Ionic/phone sync problems

[cottjim]

In the last week I have several issues.

1. The sleep score and sleep details are not calculating

2. The heartrate does not display on the ionic but does display on the phone dashboard

3. The hours active on the phone and the phone dashboard are different.

I have reset the watch but it did not solve the issues.

[SilviaFitbit]

@cottjim A warm welcome to the Fitbit Community. Thanks for getting in touch about this. 

I appreciate the troubleshooting tried prior to posting. In order to have a sleep score, your Ionic has to track sleep stages please check some of the scenarios that might affect that you get them: 

• If you slept in a position that prevented your device from getting a consistent heart-rate reading or wore it too loosely. For best results, wear your device higher on your wrist (about 2-3 finger widths above your wrist bone). The band should feel secure but not too tight.
• If you used the Begin Sleep Now option in the Fitbit app (instead of simply wearing your device to bed). For more information on automatic sleep tracking, see How do I track my sleep with my Fitbit device?
• If you slept for less than 3 hours.
• If your device’s battery is critically low.

Regarding your heart rate data not displaying on your Ionic, confirm that your heart rate tile has been added to the Fitbit Today. Remember that you could add up to 7 stats. 

Regarding the active hours that are showing on your phone and and the online Dashboard, please make sure you're logged into the same account in both. How many active hours are you getting in the app and online Dashboard? 

Looking forward to hearing back from you. I'll be around if you have any additional questions. 

[cottjim]

Thanks for the response. The sleep tracking mysteriously started working again without taking any action. Over the last week, the watch has been randomly shutting down. I push the left and bottom right buttons, hold about 10 - 15 seconds and the watch restarts, showing the time it shut down. The time updates when I sync with my iphone and the Ionic stays active for a random length of time. Sometimes minutes and sometimes hours. I looked at the forums for any other advice and tried the factory reset in settings. Now the watch will not turn on at all. I believe it is unrelated but I updated to app version 3.32.1 this morning and the app opens, with no data, including the normal watch header info (wifi signal, time, % battery). This is very frustrating!