Heart rate and Calibration not working

[ChrisLittlle]

I’ve had my Ionic for nearly a year and it has always worked fine until today. The green light on the bottom stopped flashing, so it will not detect my heart rate or steps. I looked the problem up and restarted it maybe times and updated it, yet the light wouldn’t come back on. Once my watch was set up and tried to calibrate I got a red X that said to make sure nothing covered the sensor, yet it was spotless and should have worked. Heart rate is switched ‘On’ on my ionic and in the app. Thanks

[SilviaFitbit]

Welcome to the Community @ChrisLittlle! I appreciate the details that you've mentioned and the restart that you did. 

The red x means that the firmware update didn't complete successfully. I would like you to check if after the Ionic is displaying a red x, you can see the clock face.

Also, please check the Ionic's firmware version by going into its settings and about, you should see 27.33.1.30. 

Let me know if the heart rate works properly after this. 

[ChrisLittlle]

Hi Silvia,

If my ionic tries to calibrate and shows the red X, I’m able to see the clock face when I hit the later button. I believe it’s up to date because it says it’s version 27.33.1.30 . I also tried letting the battery run to zero and restarting it, but that hasn’t worked either. Also tried putting it in rice to see if there could have been water inside but no luck in getting the green light to come back on🤷🏼‍:male_sign:

[SilviaFitbit]

Thank you for getting back @ChrisLittlle! Sorry for the delay in my reply. I appreciate the troubleshooting that you've tried and the details that you've mentioned. 

I've shared your case with our Support team and they've mentioned that you already have a case with them. Please continue the communication through email. 

I'll be around if you need further assistance.