Ionic couldn't not detect steps

[jeandenys]

Hi, 

fitbit ionic couldnt detects steps. And when I restarted the ionic , the steps stayed the same even when I'm test it by walking around. And it happens quite a number of times since Dec 17. These steps are very important as I need to hit some number of steps in order to get rewards (Organised by some company) . 

When ionic couldnt able to detect the steps , I would use exercise function as run and even though I'm only walking. 😞😞

Any advise to resolve this , as I can't able to set ionic as exercise all the time.😅😅

Thanks 😀

[SantiR]

@jeandenys Welcome to the Fitbit Community! Thanks for posting the situation you are experiencing with Ionic not counting steps. Thanks for performing the restart steps. That usually help when this kind of things happen.

Are you still experiencing the same? Is Ionic not calculating any steps at all? 

By any chance, have you tried performing a factory reset? This is used as a last resort, but it may help you out. To do this:

• Open the Settings app on your Ionic.
• Tap About.
• Tap Factory Reset.

Please note that doing this will erase every app/clock face or music you have downloaded to Ionic. Your previous data, however, will not be deleted.

Try this out and let me know how it goes! 

[jeandenys]

Hi there,

I contacted the support team and its still the same. Even though i've done the factory reset.

[Sheldoreo]

Hello,

You mentioned a workaround of starting an activity.  Do these activities count steps for you?  If so, sounds like a software issue.  If not, then could also be a hardware problem.

Either way, seems like the basic functionality of the watch is broken and I would attempt to get a replacement if soft and hard resets have failed to resolve it.

[SantiR]

@jeandenys Thanks for your reply and for contacting customer support in order to sort this out. Also, thanks for performing the factory reset.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox!

@Sheldoreo I hope you're doing well! Thanks for sharing your experience on this thread in order to sort this out. Thanks for helping out. I'm sure customer support will help a lot with this.

Also,  take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

Keep me posted!