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Ionic not tracking stats

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‎06-23-2020 17:30 - last edited on ‎06-24-2020 22:46 by Fitbit Moderator

‎06-23-2020 17:30 - last edited on ‎06-24-2020 22:46 by Fitbit Moderator

My FitBit stopped tracking all metrics - steps, heart rate, sleep.

I've reset it multiple times and even unlinked and relinked it, with no success.

I read in another forum that someone changed the clock face and that worked, so I tried that as well, and still nothing.
Any assistance?

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎06-24-2020 22:44

‎06-24-2020 22:44

Hi @Melissa.U, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for taking the time to troubleshoot your device before to posting over here, Since the steps you took didn't resolve the issue with your Ionic, please try the following to perform a factory reset:

 

  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. 

 

I'll be here if further assistance is needed. Let me know if you have any additional questions.

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‎06-25-2020 08:43

In response to RicardoFitbit

‎06-25-2020 08:43

Thanks for your response. I tried this and it's still not tracking anything.
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‎06-25-2020 14:41

In response to Melissa.U

‎06-25-2020 14:41

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

 

I appreciate all the details that were shared in your post and for trying the troubleshooting steps from my previous post, certainly, your Ionic is not working as the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, 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. 

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