Ionic heart rate monitor stopped working

[Wheels316]

After charging my ionic, the heart rate sensor does not light up and will not come on. 

I've tried resetting several times, turn off/on again and nothing has worked. 

Does anyone have any suggestions? Mine is a year and a half old and used every day. Does it sound like it's days are numbered? 

[RicardoFitbit]

Hello @Wheels316, it's nice to see you again participating here in the Community Forums!

First of all, I'd like to appreciate your effort and patience troubleshooting your Ionic device prior to posting. If you haven't already done so, I recommend you to check if the heart rate tracking feature of your device is currently on. To do so on your device, please follow the next steps:

Open the Settings app

Find Heart Rate. > Make sure it's set to On. 

Keep me posted and let me know if you have any additional questions.

[Wheels316]

I have definitely checked the heart rate on the device and it's definitely
on. I did even try to turn off and then on again to see if that helped.
Still no heart rate or green lights

[Wheels316]

Thanks for the idea but I definitely checked that and heart rate is set to on. I actually changed it to off and then back on a few times to see if that would help but I'd didn't. Still no heart rate or green lights showing its trying to measure it. 

[RicardoFitbit]

Your prompt reply is appreciated @Wheels316.

Thanks for confirming that the heart rate sensors on your device are currently on. I want to suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please follow the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

I'll be here if you need further assistance.