Ionic Not Tracking Steps/HR and Doesn't Detect Quick View

[TravisBrown]

I had issues with my last Ionic and took it back to Best Buy.  This is a brand new one, just purchased 9/24/18.  It won’t track steps/HR and I have to push a button to turn face on.  All setting have been checked to reflect what I’m asking it to do, and I have turned on and off multiple times.  Also tried switching faces.  Please help!

Moderator Edit: Updated Subject for Clarity

[SantiR]

@TravisBrown Welcome to the Fitbit family! Thanks for taking the time to share the experience you have had with Ionic on this board. I'm glad that Best Buy replaced your previous unit. It is strange that is is not tracking your steps nor heart rate; thanks for trying changing the faces, checking the settings, and turning it on and off in order to sort this out.

In this case, I'd recommend performing a restart on your Ionic. This should certainly help it out to start recording data. If after doing that it is still not working, please perform a factory reset on your Ionic (tap your Settings app on the watch > About > Factory Reset). Note that this option will erase all apps and music you have previously installed/downloaded to your watch.

Regarding Quick View, please tap and hold the left button to access the device's settings. You will find the "Screen Wake" option there. Feel free to select it to be automatic.

Try this out and let me know how it goes! 

[TravisBrown]

So, I tried it, and the HR worked but the steps were frozen on 30. I was going to try to restart one more time when I got home, but no it says clock error. Try another face. It has done this on 2 different faces. Also it won’t let me get into settings to factory reset. What do I do?

Sent from my iPhone

[MarreFitbit]

Thanks for getting back and for the details provided @TravisBrown. While reading your post, I was wondering if the clock face you're using are from a Third-Party App? If so, would you mind trying to switch to a Fitbit clock face? 

When you try to access to settings for the factory reset, what do you get? Is the display frozen?

Looking forward to your response! 

[TravisBrown]

I tried another master reset, and only used Fitbit faces. It worked for about an hour then stopped tracking heartbeat, but still did steps. Now not tracking anything.

Sent from my iPhone

[TravisBrown]

Still waiting on reply

[DavideFitbit]

Hello @TravisBrown, thank you for confirming the steps you already tried, I'm sorry to see that you continue to experience the same difficulty. 

If sent your information to the Customer Support team for further assistance with this, but I've been informed that you already got in contact with them and they're providing you assistance with this. 

I hope everything goes well, keep us posted on the outcome.