Heart rate not working

[RCRestauro]

This happened yesterday when i noticed that the green light was not lighting and no heart rate reading and today, it is not registering my steps and not syncing with my iPhone Xs where my Fitbit app for my Ionic is installed. Have tried all those suggested remedies found in the community but nothing happen. Please help!

[SilviaFitbit]

@RCRestauro Welcome to the Community. I appreciate the troubleshooting tried. 

Thanks for the research done prior to posting. I would like you to confirm you've tried the tips mentioned in this article: Why don't I see my heart rate on my Fitbit device? 

Regarding your watch not registering steps, please restart it and check if after this, your Ionic starts registering steps.  

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

[RCRestauro]

Hi Silvia, appreciate your reply. Have already tried several times re-starting and even shutdown the Ionic but still no HR reading (no green light) and steps not registering.  I also tried re-installing Ionic device to the Fitbit app but still got nothing. The Fitbit app is also updated. The only function working is the clock (and alarm), which reduced this Ionic to a conventional watch. I really need this to be fully functional again. I got the device just last December 2019.

I have Blaze before and it does not have this kind of issues for more than  two (2).

Thanks and regards.

[SilviaFitbit]

@RCRestauro Thanks for getting back. I appreciate that you confirmed the troubleshooting tried. 

In this case, I've shared your post with our Support team, they will continue assisting you through email, please check your email inbox. 

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

[RCRestauro]

Hi, i got additional issue with my Ionic which started about two days ago. Whenever i will press the RELAX icon for the breathing exercise and press play, the Ionic screen freezes and i can’t do anything then afterwards it proceeds to a restart without me pressing any buttons. When this happens it’s very hard to power on the Ionic again.

I am getting desperate with my Ionic right now with all these issues encountered.

[SilviaFitbit]

@RCRestauro Thanks for getting back. Sorry to hear that you found additional issues with your Ionic. 

Since you already had a case with our Support team, please reply back to the case and our team will continue assisting you. 

Catch you later. 

[Sri166]

Hi, I am facing the similar issue. I have been using this watch since feb 2018 and was working fine until lastweek. Before it goes mute, suddenly the step count was randomly increased with no moment at all and  battery drained out and buch of lines on displays..  but,currently it no issues with display, it just acting as a normal watch with calories burn count.. except this nothing is working hear rate, step count etc...

I tried reinstall app and did factory reset several times but no luck.. 

Please suggest if you have any solution..

[SilviaFitbit]

@Sri166 Welcome to the Community. Sorry for the delayed reply. 

Thanks for the details mentioned and the troubleshooting tried. Sorry to hear you're experiencing this with your watch. 

In this case, I've shared your post with our Support team and they will continue assisting you through email. 

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

[Sri166]

@SilviaFitbit any update on this issue please?.

Is this problem due to physical hardware or sensor issues or a software?, if yes, have you fixed this in the upcoming release?

[Wilso03n]

So many people are experiencing the issues with their fitbit  no longer tracking heart rate Prepaid Gift Balance.

[SunsetRunner]

Hi.

I also have big problem with heart rate and sleep score. Since about a month ago.

My ionic says that I am in the peekzone, heart rate about 170,  when sittting in my chair resting.

The sleepscore doesn´t whork either. Also have to put in my pincode all the time.

Everything started with the firmvare uppgrade for a month ago.

Did a new firmvare upgrade yesterday, without any success,.

Do you have any fix for this?