Ionic not counting steps or measuring Heart rate

[Sebcobb]

2 days ago my Ionic stopped counting steps or measuring HR. It burst into life again yesterday for half a day and stopped working again. I have followed all the guides as described in the Fitbit forum. Including full factory reset. Then setting the ionic up again via the app. This did not resolve the issue. This is pretty disappointing since I’ve only had this watch since receiving a replacement in October 2018.  All other features of the watch seem to be working including the GPS.

Please help to resolve this issue.

[Bstillps]

I've had the same exact issue! Any luck with a fix or response from fitbit? 

[Sebcobb]

 No luck fixing it and no answer in 6 hours. I even had their support email address from a couple of years ago- annoyingly I got an auto reply saying they don’t do email support anymore. 

[AntoniaZ]

Mine stopped this morning. I've worked out for 90 minutes -- including dancing -- and it shows only 16 steps for the day! My heart rate remains 66 BPM no matter what I do.

[Sebcobb]

It is frustrating to say the least, especially during this time when we are all trying to be as active as possible whilst remaining COVID safe. I hope that Fitbit (or even Google) respond to us soon to get us back on track.

[AntoniaZ]

Hey, I just got on my Schwinn AD Pro -- for the usual time, about 50 minutes -- and I think I should be clinically dead. My heart rate shot up to the 160s and 170s several times. LOL. It rarely goes above 130 during a regular ride.

[Sebcobb]

Oh dear! I guess you are more alive than me- my HR flatlined 2 days ago!

[Phee60]

Speaking of a flatline, I finally received my first sleep score in almost 10 days and it showed an oxygen variation as a flat line... which, based upon 2-3 years of data, is an impossibility. Obviously, something is very wrong with Fitbit and while I wasn't happy with the fact that Google owns Fitbit now, I actually think their new live chat support (have used it THREE times this week) is far superior to any Fitbit phone support I received over the years. However, this latest experience has made my decision to search for a new brand of fitness tracker once my ionic completely dies an easy one. 

[Sebcobb]

Is the live chat support via Twitter? Definitely a no brainier to try a different brand. 

[Phee60]

Not sure about twitter. I just got on the Fitbit website and was able to live chat. 

[Sebcobb]

Ah right- I’ll try that thanks.

[AntoniaZ]

My Ionic seems to be OK today.

[Phee60]

Mine continues to be very fickle. Sometimes it is able to sync with my phone and sometimes it's not. I think it is an issue with, since I did the factory reset on the ionic, my phone trying now to connect with BOTH the ionic (before the reset) and the ionic "classic" (what it is called after the reset). I think Fitbit has to fix this bug to make it work on a consistent basis. When I click on the old "ionic" on my phone's Bluetooth connection settings to try and delete it permanently from my phone, it says "that device (i.e., the Ionic) needs an app to perform this function". I hope a Fitbit moderator sees this post and can help me out.