Ionic not tracking anything

[Amyballa]

Out of no where my ionic has stopped tracking everything -steps, sleep-nothing. The face doesn’t come on when I turn my wrist and nothing is syncing to the app-well because it’s not tracking anything. Tried disconnecting and reconnecting. Charging. Nothing is working. Concerned because I’m reading all of these posts about people needing to replace their ionics. 

[Sarah_ducky · Accepted solution]

This just happened to me about a few hours ago. Reset the Fitbit by holding down the left button and bottom right button for 10 seconds. After that it should turn back on. Mine still didn’t show any of my steps or anything. After that I connected it to my app and chose a different clock face for the home screen of it. Once that finished syncing I got all my information back. Hope this helps!

[Amyballa]

@Sarah_ducky Thank you!! This seemed to fix it! 

[Kid1carson]

Did not work for me I'm doing a factory reset on a 3 day old Fitbit Ionic. One thing comes to mind is I did swim laps yesterday evening. 

[JohnofSanDiego]

This worked for me too. I had previously selected a different clock face from my options. Based on this solution, I re-selected my original Fitbit clockface...and all my data showed up. When that was done I changed back to my preferred clock face and the data continued to show up...All fixed! Thank you.

[Gary_A]

It continues to amaze me how the top-of-the-line Fitbit watch requires things like this to fix problems with their devices. Between the counters not working (This just happened to me and really? Change the face? That's how we have to fix it? Come on Fitbit.), and it losing connectivity with my phone (unpair, kill Fitbit app, restart phone), I'm starting to think of this as a lemon, not a premium smart watch.

[chimillion]

I just walked for well over 2 hours. It says 10 miles but on 8900 steps and is not updating nor will it now connect to my wifi. What a pain in the _____. Absolute joke. Unacceptable but the FitBit people do not care and they also outsource customer service to South America. 

[Sutton1279]

Thank you, Sarah!!  My ionic stopped tracking 2 days ago and I tried all the possible things to fix it to no avail. This suggestion worked, thank goodness bc I am 1 month out of my 1 yr warranty. Thanks again!!

UPDATE: shortly after this resolution my screen went blank and never came back to life again. I chatted with Fitbit, luckily they sent out a replacement. I did all the troubleshooting I could find to no avail.

[cmiras]

Mine got a little wet and now I’m experiencing my steps not counting. Usually I don’t wear it around water even though I think it’s water proof. Coincidence? I don’t know. 

[Sutton1279]

cmiras, Fitbit sent me a replacement because mine just went blank after it quit counting steps. I’d tried resetting by pressing all 3 buttons simultaneously, because my screen was blank. All troubleshooting was irrelevant. They acknowledged this was an issue and luckily they resolved it by sending a new one. Good luck.

[MJS9999]

I had the same issues (posted about it 2 weeks ago.  My watch failed 2 months after my 1 year warranty expired.  When I contacted Fitbit and told them that I expected by Ionic to last more than 14 months, they said ... Most do, but some don't, sucks to be you.  And we look froward to you buying another Ionic!"   Here is the email they sent me.

[MJS9999]

Interesting, I wore mine to swim laps the day before mine stopped working.  I wonder if the Ionic is not as waterproof as advertised?

[Bruski105]

My ionic is approx 18 months old and worked fine until yesterday. While on vacation went into the ocean for approx 10 minutes & it hasn’t been recording steps, heart rate since. Only shows time & date. Charged it when returning from the beach & the battery went dead pretty quick. Charged again all day today & the same lack of recording data. Tried hard reset, changing clock faces & nothing. Battery life is also becoming very short. From what I read it could be a salt water issue but then again I was only in the water a short time. 

[pasalasr]

I tried same multiple times, still no use.  Apart from doing restart & change clock face, I did rest to factory settings as well as updated to latest version.

Still there is no use, I'm actually frustrated with Ionic and I felt I have wasted hours worth of time to resolve the issue, still there is no use...

[Sutton1279]

Pasalasr, 

Even though fitbit sent a replacement after my 1 yr, it too failed very soon after. It never quite synced properly (app would say battery was dead, watch would show otherwise). I’ve always taken care not to submerge in water or mishandling it. This is the 2nd watch I’ve bought through fitbit, they’ve sent several replacements. I’ve finally called it quits with fitbit and switched to an Apple Watch. The price was comparable and reviews are better as is customer service. It’s definitely more accurate. I wish you all luck with your Fitbit’s.

[ema991]

Oh my goodness!! This sounds like me.... however I've worn my in the pool doing laps for ages!! I've also wore it in the ocean before!

I did wear it in the ocean for an ocean swim and it was tracking perfectly fine... I rinsed it when I got home and then within the week of this... that is when it stopped tracking everything!! 

Have you had any luck?

[CashIn]

I have been experiencing the same issue - at Thanksgiving my Ionic stopped tracking my steps, heart rate, sleep but I still was receiving text/call notifications. I did all the troubleshooting I have read in these forums (hard shutdown, disconnect from phone, delete app, all updates, etc) to no avail. After 4 weeks of trying to troubleshoot on my own I called this Fitbit this morning. After 2 1/2 hours of being on the phone with them performing all the same troubleshooting steps I tried previously now my device no longer sends notifications either. My 1 year warranty was up in May (received it as a Mother's Day gift in 2018) I was told there was nothing further they could do for me. They offered a 25% discount towards a new device. I found the offer to be offensive and their customer service to be disheartening. My device looks brand new. The screen has no scratches, it has never been in the water (although it could) and I wipe it down almost daily. Considering I have gone through 3 devices with Fitbit since 2015, I am now done! Three strikes, you're out.  Now comparing Apple Watch and other devices (Garmin).

[ClairJ]

Thank You — Your remedy fixed like issues!

[VivekN]

I did rest.
I changed the face.
Changed it back to original.
In between each phase, tried to see if watch tracks steps, heart rate, etc.
No Luck, nothing is working.
The clock face is not coming on either after turning the wrist (The setting is to turn on automatically).
Need Help Please.

[2630Ibanez]

HOLD for 10 seconds!!

Until you see the 13 dot image logo thing!!!!