Ionic not tracking heart rate/sleep and not calibrating

[Chmitty]

Hi, a while back (several months ago) my ionic no longer has a heart rate tracker (green light has completely gone) and hence no longer tracks sleep. I attempted to restart (following instructions found here) and it just turned off and didn't turn back on again. Recently, I have got it back out to attempt to figure out the problem, so I charged it and it turned on (after a while), however the heart rate tracker still is not functioning, and when asked to calibrate, I did what I would normally do, however the calibration failed. Just hoping to resolve the problem so I can begin using it again. Sorry for the novel! Cheers!

[SilviaFitbit]

@Chmitty A warm welcome to the Community. Thanks for sharing what you're experiencing with your Ionic. 

I appreciate the troubleshooting and the research done prior to posting. Since you're receiving the calibration message, please confirm you're doing this procedure: 

- Plug your Ionic and setting it on a flat surface
- Restart it or shutting down (and turning it back on)
- Once the calibration has complete, a green check mark will show 

Let me know how the troubleshooting goes. Looking forward to hearing back from you! 

[Chmitty]

Sorry for the late reply!

I have shut down and turned it back on, however, the calibration was not successful. I have it laying flat on my desk with no obstruction, but it still has failed. None of the sensors on the back are working yet either, is there anything that I can do about that? 

Again sorry for the late reply, looking forward to hearing back!

[SilviaFitbit]

@Chmitty Thank you for getting back.

I appreciate the troubleshooting performed and the extra details mentioned. In this case, I've shared your post with our Support team and someone will reply back to you. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

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