Ionic not tracking heart rate and steps

[CC_HK]

Hello dear, 

My Ionic cannot track my heart rate and walking step suddenly. 

I have factory reset the device and the problems are still presence. 

Is there any bug or error on my device ? 

Since the warranty already expired, I'm considering buy a new smart watch or alternatives...

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @CC_HK, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To better assist you with this, can you please let me know if you tried our restart process or our factory reset procedure? Which steps you tried before posting over here? Is your Ionic still tracking floors or is it not tracking anything? 

Looking forward to your reply. 

[CC_HK]

Hello @RicardoFitbit, 

I have tried both restart and factory reset, and my ionic is only tracking Calories only. It does not counting any step, floor and heart rate for me.

Thanks

[RicardoFitbit]

Thanks for your reply and confirmation @CC_HK.

I appreciate all the details that were shared in your post and for trying our restart and factory reset procedures, certainly, your Ionic isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[CC_HK]

Hello @RicardoFitbit ,

I didn't get any follow up email from Customer Support Team, may i know how can i fixed my Ionic? 
It caused some inconvenience to me..... 

[RicardoFitbit]

Hello again @CC_HK, thanks for your update.

Sorry for the delay, our Customer Support team will contact you as soon as they can, your patience is appreciated. Please keep an eye on your email inbox because they'll send you information to get you back on track.

Don't hesitate to ask me any additional questions you may have. 

[Rtey]

Hi, Ricardo. I am having the same issue. My ionic stopped tracking steps and BPM, and the green light in the back is not on. I’ve tried the hard reset a number of times, let my ionic die and fully charge, and have even turned the HR option on and off. Would someone be able to contact me and troubleshoot the issue? 

[RicardoFitbit]

Hello @Rtey, welcome to the Fitbit Community Forums.

Thanks for your post and for taking into consideration the troubleshooting steps that were previously shared over here. Since you're still experiencing difficulties with your Ionic, please follow the next steps to perform a factory reset on 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. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

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