08-24-2020
22:37
- last edited on
08-25-2020
07:31
by
YojanaFitbit
08-24-2020
22:37
- last edited on
08-25-2020
07:31
by
YojanaFitbit
Hi dear,
since yesterday my Fitbit Ionic doesn’t count steps and the heart rate sensor doesn’t work, with no measure of the bpm.
I already try the following:
- check if the heart rate is on and switched it off and on again.
- reboot the watch
- delete watch from the app and register it there again
- update the the clock face
- search for updates for the app
what can I do in this situation?
Moderator Edit: Clarified subject
08-25-2020 18:40
08-25-2020 18:40
Hi @AlexCatuta, welcome to the Community Forums!
Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To better assist you with this, can you please let me know if your steps and heart rate information is neither syncing with your Fitbit account nor showing such stats in your watch? This way we will be able to identify if the device is in fact tracking such information but not displaying it on your watch.
Looking forward to your reply.
08-25-2020 20:40
08-25-2020 20:40
This is my first time to join and ask. So bear with me if this is not the correct channel to proceed.
First my screen went black. It turned on when I cleaned the sensors with alcohol wipes. I then charged it to 100% but then it drained fast. So I cleaned the sensors and the battery ports again. I removed the music option and other notifications to save battery usage. Then the calibration screen came on. Did what was asked but got the big red X. Next time I got the sign, I selected "later" as suggested. Thats when I noticed that my ionic was not tracking my steps and bpm. It is syncing to my app and connecting to my WiFi. I have tried several times to reset the watch and go through the steps as listed in the forum solutions. I am running out of suggestions and time just reading through all these issues. The headings say "Resolved" but I do not see how it was resolved. This is getting super frustrating. I hope someone can truly resolve this issue.
08-26-2020 00:44
08-26-2020 00:44
Hi Ricardo,
the watch is syncing with the app and I can see the data there. So, no problem with syncing or the data informed in the watch. Seems that the motion function to turn the screen on is not working properly either. I need to make a sudden movement to have the screen on without pressing the button.
Thanks for the reply and I am waiting for more instruction of how to procedure.