Ionic counts steps on its own tirelessly and doesn't stop

[VanjaR]

Hi all, I updated my ionic fitbit two days ago and at first it didn't count any steps. I restarted it and after that it just keeps counting even when it is sitting on the table on its own (it did 60,000 over night).

I tried several shut downs, resetting to factory settings but nothing changed. Anyone knows how to solve this situation as I can't use it like this.

Thank you!

Vanja

[SantiR]

@VanjaR Welcome to the Fitbit forums! Thanks for taking the time to share the experience you have had with Ionic tracking too many steps. Thanks for trying all of those troubleshooting steps in order to sort this out.

By any chance, have you tried performing a regular restart on your watch? This could help you out with this.

Also, when it is sitting on the table; is there anything near vibrating on that surface (a fan for example)? Try charging/leaving it in a different surface.

Additionally, please try changing the clock face on your watch. This may help out with this too.

Try this out and let me know how it goes! 

[VanjaR]

Hi,

the irregular counting started after I updated the device on Thursday. On Friday I noticed in the afternoon that it didn't track any steps so I restarted it - which then caused the crazy step count. It does it regardless of where the device is (not near any moving or vibrating surfaces). It counted on a restaurant desk, at my home, on my wrist. I tried resetting, returning to factory setting, shutting down (a few times all), deleting and downloading the ios app, unparing and pairing, changing the clock face ...

Today it has been counting while I moved or just sat in the office. It also counted on a table on a solid not moving and vibrating surface.

Thank you for your help,

Vanja

[SantiR]

@VanjaR Thanks for your reply and for sharing all of those details regarding this. Thanks for trying the steps provided.

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

Keep me posted! 

[Mustapha]

Hi,

I have the same issue :(.

Is there a solution to that??

Take care

Nevermind, I get in touch with the support 🙂

[SantiR]

@Mustapha Welcome to the Fitbit family! Thanks for your participation on this thread regarding Ionic counting extra steps on its own. Thanks for contacting customer support to get further assistance.

Did you got this resolved? If you did, please let us know the steps you took to get back on track.

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! 

[Hellfig]

Anyone else have the fix? As usual the mods here aren't quite helpful (and this is said with all do respect). I refused to update to the latest firmware for months. Every f*cking update destroys something and you have to wait untill they fix it AND then just hope they didn't f*ck another feature over. Last firmware everything worked, beside my music. Eventually I was ok with it.

Now I had no heart rate. So after a reset, and still no heart rate I saw no other choice then updating my firmware.

Guess what happened? My heart rate worked again, but as expected another feature broke: automatically counting steps on the smallest movements and even on still object (just incase our bot says the same reply: No, the surface didn't vibrate).

So basically I'm turning to our Belgian  association for protection and defense of consumer interests. This watch isn't cheap, yet you hardly see any help. Smells more and more like rip off. Yes, I'm mad. Second post ever for me where I rage online. Second time it's on fitbit. Get your sh*t together, jeezes.

[Hellfig]

Oh and just in case: yes, I've done resets. Resets to factory settings, switch to dominant wrist (tried the setting and also switching my watch to my other arm), I've deleted the app,...

I'll wait untill the next update, I guess??

[SaschaP]

Hi, I have the same issue. Seemed to coincide with an update the other day. I fell asleep on the sofa and woke up to a dead Ionic. When I charged it up a bit, it was still counting steps and I had apparently done 8k steps while asleep for 2 hours. Battery drains very quickly, the step counter keeps changing size slightly, only for a second and no rhythm to it. Heart rate monitor refused to work also. 

I did a hard reset (hold left and bottom right buttons in), then factory reset which then insisted on another update before I could even pair it properly. Heart rate still didn't work. another hard reset and heart rate works again but still counting steps like crazy and draining the battery. 

I've done 2300 steps while typing this and used 10% battery.

Firmware version - 27.33.1.30

This is days away from being 1 year old so I'm worried about warranty if it has gone faulty.

