help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Ionic has Crashed or Frozen 3 Times in Last 4 Days

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎10-09-2017 11:34

‎10-09-2017 11:34

My Ionic has failed 3 times in 5 days.  I'm logging this here to see if anyone is experiencing similar issues.

 

Crash #1 Thursday AM - Walking to pick up my bike to ride to work and I turn on my GPS a minute or so before I pick it up.  I get on the bike and look down (this is around 730 AM) and see the blue Fitbit logo, indicating a restart.  Not thinking much of it, I start GPS again and ride to work.  I get to work and force a sync and notice that the fitbit has not synced since 12:13AM the night before.  After the sync completes, I have data from 730 AM onwards, but the data (steps, heart rate, sleep, etc) from 12:13 to 730 is gone.  I contact support, who, for the first time in my several years of being a fitbit user, was very unhelpful.  She counseled me on proper wrist placement and told me how to manually log sleep time, even though I insisted she was ignoring the real issue.  Finally, after she spoke to someone, she instructed me to restart my FB and gave me 6 months of Premium, which I probably won't use.  The data is lost forever.  It did appear to be tracking it before the crash.  Side note, I try to sync more often, but both my Ionic and formerly my Blaze have trouble syncing with my Galaxy S6 Edge+, so fromtime to time i have to force it.

 

Crash #2 - Sunday AM - I wake up the morning for my half marathon at 6AM.  Luckily I set my cell phone alarm because upon looking at my Fitbit, I see the dreaded blue Fitbit logo again.  This time, my data is saved up to 5:55 AM.  Not a big deal, but it makes me not trust the device as an alarm.

 

Crash/Failure #3 Monday AM - I wake up at 6:30 and go about my normal routine.  I sync a couple times and notice that I have 0 steps for the day and my sleep data only goes to 4:29 AM.  So I look at my tracker and, while functional, it only reports 0 steps.  So I start walking around the house to test it and it's clearly not counting steps even though i go back and forth through the house a couple times.  I force a restart on the device and now it syncs, but the tracker failed to track anything (steps, sleep, HR) from 4:29 until about 45 minutes after I woke up (when i restarted the device).

 

The device functioned perfectly for the first 6 days I had it.

 

Has anyone else seen this? Functionally, I love the Ionic, but in a short time span of 5 days, it's failed to retain data, failed to alarm, and failed to track steps.  A $300 all-day tracker simply cannot fail like this.

Best Answer
7 REPLIES 7

‎10-09-2017 12:54 - edited ‎10-09-2017 12:55

‎10-09-2017 12:54 - edited ‎10-09-2017 12:55

Hi @SunsetRunner,

 

Thanks for taking the time to post the issue in such detail.

 

I'd say get in touch with Fitbit Customer Support on contact.fitbit.com.  This sounds like something they'd need to handle. If you do, you can refer them to this thread (if they don't already have the information).

Work out...eat... sleep...repeat!
Dave | California

Best Answer

‎10-09-2017 16:46

In response to WavyDavey

‎10-09-2017 16:46

Yeah.  I did the first time.  I'm about to contact them again but wanted to see if anyone else was experiencing the same issue.

Best Answer

‎11-04-2017 06:59

In response to SunsetRunner

‎11-04-2017 06:59

My Fitbit Ionic has been crashing and is getting stuck when I try to set alarms.  Just the Fitbit logo appears, a vibration is felt then it goes back to the homescreen.

Need help!!

Best Answer

‎11-04-2017 20:26

‎11-04-2017 20:26

Mine has done a very similar thing.  It doesn't record sleep anymore and sometimes the heart rate gets stuck, even during exercise, and I have to force a restart.  I loved the product when I first got it, but now I am paranoid that my data isn't being recorded.  I heard that turning off automatic synching helps with the problem, but I am going to be contacting custom support soon as well.  Hope the issue we are experiencing gets fixed soon!

 

Best Answer

‎11-04-2017 21:36

‎11-04-2017 21:36

I've only had my Ionic for two days and it's crashed once already, for no particular reason I might add... Just decided to reboot on its own whilst doing stuff around the house. I do hope this issue gets addressed. It's pointless to have a device that tracks your activity, only to have it crash and lose it! Rather frustrating.

Best Answer

‎11-11-2017 02:36

‎11-11-2017 02:36

Mine has crashed twice losing the data during a coach workout program. Customer service where useless and just said to do a reset but this is not helpful when you lose the data.

Best Answer

‎04-11-2018 08:02

‎04-11-2018 08:02

Mine started doing the same thing! God thing for warranties! 

Best Answer
0 Votes