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

[Aris89]

I am now having the s ame issue. It first started off by saying below zones when I was running uphill on the  treadmill and my heart rate was being tracked at about 100. The first couple of times I thought maybe I was just really sweaty and the sensor might need to be wiped off but it continued to do that. 

[Jarvie]

I'm becoming very disappointed with fitbit! 

My ionic stopped tracking the heart rate. The green light has gone.

It records my step my count still.

So I upgraded to versa 3, it burnt my arm and wasn't that user friendly. They are refunding me for the versa 3.

I've gone back to my ionic trying to fix it, the heart rate is switched on, in settings, I've changed the face, I've switched it on & off.

Why are fitbit making expensive products that just don't last?? 

I've been a fan since 2015 but very seriously considering a different company ☹

[Saul.M.G]

Same problem, tried all the suggestions but nothing worked. I tried to get in contact with the support, but apparently no warranty applies... Such a pity.

2nd time a fitbit breaks for me, but last time there was still a replacement. Thus I decided to invest in an upgrade from charge 3 to ionic, but it was a waste of money.

I won't repeat the mistake again and better change to Garmin or other brand with better construction and quality standards...

[SunsetRunner]

https://www.youtube.com/watch?v=Frt6-7rt42M I had the same problem, this video shows you how to solve it and it worked for my fitbit

[PJFarq]

I have the same problem, I have been through all the trouble shooting and my heart rate says it’s always at 112, doesn’t matter if it’s on my arm, on charge, or on a table 

[Saul.M.G]

Hi PJFarq,

The only solution I've found so far is to replace the failing part yourself if your warranty is over. If it's the HR-Sensor there are some options available on ebay (main housing). In my case, the LEDs weren't turning on anymore.

I've changed the missing parts myself and you only require a hair dryer and a razor blade to open the screen, some tiny hexagonal screwdrivers to completely disassemble the fitbit and a bit of patience.

There are some good tutorials in YouTube to assist you through the disassembling process. Personally, I didn’t want to throw away my ionic just because of some component that can be repaired or exchanged. We should be looking forward for better construction quality standards, longevity (not the usual 1-year warranty, but at least 7) or at least more options to repair this devices, even offered by fitbit at affordable prices.

Wish you good luck with your ionic!

[PJFarq]

Thanks for the reply, I will look into buying parts for it 

[Claude.Berlin]

HiDjsimmo,

I have the same problem. The heart-rate sensor does not work. Resetting my Ionic and restarting it has no effect.

[PJFarq]

It looks like we are out of luck from the Fitbit side of things. Unless you want to buy aftermarket parts and watch YouTube to try to fix it yourself. 

ive switched a garmin venu sq music 

[Claude.Berlin]

@PJFarq  can you let us know where you bought the replacement parts?

I will likely buy the tools from www.iFixit.com

Cheers

[Claude.Berlin]

Hi @Saul.M.G ,

I have the same problem. as you and  @PJFarq, LEDs not turning on.  Did you find a Video explaining how to exchange the HR-Sensor on your Ionic? So far, I have come up empty. A link would be greatly appreciated if you know of one.

Thanks in advance.

Claude

[BradJM]

I ended up replacing the watch with a Garmin Vivoactive 3. Loved the Ionic but with just over a year of light use for this flagship product and it was unusable (similar experience with other Fitbit products). I had to abandon that ecosystem and look elsewhere. Was very disappointed with support of the hardware - this is a known defect and they should have stepped up!

Brad

[LiliyaFitbit]

Hello everyone. For all of you who are new to the Fitbit community, welcome. 

Thanks to all for the efforts to resolve the issue, sharing the solutions and steps you've tried. I understand that this can be very frustrating, your feedback and comments are greatly appreciated.

For the ones that keep having problems, please follow our troubleshooting tips in What factors can affect my heart-rate reading on my Fitbit device?

If the issue persists, the best way to get help for this problem is to chat with our Support team online or give them a call. Click here to get connected. 

I am going to close this thread, but if there is anything else we can help you with, do not hesitate to start a new topic.

Have a nice day.