Please help!

[Hellfig]

Sadly I have to let you know, I still have the same issue.
But it's a bit better now. During a short period, my Fitbit Ionic was rebooting itself on a regular base.

Now it's stopped, and battery live is extended quite a lot. Sounds good, doesn't it?
Sadly: My heart tracker, steps tracker and sleep watcher, are now broken.

Guess I ended up with just an expensive watch, that's it 😞

[SaschaP]

Oh no that didn't sound promising at all.
I've raised the issue with support as I have a few days left of my
warranty, so I hope Fitbit can repair it for me.

I have gone through the whole process of factory reset again but so the
same. Heart tracker is working again but my step count is now at AWESOME
levels without the effort or health benefit!

It stops counting when I connect the charger to it and starts again when I
disconnect and gently shake the Ionic, even a trap will set it off.

[Hellfig]

For me there wasn't. It went from bad to worse...
So eventually I checked what my warranty was. Apparently I had two years of warranty from the dealer which I bought it from.
That dealer told me they are refunding/trading at least 1 Ionic a week, with more or less the same problems. I was asked if I wanted to get a refund or a new Ionic. I actually did take the Ionic again...

So far no problems with the new one. I know this is probably kinda stupid idea to got again for Ionic after all those problems, but I got once more 2 years warranty without having to pay extra €. So i figured, why not?

[SaschaP]

Hi Lauren,

I raised a support ticket explaining all the steps that I had taken to
resolve the issue and they sent a replacement out.

Fitbit support were really good in that respect and I had my new ionic
within a week.

Good luck with yours. 🙂

[Tiffany16]

Have you found anything that had fixed this problem? I feel like i have tried everything.

[SaschaP]

@Tiffany16unfortunately the only fix appears to be replacement of the Ionic at this stage. Contact your supplier or Fitbit support as long as you are in warranty.

Although it would be interesting to see just how many have failed in this way since the last firmware update. If Fitbit always replace the faulty ones without getting them returned for analysis, how will they truly find the actual fault?

If it is the firmware, then the next release may fix it. Without a way to manually flash a firmware of your choice, it isn't possible to test if the hardware still works properly.

An update from Fitbit on this issue would be nice?

[SunsetRunner]

Hi,

I have the same problem. In a summary: steps are counted without movement and HR does not record my heart rate. 

I tried resetting, returning to factory setting, shutting down, deleting and downloading the ios app, unparing and pairing, changing the clock face ...

[JulesHoodlord]

I have the crazy step counter syndrome as well; started yesterday, steps accrue at 1 per second on hard non- vibrating surface, or on my wrist. I have done a reset and a factory settings restore as have others before me. I have had my watch a little over 2 years, so no warranty left. So if there isn’t a solution and I need to replace it, I shall not be buying a Fitbit!

[Laurenroth11]

Unfortunately Fitbit claimed ignorance that this was an ongoing issue and basically told me I was out of luck. My Ionic has now died completely, wont turn back on. I had mine for about 18 months. Makes me think it's a piece of junk, and I won't buy another fitbit product since they arent willing to stand by their products. 

[SaschaP]

Hi Laurenroth11,

I am honestly surprised at Fitbit's lack of support. There is clearly a
problem with the Ionic that manifests randomly. They only need to scan this
thread to see. My advice would be to keep pushing for support from Fitbit
support but I can see Fitbit losing customers with this issue. The watch
should last more than 12 to 24 months and there are plenty of viable
alternatives out there.

I listed all the steps I took to get mine working in a support ticket and
they arranged a replacement very quickly.

I am intrigued to see what happens when this one is 12 months old though
and if it fails again without replacement, I'll be looking elsewhere.

I still wonder if this is a software issue though so I wait for the next
update and will try my failed service again. You never know! 😉

Hope you do get something sorted out soon though.

[JulesHoodlord]

Cheers

Jules