Fitbit Ionic won't measure heartbeat and steps

[EtoFeek]

Hello everyone,

My Fitbit Ionic is about 1½ years old by now and it stopped working normally just recently.

It stopped counting steps and taking my heartbeat after I've worn it for a swim in the public pool. That was the very first time I used it for swimming. I've tried everything. I restarted it, let the battery die and recharge it back to 100%, disconnected it from my phone, looked for any updates I missed but nothing worked, so I'm guessing the Ionic itself is broken.

Is there something else I could try or should I send it in for a repair/replacement?

Thanks in advance!

[Teppo]

Have you recently updatet it?

I got an update couple days a go and now my ionic is just fancy regular clock... Do they even test those updates?

[EtoFeek]

I don't remember when i updated mine, but it's always on the latest one. I'm guessing you're having the same problem then. I hope it's just an update glitch/bug because I somewhat depend on my Ionic for the heartbeat monitor

[muluk]

I also have tried everting but it is not tracking my steps, heart rate and sleep. I am not sure what else to try. Did anyone responded to your question?

[LiliyaFitbit]

Welcome to the Fitbit Community, @EtoFeek, @Teppo and @muluk.

@EtoFeek Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend confirming if your Fitbit device is updated to the latest version: How do I update my Fitbit device? If the issue persists, please contact our Support team for further assistance. Click here to get connected with them via chat or phone.

@Teppo Thank you for joining the thread and sharing the details of the issue you're experiencing with your device. I understand your concern and recommend doing the following:

1. Confirm that the heart rate setting is turned on: on your device, open the Settings app > Heart Rate > tap to turn the setting On. For complete troubleshooting tips, see What factors can affect my heart-rate reading on my Fitbit device?

2. Restart your device: How do I restart my Fitbit device?

@muluk I am sorry that you are going through the same situation. I appreciate your troubleshooting efforts. If you've already tried restarting your device, I recommend getting in touch with our Support team so they can look deeper into the issue and help you with this matter. Click here to get connected with them via chat or phone.

Hope this helps. 

[DonOBrien1]

i have exactly the same problem - no heart rate or steps being recorded for last week. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @DonOBrien1.

Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I recommend restarting your watch and following the rest of the troubleshooting instructions in What factors can affect my heart-rate reading on my Fitbit device? 

Hope this helps. 

[SheriSparkles]

This started after the most recent update!  I basically have a very expensive watch right now.  My Ionic isn't recording steps, heartbeat, active minutes, and not synching with my One, which I also wear because the Ionic is terrible at calculating flights of steps.  I have tried the restart (pushing all three buttons on the watch at the same time) several times, and nothing is making this start back up.  The battery is also draining terribly, and nothing is helping.  Until I got the update, all was working fine.  When are the developers going to roll-back this update, and fix the problem that we are all clearly having!

[SunsetRunner]

This describes my issue also. I reset my iconic this morning and it started counting steps again but this afternoon it has stopped again. Any further steps would be appreciated. Many Thanks Si

[TaylorFritz01]

This happened to me to. Updated it a day or so ago and now my steps aren’t tracking. I’ve had problems off and on with my HR tracker too 😞 

[TaylorFritz01]

I’m in the same boat! The recent update broke my step and HR counter 😞 

[LiliyaFitbit]

Welcome to the Fitbit Community, @SheriSparkles, @TaylorFritz01 and @SunsetRunner.

@SheriSparkles Thank you for joining the thread and sharing the details of the issue with your watch. I understand how you are feeling and appreciate your troubleshooting efforts. I recommend getting in touch with our Support team so they can evaluate your device's behavior and help you with this matter. Click here to get connected with them via chat or phone.

@SunsetRunner I am sorry that you are going through the same situation. I was able to see that you have already contacted our Support team and that they were able to help you. Thank you for your time and efforts.

@TaylorFritz01 Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I understand how you are feeling and would like to confirm if you've tried to restart your watch: How do I restart my Fitbit device? For complete troubleshooting instructions to resolve the issue with heart rate tracking, see What factors can affect my heart-rate reading on my Fitbit device? 

Hope this helps.

[TaylorFritz01]

Hi there,

Thanks for monitoring the channel on here. Yes I’ve hard reset my ionic
twice this afternoon and resynced, to no avail :(..

[LiliyaFitbit]

Thank you for your reply, @TaylorFritz01.

I am sorry to hear the issue persists, thank you for your efforts. I recommend getting in touch with our Support team so they can look deeper into the issue. Click here to get connected with them via chat or phone.

See you around.

[muluk]

I did reach out to fitbit support and they asked me to do all the step I already completed but nothing worked. They said they would escalate the case and Iwiuld be contacted by email but it has been over a day now and have not received any email. This is very frustrating thing

[DonOBrien1]

I am in exactly the same position - hard factory reset, takes over 30 minutes to complete. App deleted and reinstalled. Bluetooth forgot device and re-paired. Nothing works. 

[SheriSparkles]

I have contacted support.  They seem to have no idea that there is a major issue happening with the Ionic.  I have performed a factory reset, but that has only further intensified the problems.  The Ionic is not updating it's software, it continues to fail over both BlueTooth and WiFi to update.  Now, I have a non-functioning watch. FitBit clearly doesn't think this is serious problem, so you are now running off your customers in your failure to make this a top priority to fix.  

[SunsetRunner]

I contacted Fitbit Support yesterday evening and after several attempts, i successfully managed a factory reset. (Really good chat support). Today my iconic has worked faultlessly although I am missing the watch face I was using. I hope you get sorted soon.

Sent from my iPad

[LiliyaFitbit]

Thank you for your replies, @muluk, @DonOBrien1, @SheriSparkles and @SunsetRunner.

@muluk I am sorry to hear about the frustration this situation has caused, thank you for the update. Support is limited by the number of representatives available at a given time and the hours of operation. I know they will do their best to help you, please keep an eye on your inbox. I appreciate your patience and understanding.

@DonOBrien1 I appreciate your efforts and the additional details. I was able to see that you have already contacted our Support team regarding this and that they were able to assist you. Thank you for your time and efforts.

@SheriSparkles Thank you for contacting our Support team regarding this matter. I understand how you are feeling about this situation and appreciate your feedback. Since you continue experiencing difficulties with your watch, I recommend getting in touch with our Support team again so they can discuss the options available to you. 

@SunsetRunner I am glad to hear about your experience with our Support team and hope you continue working on your health and wellness goals. Thank you for your time and feedback. You can change your clock face by following the steps in How do I change the clock face on my Fitbit device? 

Have a good day.

[SunsetRunner]

Thanks for the feedback. Unfortunately today my Fitbit has counted 30 steps in total despite a very activity. I’ll contact the support team to discuss. I’ve also lost all my alarms.