Ionic heart rate sensor not working

[Ollymax]

Hello my Fitbit ionic sensor doesn’t work anymore, it doesn’t show the lights or record heart rate. I have restart and followed the steps I’ve seen online and it still doesn’t work. Any help ?

Moderator edit: subject updated for clarity

[samfaslog]

I have the same issue and tried all the troubleshooting steps but nothing seems to get my ionic heart rate working and even the distance is not measured while i go for running.

[Cflynn97]

Good Morning,

I have had several issues with my ionic, but some have since been resolved. My biggest issue now is the sensors like everyone else in the forum.

I have tried it all - shutting the device down, restoring to factory settings, turning the heart rate on and off, every troubleshooting link and article that the Support or Community has suggested, I have done. 

Please advise.

[Housejems]

Call the customer service # for help - they can verify your Fitbit & could
confirm mine was less than 3 months used so still under warranty
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[ErnieW]

Also having this issue. I noticed it would lose it for a short while then come back. Then there was a few times where it would spike way higher than my actual heart  rate. I tried all the normal troubleshooting. I did a soft reboot, a complete shut down, plugged into charger and computer, made sure the heart rate was set to on in the settings, including turning it off then back on. No luck and it looks like there are no green lights looking for the heart rate. Thanks

[SunsetRunner]

I have had the same issue, I will try the total reset, and see if that works, but I seriously doubt it.  I think that either the last update fried it, or this device is planned obsolescence and we are expected to upgrade every two years.

[Diego.GM]

Hello, 

im having the same issue as well. The green sensor stopped working. I have checked the heart rate option to make sure it is turned on in settings. I’ve tried to reset the watch to my phone. I have also shut down the watch and turned it back on... but it still doesn't work... 

I've been a fitbit user for more than five years, I've always taken care of my watches and never had any accidents with them, I really hope this is not planned obsolence because it would be outrageous...

Could you please help me as I train and use my fitbit every day.

Thanks 

[DylGou]

Hi,

I’m having the same problems. My light isnt flashing and my heart rate isnt being tracked. Tried all steps mentioned throughout these replies.

[Housejems]

Call customer support - you can find their contact info on the app
They tried several things & nothing happened. Mine was still under warranty (less than 90 days) - they shipped me a new one

Sent from my iPhone

[Rich_Laue]

Contact info is also found in the top right of this and every community page. Tap on your icon for the slide out menu, 

Or tap on the link to help found below. The contact link is also found in help. 

[SunsetRunner]

I have the same problems and more with the Ionic. I have owned a couple of fitbits and have found that they are wholly inaccurate and prone to these types of software failure. I now run with a Garmin forerunner 645 music which never lets me down and is very accurate on GPS. Do yourselves a favour and go for a Garmin, I have wasted hours looking for on line solutions to the Fitbit issues😖

[Rich_Laue]

Before investing in Garmin I would first check the list of phones that they say they work with. 

Like Fitbit they use their own BT drivers and like Fitbit, there software doesn't work with all phones. 

Just saying. 

[SunsetRunner]

I have tried and tested 4 Garmin's and 4 fitbits and consistently had issues with the fitbits, never had an issue with Garmin's, all with different android versions and devices. My Ionic failed after the last update and I can almost guarantee that the failure is purely firmware driven and it looks like many people on here have the same issues.

Just saying

I manage to pair and sync the Ionic and the app tells me that the there is a firmware update, after about 40 mins of waiting it says it is complete but has not updated, the Ionic now just keeps turning on and off ... very frustrating.

Moderator edit: merged reply

[ChapIonic]

Hi

The lights have stopped working on my Ionic and therefore the HR function does not work any more. I have tred resetting the fitbit ans have also gone in to the settings and turning the HR function on and off and resetting in between etc as per the many suggestions on the help forum and the FAQ's section. Please help as I use this a lot for health reasons and am a bit stuck without it.

Kind Regards

[Housejems]

If restarting doesn’t work then I’d Contact customer service - they were amazingly awesome when helping me - mine was under warranty and they sent me a replacement - no problems with it so far

Sent from my iPhone

[SunsetRunner]

Unfortunately mine is out of warranty and now dead, won't even charge.
Reading previous posts it looks like the best they would do is offer some
discount on a new watch which is an insult, why would I waste my money
again on such a bad product.

[BradJM]

Yep mine quit counting steps yesterday so I shut down using the watch menu and when it restarted the sensors all quit working.  It charges and battery drains real fast now, was working fine for past two years with good battery life until yesterday.  Tried to update FW as it is ver 27.70.7.14 and the app says update available looks like it finishes and never completes the update - now will not calibrate.   Tried factory reset with no difference so guess it is useless now.  Had the old HR and the band disintegrated they replaced under warranty, second had the same issue lasted a year, wifes Alta failed, replaced under warranty then failed.  We have had 5 users in the family and everyone has had a failure.  I think this will be the last one unfortunately, we like the ecosystem but time to move to something different and more reliable.  All of us will migrate to a new platform - such a disappointment, thousands of $ spent between our 5 family members on multiple fitbit devices.

[SunsetRunner]

Mine is dead now. If I leave it on charge over night and then try and
switch on I get a zero percent icon and then back to blank screen. I have
been a Garmin user for my running for the past 3 years on and off and have
tried 4 watches, all of which are faultless, I settled on the Forerunner
645. Would not recommend any Fitbit device to any one, especially the
'Flagship' Ionic.

[BradJM]

Thanks for the recommendation.

[Francois2238]

I have exactly the same issue that Davide referenced, no led, no hr.  I have reset, restarted, returned to setup all with no result.  Please help!

[Housejems]

Contact customer service - they were amazing to work with & mine was still
under warranty so they replaced it
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