Ionic not tracking floors

[DavidAMI]

This is the second Ionic I have had that stopped tracking stairs.  I have tried all the resets and etc from other chains the last two years and nothing works. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @DavidAMI, it's nice to see another post from you here in the Community Forums, welcome back.

Thanks for bringing this to our attention and for restarting your Ionic before posting over here. To better assist you with this situation, can you please let me know when was the first time you experienced this issue and how many times since then? Is your device not tracking stairs at all or is it but inaccurately? Are you using a Fitbit original clock face or a third-party one? 

In the meantime I receive the answers for the above questions, let me share with you that Fitbit devices detect floors with an altimeter, which is a sensor that calculates altitude based on atmospheric pressure. Your Ionic is designed to detect pressure changes based on elevation gain, but other types of pressure changes. Your device registers 1 floor when you climb about 10 feet, which is the average between residential and commercial floor heights. If you climb long staircases you may find that the floor count on your device doesn’t match the number of floors you climbed when the staircase is taller than 10 feet. 

Looking forward to your reply. 

[DavidAMI]

It does not register with any of the clock faces I have tried.  I have a FITBIT Charge which works just fine for the floors in my house.  This is the second Ionic that I have had that stopped working with floors

[RicardoFitbit · Accepted solution]

Your update is appreciated @DavidAMI.

I’m sorry to know that you’re still experiencing difficulties with your Ionic despite taking into consideration the details that were shared on my previous post. That being said, to fix this, I recommend you to try the below steps to factory reset your device and let me know if the issue persists:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Keep in mind that a factory reset procedure erases stored data, including the stats that were not synced to your Fitbit account. Also, applications installed, music downloaded, alarms, etc. 

Let me know if further assistance is needed and if you have any additional questions. 

[DavidAMI]

Still not tracking floors. It will not work with any clock face chosen

[RicardoFitbit]

Sorry about that @DavidAMI, it's a pleasure for me to continue assisting you.

Because the issue wasn't solved, the best way to get help for this specific problem is to chat directly with our Customer Support team or give us a call. That said, please click here to get connected and receive further assistance.

I'll be around if you need anything else.