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Ionic not tracking heart rate and steps

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‎08-05-2020 23:58 - last edited on ‎08-12-2020 15:57 by Fitbit Moderator

‎08-05-2020 23:58 - last edited on ‎08-12-2020 15:57 by Fitbit Moderator

Hi there,
 
I'm wondering if you can help me at all please?  The last few days I've been experiencing issues with my Fitbit Ionic. 
 
The heart rate monitor has stopped working, the device is also not recording my steps and it no longer 'wakes up' when I raise my wrist or double tap the unit.
 
I have tried a device restart, I've closed all apps and restarted each device, turned off the bluetooth and tried to resync but still the data is incorrect and the heartrate monitor isn't functioning.
 
I tried cleaning the rear of the device with a dry toothbrush so there is no debris preventing contact or obstructing the LEDs but that has not resolved anything.
 
If you can offer any other solutions it would be greatly appreciated.
 
Thank you in advance
 
Moderator Edit: Clarified subject
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‎08-12-2020 15:57 - last edited on ‎09-02-2025 11:50 by Fitbit Moderator

‎08-12-2020 15:57 - last edited on ‎09-02-2025 11:50 by Fitbit Moderator

Hi @Dr_Kennedy, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Our Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

I'll be here if you need anything else.

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