Ionic not working

[Junior62]

My 7 month old Ionic is not working properly. Since Monday tracker not counting steps, tried reset then counted some steps then got stuck again. The heart rate not functioning either.

I've done the factory reset not help.

This morning even after my morning workout only shows 228 steps.

Very frustrating. 

[SunsetRunner]

Hi @Junior62 - Sorry to hear about the problem you’re having but glad you found us here. Please try the following steps:

• Open the Fitbit app on your phone.
  • Tap Account > Ionic > Remove This Ionic
• Open the settings on your phone
  • Open Bluetooth
  • If your Ionic is listed, tap Forget This Device
• Reset your Ionic. Instructions are here. Do it three times.
• Open the Fitbit app on your phone.
  • Tap Account > Set up a device To set your Ionic up and reconnect to Bluetooth.

Hopefully, this will get things working for you. If not, then please contact Support. Your device is 7 months old and should still be under warranty. Please let us know how it goes. 

[jlongendyke]

Thank you for your information.  I don't have that problem.  I think they did a version upgrade and it affected.  Junior62 have you contact support at all.  

Moderator edit: personal info removed

[Junior62]

No joy....

Still no heart rate sensor (I did toggle heart rate off & on several times) only showing 328 step on my watch even after walking around all day.

I removed the Ionic and did the 3 resets.

That's even after deleting all data with factory reset yesterday. 

[Junior62]

Contacting customer support next step

[jlongendyke]

I would contact customer support and open a ticket.  I have one open.  I think I just fixed mine.  I will know tomorrow morning at 5:15 AM when I do my Run/Walk - 5 miles.  I notice in my Exercise Cues area, a lot was off.  I think they should have told me days ago when I did contact Tech Support.  I will say, they do have the BEST Tech Support ever.  I don't know why it stopped working since I ran a Full Marathon 2 years ago and I need that alert on to keep me going.  Have a magical day!  Hope you get it fixed or at least find out what is wrong.  I have been a Fitbit user since they came out..  Just kept upgrade to the next watch. JoAnn 

[Junior62]

Thanks for the advice 

[Junior62 · Accepted solution]

They are sending a replacement. Nothing worked, factory resets twice no help...

I tried 😞