Ionic not counting steps

[Cynnia]

hi everyone, 

my partner and I both have a fitbit. 
He has the fitbit ionic. 

The tracker has stopped functioning as it should for two days. 

Sleep has not been measured, steps are not counted, it actually is not doing anything. 
Today the tracker was stuck in the clockface, could not swipe up, left or anything really. 

Soft reset (reset through the buttons) did ensure that swiping was possible again, but still not counting any steps. battery was charged saturday and is on 79%, so it's not the battery. 

does anyone else have this problem or does anyone has the solution? 

Moderator edit:  updated subject for clarity

[RicardoFitbit]

Hello! Let me give you a warm welcome to the forums @Cynnia. I'll be happy to assist you with your Ionic device.

I'd like to first appreciate your time and effort restarting the Ionic prior posting, I'm happy to know that the display situation was resolved. In regards the Ionic not counting steps at all, I recommend you to try a factory reset on the device. To do so, on your device please open the Settings app > About > Factory Reset or Clear User Data. 

Let me know how it goes, I'll be looking to your reply if further assistance is necessary 👀  

[Cynnia]

We’ve tried that and contacted support. A replacing device was send. 

[RicardoFitbit]

Welcome back @Cynnia thanks for your reply and update.

Thanks for troubleshooting this situation prior posting, I'm glad to know that our Support team already provided you with assistance regarding this situation and that a replacement device is on the way to get you back on track. Don't hesitate to contact me back if you have any additional questions and I'll gladly answer them for you.

I'll be around, have a beautiful week.