Ionic is not Tracking Steps and Heart Rate

[asim.ajmal]

My Fitbit Ionic device tracked everything perfectly fine till Sunday September 8th, and on Monday morning I had changed the clock face - since then it stopped tracking heart rate at all, and tracking steps almost to Zero.

I checked the community topics, someone suggested to restart Ionic in same situation - after restart it worked fine for 11 hours fine and but consumed whole battery quickly - after recharging it is behaving like the same. 

On Tuesday evening I reset my Ionic Tracker to factory reset and setup again - but no luck.

Now the situation is:

• no step tracking
• no heart rate tracking
• battery is draining quickly

The Firmware and Fitbit Android app details are:

• Firmware 27.33.1.30
• App Version 3.5

Looking forward for a good workaround and/or permanent fix.

[SilviaFitbit]

A warm welcome to the Community @asim.ajmal. Thanks for the details mentioned and the troubleshooting tried. 

I appreciate the research done prior posting. Since, you've tried restarting it, charging it and performing a factory reset but it's still not working. I've shared your post with our Support team, they will continue assisting you and providing you with options. 

I'll be around if you need further assistance.

[ArifIbrahim]

Hi, I'm facing similar situation.

My Fitbit Ionic device tracked everything perfectly fine until Sunday 1st December 2019 when I woke up and my fitbit battery is at 0%. I even went cycling the day before and it worked fine. plugged it and restart the watch, it turned on just fine but since then it stopped tracking heart rate, steps and no notification from phone at all.

Firmware 27.33.1.30
App Version 3.11

[SilviaFitbit]

@ArifIbrahim Welcome to the Community. Thanks for the details mentioned and the troubleshooting tried. 

In this case, I've shared your post with our Support team and they've mentioned you already have a case with them. Please continue the communication through email. 

I'll be around if you have any additional questions. 

[Kedzie]

I have been having similar issues since Dec 1st.  My Ionic has not correctly been keeping time, no steps or heart rate are accurate, and while attempting to troubleshoot the device, it has become stuck on a screen that states "Data Not Cleared, Sync and Try Again"

[SilviaFitbit]

@Kedzie Welcome to the Community. Thanks for the details mentioned and the troubleshooting performed. 

I would recommend to try this troubleshooting, I've noticed this has helped others: 

1. Delete the Fitbit Ionic in the Fitbit app
2. Remove the Ionic in the bluetooth profile (Your phone bluetooth setting page)
3. In the Fitbit app pair the Ionic again
4. If there is no connection,press all three buttons on the Ionic restart the Ionic

I'll be around if you need further assistance. 

[Kedzie]

Thanks for the response Silvia! I tried what you suggested but was
unsuccessful. what would be the next steps?
-Stan

[Badly2bent]

I have had the same problem. Not tracking steps or heart rate. Have reset Ionic... with no change

[SilviaFitbit]

@Kedzie Thanks for getting back. In this case, I've shared your post with our Support team and they will continue assisting you through email, please check your inbox. 

@Badly2bent Welcome to the Community. I appreciate the details mentioned and the troubleshooting tried. In this case, I've shared your post with our Support team and they will continue assisting you. 

I'll be around if you have any additional questions. 

[Aaronmcw]

@SilviaFitbit Can you submit a service request for me too? My Ionic was working fine until Nov. 27, when it started doing a few weird things, and now it doesn’t track steps, heart rate or motion. 

I changed clock faces, logged out & restarted everything, and just did a factory reset that hasn’t done anything. I’m not seeing any of the data in my iOS app either, but my watch notifications still work. Thanks!

Version: 27.70.7.14

[SilviaFitbit]

@Aaronmcw Welcome to the Community. Sorry for the delayed reply. 

I appreciate the details mentioned and the troubleshooting tried. Sorry to hear that after updating your Ionic to the latest firmware version, it stopped tracking your data. 

I've shared your post with our Support team and they will continue assisting you, check your email inbox. 

I'll be around if you have any additional questions. 

[Kedzie]

My issue with Fitbit Iconic has still not been resolved. What Are be the next steps in repairing or replacing my device?

[SilviaFitbit]

@Kedzie Thanks for getting back. Since you already have a case created with our Support team, please continue the communication through email, they will continue assisting you. 

Catch you later. 

[Kedzie]

I have not heard from the support team via email and have still not had the
issue resolved.

[VishwaAdvani]

Hi.. I'm facing same problem. 4 days back, my Fitbit ionic stopped tracking steps. Tried everything that you e suggest here in the trail, updated the version of the software on the watch and the app too.. but it is just not working. I've lost a lot of time on this a d am big time frustrated now. It is impacting my KPI at work as well, bcoz we're supposed to walk at least for 3 KMs each day. Not sure what to do. After all the updates and restarts, it counted 39 steps, but abruptly stopped again. 

[umi101]

I have the same problem. Not tracking steps or heart rate. Have reset Ionic... with no change

Version:27.70.7.14

App:3.13

[VishwaAdvani]

Seems to be some problem that's not getting addressed. I've squandered so much time resetting / restarting and what not... But it's just not working. I'm exchanging msgs also with them on twitter.. but so far haven't got a solution. Such a premium brand, and such bad experience. It's better to buy those cheap bands, then to spend a fortune on these ones and get a shocker of such bad ownership of issue by the brand. 

[SilviaFitbit]

@Kedzie Thanks for getting back. I've checked your case with our Support team and they've mentioned the last reply they had is from them, please reply back to the case that you already had and they will continue assisting you. 

@VishwaAdvani Welcome to the Community. Thanks for the details mentioned. In this case, I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email, they will continue assisting you. 

@umi101 Welcome to the Community. Thanks for the details mentioned and the troubleshooting tried. It's pretty weird that your Ionic isn't tracking any steps or heart rate, in this case, I've shared your post with our Support team and they will continue assisting you.

I'll be around if you have any additional questions. 

[umi101]

@SilviaFitbit kindly resolve the issue as early as possible

[Sal2305]

I am have the same issue, but to include my ionic is also overheating. Thanks in advance