Ionic keeps rebooting during runs

[zimlet]

Has anyone experienced their Ionic rebooting during a run? It seems to be happening at around the 7-8km point. It's not a once-off thing, happening 3 out of 3 runs.

It's a pretty new device--- maybe 2 months old. I do have GPS and music on... Any suggestions? Cheers

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @zimlet welcome to our Community Forums! I'm happy to help you today.

First, for me to better assist you, can you please let me know when was the first time you experienced this situation and how many times too. Also, this occurs only with Run exercise or with any other exercise activity? 

I'll be looking to your reply. Let me know if you have any additional questions. 

[zimlet]

@RicardoFitbit 

It has happened on the following dates

1 May 2019: at 8.28km

5 May 2019: at 9.30km

11 May 2019: at 8 51km

I've only ever used the Run activity, so I don't know if it happens with other activity modes. 

[coolceruleanblu]

This happens to me almost every run if not every run if I just use my Ionic. I've been doing it on my phone, but my phone got soaked during a race today and now I am afraid I can't use it for 48 hours, but I can't stop my training!

[zimlet]

That's not good.

If a fix can't be resolved, I'm afraid I might need to request a refund. I like my ionic, but its failing at the one purpose I really need it for...

[RicardoFitbit]

Hello! I'm happy to continue providing assistance guys. Welcome aboard @coolceruleanblu and thanks for your reply and update @zimlet.

I appreciate the details that were provided regarding this uncommon situation. Let me share with you that we’re aware of it and are working to identify a resolution as quickly as possible, sorry for any trouble this may cause to you. Thanks for your patience, we're looking forward to getting both of you back on track.

Please let me know if there's anything I can do to assist you in the meantime.

[zimlet]

Hi @RicardoFitbit 

Are you saying that this is a software issue that needs fixing on your end? Or a hardware issue for which I need to either put in for a warranty return or push you for a refund all together?

[RicardoFitbit]

Welcome back @zimlet thanks for your reply.

At this moment I'm unable to confirm this information because an specialized team is investigating further this specific situation to identify a resolution as per previously mentioned. As a Community Moderator I can just recommend you to keep your Fitbit device and application up to date. For more information about our warranty policies you can check: Return Policy and Warranty.

Let me know if you have any additional questions. 

[ollieboy]

My Ionic; which I have only had for about three weeks, is also exhibiting the same behavior. Rebooting in the middle of a walk being tracked by GPS. I also listen to music when walking. Annoying having to stop and wait for the reboot to finish then reconnect bluetooth, find satellites and restart the program. Everything is up to date so please do not suggest doing updates. A fix needs to be found soon. I bought this solely for the GPS and music feature AND because I felt Garmin was way overpriced. I may need to return for a refund if it won't stay up and running during a 20 minute walk around the block. 

[RicardoFitbit]

Hello @ollieboy welcome aboard. I'm here to assist you today. 

Thanks for your comments and sharing your thoughts with us, the feedback that was submitted is appreciated. Please refer to my previous posts for more information and details, note that we are working on this situation to resolve it as prompt as we can.

I'll be here if you need anything else.   

[olsoncr234]

This happens to me as well, only during the run exercise that I've noticed I see this thread is a few months old but I am having the issue still so I feel like it hasn't been resolved yet? If it has can I get a link to details? If it hasn't what is the time frame for resolution?

[coolceruleanblu]

it definitely happens to me regardless of being in a run or not. 

[indyjames79]

This is also happening to me.  probably once every week or two.  And usually, it has been right at the 0.5 mile distance. I've very interested in applying the fix once it is available.  

[zimlet]

My unreasonable solution is not to play music whilst working out...

I've managed to complete 15km runs when the music is off. I haven't done any other tests, but maybe the ionic doesn't like music file names greater than X number of characters, or can only handle Y number of files at a time...

I am instead playing my music from a different source, unconnected to the Fitbit. 

No real fix has been forthcoming, and I would not recognise this device, or any other Fitbit device to anyone.

[RicardoFitbit]

Hello guys! I'm happy to see @indyjames79 @zimlet @coolceruleanblu participating again. A warm welcome to the Community Forums @olsoncr234.

I appreciate all the information and details that were shared in your posts, thank you for taking the time to share your thoughts and experience with us. I recommend you guys to check the information that was shared in my previous post here. We are aware of this situation and working to resolve it as soon as possible. Please keep your Fitbit app and mobile devices up to date, your understanding and patience are appreciated, thanks for the feedback that was shared. 

See you around. 

[olsoncr234]

I appreciate the response but this is a consistent and repeatable situation that appears isn't related to a few faulty devices.  In almost all scenarios of IT related issues half the battle is gaining replication of the problem, which doesn't appear to be an issue here so I would have anticipated a resolution in 2 months time.  Soon being a relative term here what precisely does that equate to? This in no way is directly related to you @RicardoFitbit so please take no offense, just understand that we really want the product to perform as sold using the features we bought them for, without them crashing mid "exercise" (multiple times for me yesterday). Also if there are additional detail needed or scenarios tried to assist in the troubleshooting process I'd be happy to help.

Thank you again for the reply, hoping we can get some momentum on this!

[olsoncr234]

@RicardoFitbit & @Fitbit any update? I was the lucky recipient of a reboot twice during my run this morning and once last week. 

I know that I am just one person but just a quick back ground on me & Fitbit

I've purchased

Ionic ~$250

Versa ~$200

ACE ~$80

CHARGE HR ~$135

2x original Fitbits ~$200

I am in pretty deep personally and had I not had such a great experience with the original products I would have gone elsewhere, heck I even had awesome support with my Charge HR getting replacement(s) when the screen(s) stopped working. 

Is there an ETA for resolution or perhaps someone could reach out to me for additional details that could aid in the troubleshooting? In general if I didn't like the watch I'd have taken it off and tossed it in the corner but I really do like it and would much prefer that we just get this annoyance fixed up ASAP.

Thank you

[RicardoFitbit]

Thanks for your posts @olsoncr234, sorry for the delay in responding.

I appreciate the information that was shared in your post, totally understand how frustrating this situation can be for you and even more when you have been a loyal Fitbit customer. Rest assured, as soon as I receive any update regarding this inconvenience I'll make sure to post it here to keep you updated.

Don't hesitate to contact me back if you need anything else.

[olsoncr234]

Any updates by chance?

[ckrun2010]

My last Ionic did this and later that same day it died.  This was about 3 weeks ago.  I called CS and they had me try to manually reboot...but, nothing.  So they shipped me a new one.  I've only had it less than 1 week and it rebooted randomly this morning during my spin class. 😞  It seems to me that this is not an isolated incident.