Ionic Stopped counting steps/heart rate

[IrishGuy67]

Anyone know how to fix step count and heart rate monitoring?  My ionic stopped counting steps sometime between 4/25 and 4/26.  

steps taken to try to resolve:

- downloaded other clock faces

- shutdown/deleted app and did hard shutdown ionic

- restored factory setting on ionic

none of these actions have worked... have down the last two firmwire upgrades and not sure if that’s what broke my counting/heart rate bpm.

any help / guidance would be greatly appreciated.

[wlp670]

I had my Ionic for only a month and a half. As of last night, it stopped counting my steps and heart rate.  I have performed multiple hard resets but it has not fixed the problem. It also keeps prompting me to calibrate it but fails every single time.  And lastly, my phone app keeps alerting that there's an update but every time I update it, the notice comes back.  It is already at the latest update version.

I am on my 3rd Fitibit having two Blazes before that both had battery issues within two years and now, with my Ionic not even two months old and already having problems, I am looking at never buying a Fitibit again unless these issues can be repaired/resolved. 

I hope someone on this forum or at Fitbit can tell me how to fix these problems as I really enjoy the app but the watches are giving me nothing but headaches.  I've already given Fitbit way too much money for three watches that don't last!

[SilviaFitbit]

@IrishGuy67 Welcome to the Community. Thanks for the troubleshooting tried prior to posting and the details mentioned. 

@wlp670 A warm welcome to the Community. I appreciate the troubleshooting tried and the detailed information shared. I've merged your post here because you're experiencing the same. 

In this case, I've shared your post with our Support team and they will continue assisting you. Due to recent events affecting our operations, we may need more than 7 business days to respond. 

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

[MvdE1975]

Sinds de update wordt hartslag en stappenteller niet weergegeven. Ook het cal verbruik is onjuist. Dit is mijn 3e fitbit ionic binnen 2 jaar die problemen geeft. 

Ben hier niet blij mee. 

Graag hiervoor een oplossing zodat het fitbit ionic gebruikt kan worden waarvoor het bedoeld is. 

[IamSam89]

I hear you! I've had a Fitbit since December 2012. I went through 3 Fitbit Ones, 1 Ionic, and now I'm having an issue with my 2nd ionic after 8 months. As you know, THEY'RE NOT CHEAP. However, I have found that the Ionics have broken down like clockwork. First one lasted about 15 months, then they gave me a discount for 25% because I was just passed my 1 year warranty.  Probably because it's higher tech, but my Fitbit Ones had lasted me more 2+ year and my Ionic clearly has not.

Out of nowehere, my fitbit just suddenly stopped detecting my heart rate at like 3 am, my steps, it won't calibrate, the newest firmware stops loading after 60%. 

I've performed multiple hard resets until my fingers are numb, I've changed clock faces, I've unpaired and paired bluetooth, I've disconnected and reconnected to wifi, I've performed Factory Reset. 

Maybe this is fate telling me to move on to Apple watch or something else. 

[MikeTracy]

Exact same issue. 

And not even 18 hours ago was I having a conversation with a friend about how I’ve had no issues with my Ionic. 

[IamSam89]

So after speaking to another support person. Who basically asked me to perform the same task to hard reset, they’ve decided to ship me a replacement. 

[wlp670]

I received an email from a Fitbit rep and did what was recommended but it still did not fix my Ionic.  My app is updated and when I click on the update for my Ionic, it performs the update, but when it is done, the update request is still there.  I have updated my watch five times in one day but nothing has changed.  Also, the Ionic is constantly trying to calibrate but also constantly fails.

Is there another way to fix my Ionic?  Maybe you should look into a patch to fix the problems that the most recent update caused. 

I sent an email similar to this but have not received a response and it is useless to use my Ionic when it is not working correctly.  Might be the last Fitibit I ever buy... Lucky for me I bought a different fitness tracker from another brand when my last Blaze crashed.

[Rox66]

Yep... I did everything you did to fix and it won’t track steps.  They are stuck at one number and my cardio for day went to zero.

[MvdE1975]

Beste @SilviaFitbit 

Waarom zijn er geen oplossingen voor de problemen. We kunnen onze Fitbit al bijna 3 weken niet gebruiken waarvoor deze gekocht is. Jullie gaan zo echt veel klanten verliezen. 

Kan toch niet waar zijn dat een update zoveel problemen veroorzaakt. En kom niet met een oplossing zoals het indrukken van een aantal knoppen, dit werkt echt niet.