Heart rate monitor not working

[Lucho56]

Heart rate monitor not working 

[svilardo]

On occasion that happens to me as well.  I take it off and rub the connectors and then it usually works for me. 

[RicardoFitbit]

Hello guys! I'm here to provide assistance. I'd like to give a warm welcome to our Community Forums for both of you @Lucho56 @svilardo .

@Lucho56  If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? take in consideration the information that is specified there and let me know how it goes. 

@svilardo Thank you for your post and suggestion, I'm sure that your recommendation can help other users here in the Community! 

I'll be around. Let me know if both of you have any additional questions for me to answer.

[Adam_M]

Hi, I'm having the same problem.  I just received my first new Ionic today and the HRM has not worked since I took it out of the box.

• I believe everything is fulled updated
  • phone app
  • Fitbit (Firmware version: 27.33.1.30)
• Cycled the HRM in settings
• Factory reset and tried updates again
• Should the LEDs on the back be visible like on the Charge 2?  They have not been on since I've been trying to get it working.
• The sensor calibration prompt has appeared several times and failed each time I run it.  It says the sensors are blocked no matter how I try to position the unit.
• Aside from no HRM, the other features appear to be working ok.

Thanks for any help.

[RicardoFitbit]

Hello @Adam_M welcome aboard! Let me give you a hand with your Ionic.

First, I'd like to appreciate your time and patience troubleshooting this heart rate situation prior posting here. That said, I'd like to let you know that our Support team was contacted on your behalf to receive further assistance with your new Ionic device. Please keep an eye to your email inbox for their contact, they'll be in touch with you soon.

In the meantime they contact you, please let me know if I can do anything else for you.