Ionic not tracking steps

[DavidGA]

My Fitbit ionic stopped counting steps. I’ve restarted it and charged it multiple times, but nothing works. Any ideas on how to resolve this? Thanks 

Moderator Edit: Clarified subject

[RicardoFitbit · Accepted solution]

Hi @DavidGA, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Because our restart process didn't fix the issue, can you please try changing your device's clock face? If this doesn't work, please try our factory reset following the next steps:

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.

[DavidGA]

Thanks for your helpful reply. So far your recommendation is working, although I’ve had some previous “fixes” work for a few hours and then stop. Hopefully this will do the trick.

[RicardoFitbit]

You're welcome @DavidGA, your update is appreciated.

I'm happy to know that the steps from my previous post solved your issue. Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Thanks for being part of the Fitbit family, it was a pleasure to assist you.

[DavidGA]

Unfortunately, it’s already stopped counting steps again.

Any further suggestions?

[RicardoFitbit]

Thanks for your update @DavidGA.

I'm sorry to know that you're still experiencing difficulties with your Ionic. 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.

[Krispin211]

DavidGA,
Thank you for your suggestions to my Iconic Watch ( actually it is a Versa ) problem. Simply changing the clock face solved everything.

Christine 

Moderator Edit: Personal info removed

[RicardoFitbit]

Hi @Krispin211, welcome aboard.

I'm happy to know that after changing the clock face of your Versa the issue was resolved. Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Thanks for being part of the Fitbit family.

[Ladywho]

my Fitbit iconic will not register my steps. I have already changed the clock face twice and I did the system reset which was suggested in this post and it's still not counting my steps.  what do I do? 

[Thorad]

same issue, been in contact with support twice. The factory reset both times. Both times a short step track seems to work. Any long run or walk and while the GPS tracks the run ( I can see it on the map ) the KM's and steps are completely borked. A known 5K run is now showing between .8 and 2K random like.

[5morganpk]

Hi 

My Ionic is not counting steps. I worked out this morning for 4 1/2 miles and have 2451 steps.

i reset it, changed my clock and did the factory reboot and still not working.

any suggestions on what I do next?

Thanks,

5morganpk

Moderator edit: personal info removed

[LiliyaFitbit]

It’s good to see you in the community, @5morganpk.

Thanks for the details shared in your post and for already trying to resolve the issue. I recommend confirming the following are correct in the Fitbit app:

• Your wrist settings (For more information, see Does the wrist I wear my device on affect accuracy? )
• Your height (For more information, see How do I manage my Fitbit profile?)

 Hope this helps.