Ionic Heart Rate stopped tracking among other bugs :(

[Grahammer]

Starting a few days ago my Ionic decided to stop tracking heart rate data. The heart sensor seems to still be active at least in terms of the little green light. In addition, the thing stopped counting steps and the software kept restarting itself as if I was doing a soft reset (Holding all three buttons). 

Since this occurrence I have:

Turned the Ionic off through the about settings

done a soft reset (Hold all three buttons) 4 times

Factory reset 3 times 

changed watch face multiple times. 

I am using no 3rd party apps or watch faces.

Synching with IOS iPhone 8

Purchased ionic January of 2018

The ionic continues to restart itself, not track heart rate and now it is tracking 3-4 steps per second that I’m not taking for various spans of times. 

Im not sure if this is a software issue or a hardware issue. 

Is is anyone else experiencing this?

I am doubtful that there are solutions to this after 3 factory resets and still the same issues.

thanks everyone!

[RicardoFitbit]

Hello @Grahammer thanks for your post, welcome to the Community Forums!

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Ionic device isn't working as the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye to your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions. 

[Grahammer]

Thank you! I appreciate it and will look for the customer support email!

- Nathan

[robertreinink]

Got the same issues. Discovered this after one of the latest IOS app updates. Might be a coincidence. No heart rate is showing, the green light is working, steps are counting up automatically, even if the Iconic is on the table. Screen is constantly on draining the battery. Did a factory reset. The screen issue is solved but no heart rate showing and steps counting up issues are still present. Sadly this Fitbit is now just a normal but expensive watch.

[RicardoFitbit]

You're welcome @Grahammer, thanks for your reply. It's nice to see @robertreinink participating again here in the Community Forums. Sorry for the delay in responding.

@robertreinink I appreciate your effort and patience troubleshooting this situation prior to posting. To better assist you with this situation, can you please let me know if the troubleshooting steps that were mentioned on this thread were already tried? Specifically the ones from the first post? Please keep me posted so we can move forward with this.

@Grahammer Please do not hesitate to contact me back if you require further assistance or have any additional questions for me to answer, see you around.

See you around.