HR sensor not working, but green light is on

[Mc1924]

I purchased the Ionic about 2 years ago but recently the heart rate monitor and GPS have stopped working. I have cleaned the band, restarted it, moved to other hand, tried different positions, restarted again, and performed a factory reset with no success.

In addition I went into fitbit studio and used the starter app to display sensor data, which shows the app with all sensors working but '{ ... }' for the HR monitor, which means it is a hardware issue. Is there anything I can do to fix this?

[SilviaFitbit]

@Mc1924 A warm welcome to the Community. Thanks for the detailed information shared. 

I appreciate the troubleshooting tried prior to posting. Since you've tried the recommended troubleshooting but the heart rate monitor is still not working. I could create a case on your behalf with our Support team and they will explore your options, let me know if you would like to create a case for you. 

Catch you later! 

[Mc1924]

Yeah that’d be great!

[SilviaFitbit]

@Mc1924 Thanks for getting back. I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

I'll be around if you have any additional questions.