Heart rate monitor is not working

[Kimrenew]

My ionic has not read my heart rate in days it just stopped working. I've reset my watch I've shut it all the way down I've also updated the app still nothing

[RicardoFitbit]

Hey @Kimrenew thanks for bringing this to me, it's nice to see you again participating in the Community Forums. Let me give you a hand with your Ionic.

Seems odd that your device is not recording heart rate information as designed, thank you for taking the time to troubleshoot your device prior posting. Let me share with you that occasionally the Fitbit can have difficulty finding a signal, typically due to the fit. For example, wearing your band tightly may constrict blood flow in your wrist and affect the signal. I also recommend experimenting with how high you place the tracker on your wrist. 

If you're wearing the tracker correctly and the heart rate setting isn't turned off, try changing the setting (either Auto to On or On to Auto) and then syncing your Ionic. The change won't take affect until you sync. If heart rate still doesn't appear after the sync, try restarting your Ionic one more time. For more information and details, please check: Why don't I see my heart rate on my Fitbit device?

Keep me posted, I'll be here.

[Kimrenew]

I've already tried everything that you mentioned in the email prior to
writing a post on the Fitbit community. That's why I was asking for help.
It's been out since Friday June 14. I've reset I've restarted I've also
factory reset the watch nothing has changed. And as of today it still is
not working.

[miketernary]

I have similar issues, I've had my Ionic for 6 months - heart rate monitor stopped working on Monday, also has stopped measuring steps and sleep. I haven't got it wet. I did manage to drop it 4 months ago and crack the screen, but its been working fine since then until this week. I've tried turning it off an on. Strangely, the calorie counter still seems to work??? Please help!

[cmiras]

Once I finally got the new update to update to download, the green flashing light on the back of Fitbit went off and I haven’t got a heart rate reading in a couple days now. Seems Fitbit doesn’t have a solution to the problem if your app and your tracker are up to datebook. I still have the same problem. Debating on buying a new one...

[miketernary]

Thanks - I saw the other suggestions about changing watch face t a Fitbit one... which have tried and now get to see that its been trying for the last 2 hours to update, and no obvious way of aborting the change... driving me to distraction!

[cmiras]

You have to get the update to download. It wouldn’t work for me until I did a factory reset. Try installing the update while on WiFi close to wireless router first. I eventually had to do a factory reset on mine before it would work which is found under settings —> about (on tracker). This creates a new problem for me but at least it’s syncing steps.

Christopher 

Moderator edit: Removed personal information 

[miketernary]

Thanks Christopher - I'll give that a go

[miketernary]

so, some hours later, I'm attempting to start again from scratch, full factory re-set and hopefully a functioning watch face. Its not going well to be honest: watch sitting next to router but couldn't see it (I shouted at it), then needed update, with no wifi having to use bluetooth which is taking forever. Only hope this is going to work!

Of course its possible that me dropping the watch (fitted with a rubbish 3rd party band) and cracking the screen might not have helped any, but I did that back in Feb.. and its been working perfectly fine till this week. Just spotted a thing called a Delivfire on Amazon for £30.... I'll show my Ionic the picture and see if it gets the hint 

[miketernary]

I eventually managed to get the thing to update, and started set-up process. Updated firmware, eventually attached it the wifi (only attached to main router, not Devolo extension hub). All fine until it got to the 'calibrating sensors' step - when it wouldn't, just tried and then errored. Will try to return it John Lewis, but I suspect my cracking the screen will leave me fitbit-less. 

[Patzzzz]

I am having the same issue beginning the same time frame. I have not gotten my Fitbit wet nor dropped it. Seems Fitbit might be having other issues? This was rather an expensive gift that shoukd be expected to perform longer than 6 months.

[cmiras]

Yes, absolutely should not break that fast. The heart rate issue I’m convinced is with their software somehow. I don’t get why it hasn’t been figured out yet. People who have Apple Watch don’t have these types of problems. I’ll stand by fb a little while longer but I’m not impressed by how these situations are handled...

Christopher 

Moderator edit: Removed personal information 

[RicardoFitbit]

Hello guys! I'm happy to continue providing assistance with your Fitbit devices, my apologies for the delay in responding each of your posts. Thanks for your reply @Kimrenew. Welcome to our Community Forums @miketernary and @Patzzzz. It's nice to see you again participating here @cmiras.

@Kimrenew I appreciate your effort and time troubleshooting your device prior posting. I'd like to let you know that our Customer Support team was contacted on your behalf to receive further assistance directly with them. Please keep an eye to your email inbox for their contact, they'll be in touch with you soon. Same for you @miketernary, please constantly check your email for their contact. 

@Patzzzz Thanks for letting me know about your difficulties. Can you please let me know if the troubleshooting steps that were posted before were already took in consideration so we can both move forward?

@cmiras Your posts are appreciated, thanks for your patience and for troubleshooting your device. Our Support team informed me that they are already assisting you with this situation, therefore, please constantly check your email inbox for any update from them. Also, let me know if I can do anything else for you.

See you around. 

[Patzzzz]

I have and nothing works. I am emailing with someone in customer support... not sure why we cant trouble shoot over the phone instead of through emails (it's very time consuming, waiting for you to respond to me, and then the whole process starts again when you ask me to try something else)

[cmiras]

I honestly believe Fitbit does not have an answer. I did a factory reset after days of dealing with what you dealt with and the download finally worked. It took over an hour and only worked on Bluetooth connection. Then the update messed up my Fitbit. The heart rate monitor basically stopped right after and I have screen shots I sent them. Have not got a response yet. I ended up buying a new one at a discounted rate and I am not happy. It’s  not something I can fix. It’s a software issue. 

[Patzzzz]

So just now my fitbit said my clock face expired. I was trying not to have to pay for a clock face, seems to me for the price of this fitbit it would come with a clock face. Please explain, I bet if I buy a new click face, my heart monitor will work. Again, please explain how a 250 dollar tracker-watch does not come with a free face.

[cmiras]

Some are free you have to go on your Fitbit app and click on where it says ionic and then click clock faces and all clocks. On the description it will say if it costs anything. Check when it was last updated I tried using Fitbit’s clocks and that didn’t work bc I saw they have not been updated in a while and I feel like they don’t work with their new software. They are probably racing for a patch to this mess.

Miras

Moderator edit: Removed personal information 

[miketernary]

Not sure if this is the same for others on this post, but not only does my heart rate monitor not work, nor do any other of the functions which make this more than a watch. So no pedometer, not steps, no real calorie burn (just the background calculation which assumes I'm still alive)... 

Also I think others also had problems with connecting to wifi? - intermittently? I have updated/re-started/factory re-set many times now. Getting the 'Calbrate snesors' message and then it errors (red cross)... 

On the plus side I know what the time is

[Patzzzz]

Lol...it’s so frustrating. They continue to try to problem solve through emails, asking me to do something I’ve already told them I’ve done and they are only emailing me once a day. This is crazy. Researching other fitness trackers now.

[Patzzzz]

Obvisiously, their customer satisfaction is not a concern.