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

[Rich_Laue · Accepted solution]

Hello @Ollymax, have you swiped left, on the ionic, then tap on settings. Make sure heart rate is on. 

[Ollymax]

Yes I have @Rich_Laue. And it still doesn’t work 

[Rich_Laue]

Then let's try a restart of the tracker by holding in t g e can left and lower right button.

If that doesn't work then go back to the settings and shit down the ionic. Hold in the back button too turn it back on

[Ollymax]

I tried that and it still isn’t working also now it doesn’t charge passed 7% 

[Rich_Laue]

As for the Charging, several of us have seen the unit charging but the display not moving, try unplugging then plugging back in.

Have you have powered the ionic completely off? 

The only other option I can think of is perform an add device,  setteg  the ionic up with the replace option.

If this fails, I'm going to suggest contacting support.

Http://contact.fitbit.com

[DavideFitbit]

Hello @Ollymax, welcome to the Community forums. 

I'm sorry to see you've been having trouble with the heart rate sensor on your Ionic watch; thank you for confirming that you already tried the restart and the other troubleshooting steps @Rich_Laue mentioned. 

I've sent your information to the Customer Support team, but I've been informed that you already have a case created with them and they're providing you with assistance. You should be getting a reply soon. 

Keep us posted. 

[Sylaam]

I have the same problem, the green light just disapeared and it does not register any heart rate anymore. I have restarted the clock, the phone, and i set the fitbitclock back to orginal settings. Then i restartet bluetooth, pairing,, but the green light does not work

[DavideFitbit]

Thank you for the information provided about your heart rate sensor and the steps you already tried @Sylaam, I've sent your information to the Customer Support team, but I've been informed that you already have a case with them and they're providing you with assistance. 

Keep us posted on the outcome. 

[Sylaam]

Yes i have already got help and a new watch 👍🏻


Sendt fra min Samsung Galaxy-smarttelefon.

[DavideFitbit]

Great news @Sylaam, thank you for the update. 

[karkasi]

I recently have the same problem the HR sensor doesn't work at all. I have restart the Ionic and still nothing.

[Rich_Laue]

Have you checked your heart rate settings under settings on the ionic?

[karkasi]

If you mean in the settings yes. If you mean something else then no

[Djsimmo]

Hello I am having same issues with my heart rate sensor not work at all, green lights not flashing. Have tried reset, power off completely, all options that I have seen in the forums and still not working. Is replacement an option?

Thank you

[DavideFitbit]

Hello @karkasi and @Djsimmo, thank you for the updates. I'm sorry to see you've been having trouble with the heart rate sensor not working properly. 

If you already tried the restart procedure, please confirm if you've also followed the steps listed in this article, to ensure optimal performance of heart rate readings.  

Also, as it was mentioned previously in the thread, please make sure you've checked your heart rate settings under settings on the ionic (see if it's on). 

Please keep me posted. 

[Djsimmo]

Hello, I have tried all options listed and the heart rate sensor is still not working.
Can I please request a replacement

Thank you

Sent from my iPhone

Moderator edit: personal info removed

[DavideFitbit]

Hello @Djsimmo, thank you for your reply about this. 

I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon.  Keep an an eye on your inbox. 

I hope everything goes well, keep me posted.  

[karkasi]

Hello,

i got it working by turning heart rate off  for 10mins then turning it on and 10mins later it work. Now i don't have any problems at all.

Thanks DavideFitbit for the help

[Djsimmo]

No luck mate thanks anyway.

Sent from my iPhone