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Heart rate sensors not working

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‎03-08-2020 05:38 - last edited on ‎03-09-2020 14:21 by Fitbit Moderator

‎03-08-2020 05:38 - last edited on ‎03-09-2020 14:21 by Fitbit Moderator

Yesterday during my run the sensor on my ionic stopped working. I have tried everything, making sure the HR sensor is on in settings, restarting, shutting down completely, calibrating when it tried to after restarting. I have not seen a green light at all. I have had multiple fitbit charges and have never had this problem. I hesitantly up graded to the ionic last year and now this... I have had this fitbit less than a year.

 

Moderator edit: Subject for clarity 

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‎03-09-2020 14:20

‎03-09-2020 14:20

Hi @Sgray523, welcome to the Community Forums!

 

Thanks for bringing this to my attention and for troubleshooting your Ionic before posting, I understand how frustrating this matter can be for you. Let me share with you that I've contacted our Customer Support team on your behalf for them to further assistance with the heart rate tracking inconvenience you're currently experiencing with your Fitbit Ionic. That said, please keep an eye on your email inbox because they'll be in touch with you in a timely manner.

 

In the meantime they contact you, don't hesitate to ask me any additional questions you may have.

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‎03-10-2020 06:07

In response to RicardoFitbit

‎03-10-2020 06:07

I have had issues with my pulse rate the green lite going out and not getting a hear beat. I have reset turned off and factory reset my Ionic on different occasions. The green light will come back on but intermittently shut off. so I reset again. This I be-leave has affected my sleep number . For that past couple weeks i have not been able to get a sleep number telling I'm in wrong position or my band is to loose. This is not case I'm sure its because it is loosing the heart beat.  Also my touch screen is not responding like it should . Sometimes not responding at all. Can i re calibrate the screen ? If so how ? I saw this parameter one time on my fit but no matter what I try now I cant find it to do a calibration. Thanks for some help. 

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