Ionic crashing during workouts

[CoachPCB]

Help! The last 2 workouts (running 2.5-3 miles) my Fitbit has CRASHED! It was at 83% for 1 workout and 76% for the other workout and with about .5 miles to go in each workout the ionic just CRASHED and I lost all my data and was flying solo for the final few minutes. I purchased the ionic because of the GPS capabilities and this is a serious problem for me...  My ionic is not new but it’s not super old and I do take care of it.

Is anyone else experiencing this issue?

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@CoachPCB Welcome to the Community. Thanks for getting in touch with us about it. 

Sorry to hear that you experienced this with your watch.

You may want to manually log the exercise on your Fitbit app. After this, please continue to monitor the issue and reach out if this happens again. 

Keep me posted.

[d14ne.b · Accepted solution]

My Ionic crashed 3 times today during a 5km run, in the end I gave up restarting it. It is becoming a more and more regular problem. 

[SunsetRunner]

CoachPCB, I'm experiencing the same with my Ionic, which is 22 months old.  Sometimes when I go for a run the GPS lasts for part of a mile and then the screen turns off, or the restart symbol appears.  Sometimes when the screen turns off I can still pause the tracking and even end the workout, which I can feel by the haptic vibration.  But usually the screen just turns off and tries to restart, but even the normal watch face doesn't come back on until I'm done with the run.  Maybe my exercise movement makes it turn off?

In the past month or two I've gone from 3-4 days of battery life to about 24 hours, also.

This is disappointing.  I've really enjoyed this watch until the past month.  I'd be happy to try going back to the previous firmware update if that would help.

[SunsetRunner]

@SilviaFitbit, would you mind adding me to this issue?  I'm having the same problem every time I try to use log a run or a walk on my Ionic.  In fact, even when I just go walking without trying to log a workout, my watch screen turns off and eventually restarts sometime within the first mile.  I have loved my Ionic, but this issue has kept me from logging workouts for the past month.

Please help!

mcdan71

[schutr01]

I am running into this issue relatively frequently too. I purchased my watch new less than a year ago.  Issue only started occurring within the last 1.5-2 months.  My watch seems to only crash when I’m logging a GPS run, listening to music from the watch, and nearing my daily distance goal.  I have not had the watch crash under any other circumstance - only other workout I track via GPS is a walk, and use phone for music.  In all instances, there is sufficient battery charge.  What causes the watch to crash?

[StevieA]

Silvia - how can you keep giving out this appalling message that you should manually log your activity!  It is 2 years since I have raised this problem and have been told Fitbit are aware of the problem and working on a fix.  Don't ask people to continue to monitor the problem when you know full well there is a problem where the Ionic just stops logging activity during a run.  This happens constantly to me and other people.

Tracking a run is a fundamental capability of the watch and it is not working.  As such the Ionic is not fit for purpose.

So again I will ask you again, when are Fitbit going to release a fix for this problem that has been reported over 2 years ago?  

[StevieA]

Silvia - how can you keep giving out this appalling message that you should manually log your activity!  It is 2 years since I have raised this problem and have been told Fitbit are aware of the problem and working on a fix.  Don't ask people to continue to monitor the problem when you know full well there is a problem where the Ionic just stops logging activity during a run.  This happens constantly to me and other people.

Tracking a run is a fundamental capability of the watch and it is not working.  As such the Ionic is not fit for purpose.

So again I will ask you again, when are Fitbit going to release a fix for this problem that has been reported over 2 years ago?  

[SilviaFitbit]

@StevieA @CoachPCB @schutr01 and @d14ne.b It's nice to see you on the Community. Sorry for the delayed reply. 

I truly appreciate the time you took to share what you're experiencing with your Ionic. I see where you're coming from. 

We’re aware of it and are working to identify a resolution as quickly as possible. We're sorry for any trouble. We appreciate your patience and look forward to getting you back on track.

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

[StevieA]

@SilviaFitbit This is the same answer you have been giving me for 2 years so I just have to assume that a basic capability will never be fixed.  At least I managed to do the latest firmware upgrade without any issues, so should be grateful for small mercies!