Ionic not counting floors

[Nic49]

My ionic is a year old and has suddenly stopped counting floors completely..for the last 5 days. Other recordings seem ok. I have done a soft reset three times and this makes no difference. 

[SantiR]

@Nic49 Welcome to the Fitbit forums! Thanks for taking the time to share the experience you have had with Ionic not counting floors in the past days. Thanks for trying the restart steps in order to sort this out.

By any chance, are you swimming with your Ionic? When submerged on water, the floor counting will stop and will work again once its dry.

If it keeps to not track your floors climbed; try factory resetting your Ionic. This could also help as a last resort.

Keep me posted! 

[Nic49]

Hi, it's during everyday wear not swimming. I've done a reset and the problem continued. In fact my screen degraded to show multiple green stripes on the front after the recent OS update.  It has now gone completely black and I cannot get a reading for anything, though steps and sleep are showing up on the app, but still no floors. Can I have a case opened Re this please?

[flapeccino]

I think I found a workaround by accident.  I had installed a fitbit app called "altimeter".  A totally useless app that gives wildly inconsistent altitude reading in feet(s). Fitbit has probably has the same sensor as the 737 max.  In any case, I found that it does have one redeeming feature of somehow kicking the floor count reading so it starts working.   Whenever I seems like it is not counting floors correctly i start the Altimeter app and magically the floor count starts working.  Nowdays, I just play safe and start the altimeter app before I do my stairs exercise. It hasn't failed me yet.

[RikD]

Hi, Try running the battery down till it switches off, then recharge, worked for me. Cheers

[RicardoFitbit]

Hello guys! Welcome to our Community Forums @flapeccino @RikD. My apologies for the delayed reply.

I appreciate your comments and suggestions for our users that are experiencing this uncommon situation with their devices. I'm sure that your recommendations will help other users to resolve certain inquiries. I always recommend to check: How does my Fitbit device calculate my daily activity? for more information about how our devices measures data.  

Let me know if you have any additional questions and I'll gladly assist you with them.