Ionic heart rate stopped working

[RobertoNC]

I just bought a new Ionic last week, while on a trip to the US.

Initially it was not showing the heart rate but after resetting the device (as recommended) it worked fine (I did not check the accuracy of the readings though).

In any case, I wore it while sleeping last night and when I woke up it was showing the heart rate just fine. 

After I took it off to recharge and put it back after some minutes, the heart rate reading stopped working and I have already tried all that is said to work (reset, shut it down, sync, etc) and the heart rate still does not show. 

I chatted with the users support but the support person, while attentive and willing to help, could not solve the issue. 

Has anyone had this issue before and, if so, how was it solved?

I just hope I do not have to replace the device.

Thanks.

[Julle69]

I had the same issue. After reading all the answers and tried everything and still not working. I went to the Fitbit app on my phone and accidently 🙂 came in to clock faces. I have another clock face I downloaded and it needed to be updated. After that everythings work fine. Perhaps you also have changed clock face so go check there if it necessary to update. Make sure you check the boxes to allow heart rate steps and so on...

[Wedgengineer]

Thanks for your help

wondering how I update the clock face I bought ?

[Julle69]

It should prompt you to update if you go to clock face in the app. First face it shows is the one you use. There was the update button. Then came the boxes to be checked for allowing heart rate steps and so on. I have also bought another face 

[Wedgengineer]

Thanks 

yep no update there

[Jgalloway18]

Go to the app, hit the settings flag in the top right corner. Clock faces should be the first option to choose
Sent from Yahoo Mail on Android

[dien2no]

RE: updating your clock face:
When you open your clock face on your PC/Laptop then you will see a gear and you should be able to update with this functionality.

[GeorgeIconic]

Once you find the clock faces. There are a lot of choices but you have to be careful. A lot of clock faces have hidden agendas in them. Once you pick a face and then notice different things going on, it's probably the clock face. Really, if you all of a sudden get annoyed with your watch change the face and it will ho a way. Then the next face will do something different. I ended up with my original face because at least three faces that I picked had other stuff going on with in  the face. Beware. 

[GeorgeIconic]

Have you tried turning your watch off and then back on again?

[mereterosenberg]

Where do I find the tracker settings? I cannot find that

[mereterosenberg]

Thank you for posting that!!!! 

[Liddy019]

So I've done everything with my Fitbit ionic. Even factory reset twice and still getting two lines for heart rate on my watch. Looks like this " -- ". Like wtf. I thought the new update to 2.77 would be fixed it but nope it's doing it again. Seems to be a problem from almost a year ago. Anyone figure this out yet? Please help. Is it my watch or is it the software?

[GeorgeIconic]

It very well could be your clock face. Some of them have hidden agendas in them. I was having trouble with my iconic and when I went back to my old clock face it went away. Try a fitbit clock face like ARC. Hope this helps.

[STALKUS]

Brand new ionic 4 days old , set it up, heart sensors working fine.Ionic then updates the firmware and the heart sensors stopped working.

Factory reset and re-sync has not worked.

So I am awaiting Fitbit technical support to let me know what the fix is. 

Not impressed, wish I stayed with my Samsung gear S3

[Mojofire]

New Ionic have used for 45 days. HR has worked fine whole time. 3am while sleeping stopped working (based of sleep info) didn't notice til after my morning run. After going through suggestions in here (shut down, clock face, charger (didn't factory reset)) nothing worked  I finally went Into ionic setting on the watch went to Heart rate. Turned it off immediately saw the rear green sensor flash. Turned it back on. working fine now. .......Fitbit people pass this on  We like your products but stop releasing new ones multiple times a year and instead make the ones you have out the best you can (frequent updates, customer feedback ect) 

[Marc_not_Mark]

HR stopped working for me overnight and only noticed this morning, thankfully the suggestion from Mojofire about turning the Heart rate off and then back on again in the watch setting worked a charm (at least for me). 

But i definitely agree about releasing more frequent updates to your existing products instead of just new fitbit's. 

[SantiR]

@Marc_not_Mark Welcome to the Fitbit forums! I'm really glad to read that the suggestion shared on this thread helped you out with this and that you are back on track now getting accurate heart rate readings. Hopefully, this will be helpful for other users too.

Also, thanks for sharing your feedback about the updates. I will send it over to the right place.

Additionally, have you checked the Feature Suggestions Board? If you have any ideas for future features you would like to see on your Fitbit device, this is the best place for asking. Feel free to search for existing feature suggestions or add you own original one!

See you around! 

[Charley_Bruin]

I set up my Ionic last night and right from the beginning the HR and the weather didn't work, and because the HR didn't work, sleep wasn't tracked.  When I did the set up it wouldn't calibrate, I kept getting a big "X" every time it tried to calibrate.  Today I did a couple of factory resets and the weather and HR are both working, so at this point, everything appears to be working as it should be.  

[SantiR]

@Charley_Bruin Welcome to the Fitbit forums! Thanks for taking the time to post the workaround that helped you out to get back on track with this. I'm sure this will be helpful for other users too. 

I will just leave the factory reset steps here so other users can try them if the happen to experience the same situation.

Thanks again. See you around! 

[cycleash]

Thank ya!  I had to reset my watch and noticed the heart rate not working. sure enough "Heart Rate" in Settings was turned off.

[SantiR]

@cycleash  Welcome to the Fitbit family! Thanks for sharing the experience you have had with the heart rate readings. I'm glad you checked the settings and found out that the heart rate was turned off.

I'm sure this will be helpful for other users who might be experiencing the same. Thanks for your contribution on this thread.

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around!