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Ionic not tracking heart rate

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‎11-23-2020 11:42 - last edited on ‎11-23-2020 16:18 by Fitbit Moderator

‎11-23-2020 11:42 - last edited on ‎11-23-2020 16:18 by Fitbit Moderator

My ionic has stopped measuring my heart rate. I have turned it on and off again but it is still not picking it up at all. 

 

Moderator Edit: Clarified subject

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5 REPLIES 5

‎11-23-2020 11:57

‎11-23-2020 11:57

@AGahan, open the Ionic Settings, and scroll down to the Heart Rate setting to ensure it is set to On, and did not get disabled.

 

Best Answer

‎11-23-2020 12:11

In response to USAF-Larry

‎11-23-2020 12:11

I already did that but it was enabled. Thank you. Do you have any other
suggestions?
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‎11-23-2020 16:18

In response to AGahan

‎11-23-2020 16:18

Hi @AGahan, 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 and further investigate, can you please let me know if the heart rate sensors of your device are still flashing? If you haven't already done so, I recommend you to check our help article: Why don't I see my heart rate on my Fitbit device? and let me know how it goes. 

 

@USAF-Larry Thanks for your help.

 

Looking forward to your reply.

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‎11-23-2020 23:13

In response to RicardoFitbit

‎11-23-2020 23:13

Hi Ricardo
Thanks for your reply.
Nothing there worked either. What is the next step?
Best Answer

‎11-24-2020 15:11

In response to AGahan

‎11-24-2020 15:11

You're welcome @AGahan, your reply is also appreciated.

 

Thanks for taking into consideration the troubleshooting steps that were shared on my previous post, I'm sorry to know that you're still experiencing difficulties. To fix this situation, please go ahead and try the following steps to factory reset your Ionic:

 

  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.

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