Ionic heart rate monitor stopped working

[Robrock83]

Not sure if anyone else has veen having similar problems with the ionic. My heart rate monitor seems to have stopped working. Noticed it first 4 or 5 days ago when it wasn't able to show full sleep stats. Have restarted a few times but still doesn't seem to be reading on the heart rate sensors. Anyone got any ideas?

Moderator Edit: Clarified subject

[SunsetRunner]

Hi Rob
Unfortunately mine won't be under guarantee now but chat to them anyway.Seems though that a lot of folks are having issues since the last update at the beginning of March too.
Thanks for replying Graeme 

Sent from Yahoo Mail on Android

[Kathywent]

That did not work.

I’ve done factory reset and that hasn’t worked either.

This has to be a software update glitch. I have done a factory and soft reset and still both heart rate and sleep don’t work, stopping on the same day. Tuesday to be specific. Zone minutes stopped working too, which is most likely related to heart rate. The programmers need to be aware. 
I don’t want to just be wearing a watch or offered a discount on another item. 

****after talking with support who offered me a discount because my ionic is out of warranty, I thought this doesn’t make sense. So, I went back again....turned the heart rate feature off and on again, then went back and did another factory rest and this time when the watch came back on the zone numbers and the heart rate reflected new numbers and appears to be working. I will see if the sleep also works tonight as well.

I stick to my point that this is a software or update issue, because otherwise how could all of us be having the same issue just in the last week or month or so?

Moderator edit: merged reply

[SunsetRunner]

Definately think that too. I uninstalled the app and reinstalled. Will monitor tonight and see if that has worked. Will keep you posted 👍

[Lislou]

No nothing sorted and no one got in touch😢

Sent from my iPhone

[DianneGee]

I lost my heart rate and sleep score on Wednesday. Mines not under warranty either. 
I’ve  restarted and updated app, turned on and off both devices, turned heart rate on and off and when the heart rate did go back on it stayed the same on my watch which wasn’t right and it never transferred over to the Fitbit app. 
experienced the exact same as Robrock83
not sure what to do now? Go buy a superior product??

[SunsetRunner]

It would be helpful if they read these posts and advise us they are working on it or at least some contact! Really frustrating. I tried emailing but nothing

[DianneGee]

I agree. I miss the personalised email support option. Things seem to have gone downhill at Fitbit since acquired by Google.. 

[SunsetRunner]

Hi

I was on a live chat with Fitbit re the problem and advised others are having the same issue, they suggested the band I am wearing which I changed a few months back may be the problem 🤔!!!???? I have the old strap that I replaced so I've put that one back on and see. I remain to be convinced!!!! Have you changed your strap recently? 

[Lislou]

No, same strap still

Sent from my iPhone

[Kathywent]

I recently changed my strap and have had intermittent problems.  I am going to change to the original and see if that makes a difference.Thanks, 

Moderator edit: personal info removed

[adonadi020]

I'm having the same issue with mine... heart rate monitor stopped working and also automatic screen when I rotate watch. This is the 2nd Ionic in 2 years that just stopped working. .... it's very frustrating 😑 

[SunsetRunner]

My issue was never resolved. Ended up getting a new fitbit sense. Managed to get a discount for that. 

I get that it's very frustrating when there is no reason and even more no explanation from Fitbit themselves. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @adonadi020. It’s good to see you in the community, @SunsetRunner.

@SunsetRunner Thank you for sharing your experience. I understand how you are feeling and appreciate your feedback. I am sure our Support team tried their best to help you, each case is reviewed individually and a solution that's being provided is based on the Fitbit Warranty. I appreciate your understanding and hope you continue enjoying the Fitbit experience. 

@adonadi020 Thanks for the details shared in your post. I am sorry to hear about the frustration this situation has caused. I recommend confirming that Sleep Mode is turned off in the quick settings and Screen Wake is set to Auto. For more information, see How do I navigate my Fitbit device? For complete troubleshooting tips, see What factors can affect my heart-rate reading on my Fitbit device? 

Hope this helps. 

[Williger]

Why would you suspect the band is causing technical issues? I'm just trying to understand your thought process as it's confusing AF LOL but certainly hope that it works out for you. Please let us know?

[Williger]

@SunsetRunner I'd like to learn the thought process you, @Lislou, and @Kathywent share regarding the strap causing these problems as I frankly don't understand. Are you all using some funky bizarre band that covers up the heart rate sensor or something? Did any of you fix this problem by changing your band? I'm so confused. My recommendation, 99% isopropyl and an electric toothbrush. Works wonderfully! Get the electric toothbrush from the Dollar Tree, obviously don't use the one you put in your mouth LOL this tip works remarkably well on the battery contacts too. I bought 15 Ionics still in the box for only $75 ($5 each) as the seller stated they were dead. So far, each one works perfectly and only costs me a toothbrush and alcohol.  Heck, if that didn't work, it would've been worth the purchase just for the Fitbit charging cables. BONUS!!

Yet Another Resurrected Ionic

[Williger]

@LiliyaFitbit Ionics still under warranty? When was it discontinued? Any word about Ionic2 that was rumored heavily throughout 2019/2020 but never seemed to come to fruition?

[adonadi020]

My issue never resolved either.... was on with customer support.. they told me to do  a factory shut down and reinstall my ionic.  Now my blue tooth won't pick it up and the sensors wont calibrate. No matter what I try. Alexander from customer support kind of left me hanging last night after I told him it had started to "install updates"... he didn't stay on long enough because nothing installed. Kept saying blue tooth not connected... I seriously think I've had it with fitbit. The first Ionic  I had just stopped working after an update.  They sent me this 2nd one , had issues with this one before , fixed it myself and now again. For the price you pay for them you'd think they'd give you more than a $50  credit