21-2018 00:23 - last edited on ‎01-13-2020 14:43 by Fitbit Moderator

‎02-21-2018 00:23 - last edited on ‎01-13-2020 14:43 by Fitbit Moderator

hello my ionic is brand new & just out of the box and it doesn't detect heart rate . everything else seems to be working fine but this . The green led light does not appear to work at all . i have made sure that heart rate is switched to on ( and turned it off and on ) i have restarted it , re synced it and made sure its updated but still nothing i have seen that this is quite common problem upon some research into how i can fix this and i'm so disappointed because it looks like i have to send the item back as its faulty. This will take weeks to rectify and my partner and i were excited to start this journey together. Before i send it back could anybody suggest one more attempt i can make incase i may have missed something ? thanks in advance .

 

Moderator edit: Subject for clarity 

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‎02-21-2018 00:56

‎02-21-2018 00:56

Except wearing it on your wrist, I don't see anything else. HR sensor is disabled if not on your wrist.

But I am sure you tried that

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‎02-21-2018 07:47 - edited ‎02-21-2018 07:53

In response to Ralendil

‎02-21-2018 07:47 - edited ‎02-21-2018 07:53

pistolaki, You could try a Factory Reset.  Swipe left and touch Settings. Scroll down and touch About. Scroll down and touch Factory Reset. If that doesn't work, I would return it for exchange.

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‎01-12-2020 06:47

‎01-12-2020 06:47

Out of the box yesterday 11 Jan 2020.   No LED.  Spent hours trying to get to work and another hour+ with support.   They are sending me a new one.  Boy, do they test these before they ship them?

 

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