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Ionic not tracking data

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‎08-15-2020 07:44 - last edited on ‎08-15-2020 12:00 by Fitbit Moderator

‎08-15-2020 07:44 - last edited on ‎08-15-2020 12:00 by Fitbit Moderator

I have the same problem for almost 4 days now! I really don't know what to do. Nothing happened with my FitBit. Can somebody please tell me what to do? My Ionic is just 2 years old now, so this is not OK.. 

 

Moderator Edit: Clarified subject

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‎08-15-2020 12:08 - last edited on ‎01-06-2025 08:31 by Fitbit Moderator

‎08-15-2020 12:08 - last edited on ‎01-06-2025 08:31 by Fitbit Moderator

@Grandi_1978 A warm welcome to the Fitbit Community.

Thanks for getting in touch about this. I appreciate the details mentioned.

I've moved your post to the main board, this to better assist you. I would like you to restart your watch and continue checking if it tracks your data again. 

If it doesn't please perform a factory reset and let me know the results. (Keep in mind that a factory reset will delete all your data saved on the watch) 

Looking forward to hearing back from you. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎08-16-2020 13:16

In response to SilviaFitbit

‎08-16-2020 13:16

Hello,

I dit all the steps you have mentioned (and that I've read on the website also): reset + factory reset. But it did not help..

My FitBit is working limited: it's synchronizing with my iPhone and it shows the clock etc. But it doesn't track data: my heartbeat and steps are not shown and are not recorded (as I can see after synchronizing).

The green light at the back of my watch is working, though. But there must be something wrong with the system/sensor inside.

Also when I twist my wrist to look at my clock, the display does not appear automatically as it should - the screen stays black and I have to press the big back button to 'wake up' the display.

I am really starting to get very very disappointed. I did not to anything wrong with my FitBit. And it's only 2 years old.

Now I have lost all my data because of the factory reset and my device is still not working - 300 euro is a lot of money just to see a clock.. 😞

Can you please help me? What can I do?

Regards,

Björn
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‎08-20-2020 13:28 - last edited on ‎01-06-2025 08:31 by Fitbit Moderator

In response to Grandi_1978

‎08-20-2020 13:28 - last edited on ‎01-06-2025 08:31 by Fitbit Moderator

@Grandi_1978 Thank you for getting back.

I appreciate the time you took to troubleshoot this with me, I've shared your post with our Support team and they mentioned that you already have a case with them, please continue the communication through email they'll be happy to help you. 

I'll be around if you have any additional questions. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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