Ionic randomly stops recording workouts

[Pete85]

I've had my Ionic for almost two weeks now. Randomly, during runs the Ionic will stop recording for no reason. I have Auto-Pause and Run Detect both turned off, as was suggested in another thread to make the GPS more accurate, so those shouldn't be a factor. This has happened three times out of five runs since I bought the watch. When it stops recording on its own, it also doesn't automatically add the workout to my stats. I had a Surge for almost three years before buying the Ionic and never had any issues like this. Is anyone else experiencing this, and if so, have you found a resolution to it yet? I'm very close to returning the Ionic at this point. 

[Lets_get_fit]

I too have had this issue recently. This morning it did it whilst using the treadmill setting but i have also had it whilst using the swimming and workout modes. Getting really frustrated with it now 

[FitJason]

This happened to me last year. However, I remember after a firmware update it went away. 

So especially if you've purchased a 'new' Fitbit, it may have old firmware. In which case, allow the app to update the firmware.

If this is not the case, I suggest contacting their online chat support.

[Lets_get_fit]

Thanks for your quick response. Looks like i'll have to email support again as i bought mine when it 1st came out and it had a firmware update about a week or 2 ago. 

[SunsetRunner]

First two times I thought I was seeing things. I thought I simply forgot to turn the exercise tracking on ( although my inside voice was telling me that it wasn't true ). Today, however, I am 100% sure I turned on tracking of the elliptical exercise. Being 3 minutes in I felt very short and tiny vibration of the watch. I looked at it and found out that instead of the exercise app I see the watch face. So there is a bug for sure. I am not sure if it's going to be any help but:

- my watch wasn't connected via Bluetooth with the phone when it happened ( I can't recall if there was a connection established two first times )

- There was very short and light ( barely sensible ) vibration.

- First 3 minutes have not been registered at all in the log.

After restarting the exercise I was nervously peeking if it's still running. Very annoying.

[SantiR]

Hello everyone! I hope you're all doing well. Thanks for your continuous participation on this thread regarding Ionic's Exercise app crashing. 

Our team has received the feedback from everyone in this thread and is working to investigate these reports further. I will share updates from the team when I hear them. Thanks to everyone for your reports and understanding.

In the meantime,  whenever this happens to you, please manually log the activity so you don't loose any credits for the activity performed. This option gives accurate data too so you don't stay behind!

Thanks for your patience. See you around! 

[SunsetRunner]

@SantiR The link you gave actually says that we will lose credit for not recorded exercise if tracker uses HR sensor or exercise is step based.

"Note that when you manually log an activity, its step and calorie data override the data automatically detected by your tracker during the same time period"

[cdimon]

Running into the exact same problem. Run yesterday stopped mis-way through. Hike just now stopped 3 miles in. Restarted the hike program and caught the end, but it's missing all the data from the first 3 miles (though I get the step & distance credit). 

[DrJoel]

Ever since I turned off notifications during activity, I haven't had any
problems. I run 4-5 times a week, sometimes for 3+ hours, and my Ionic has
never stopped recording workouts. It was a major problem before I made that
change. I'm curious what's different about others' experience.

[Jess_B]

This has happened to me on a regular basis since I started using my Ionic in January. I use the Swim, Run, Walk, Elliptical and Workout modes and it has happened in all of them. I do not have notifications turned on and I regularly (at least once per week) "restart" my Ionic. 

[casperghost]

My Ionic has started to experience this also.  I just got the Ionic on May 25th 2018, it was working without any issues up until; it seems, the last firmware update.  I have contacted support so we will see what happens.   

[JessicaMarie]

This was happening to me and manually recording workouts you don't get the same data at all.  Essentially you get whatever heart rate and step data was recorded at the time, but there is no breakdown and I feel it's not very helpful.  You can certainly put those in and then remove them to see what difference it might make in your workouts.  I also noticed since the last update that I'm not even getting the beyond 10 min auto exercise recordings either. 

I found another thread where they said that this was fixed when they reset to factory settings which I did last night and I have to say that is the most annoying "fix" that can be suggested considering it takes an average of 2.5 hours to get through the whole process. I'll let you know if that ends up fixing it.   

[SantiR]

@casperghost Welcome to the Fitbit Community! Thanks for reporting the situation you are experiencing with Ionic stopping when recording workouts. Thanks for contacting support in order to sort this out.

By any chance, have you performed a restart on your watch already? Please do let me know the results you get with customer support.

@JessicaMarie I hoe you're doing well! Thanks for also reporting this and for providing those details and feedback. Thanks for trying the factory reset as a last resort. 

Please do let me know if that fixes the issue you were experiencing.

Keep me posted! 

[casperghost]

I have performed a restart per support chat last night.  I will exercise again tonight to test it.  But; I have also already done a complete factory reset 2 days ago based on what others have tried to fix, but issue still occurs.  So I am now going to with support to see if they can help.

[JessicaMarie]

Given that for me a factory reset takes over 2 hours to complete, I would
sincerely hope that this is an issue that someone has been working
diligently to fix! If it takes more than one factory reset to fix it and
you are asking people to spend hours of their day in this way you should at
least be doing the same.

[SantiR]

@casperghost Thanks for your reply and for trying those steps in order to sort this out. Also, thanks for reporting this with customer support. Please let me know if it is working properly now. If it is not, please continue to troubleshoot this issue with customer support as they are able to provide the best further solutions available to get you back on track.

@JessicaMarie I hope you're doing well! Thanks for trying the factory reset in order to sort this out. Also, thanks for providing your feedback.

Yes, our team is already working on this. They have received the feedback from everyone in this thread and is working to investigate these reports further. I will share updates from the team when I hear them.

Thanks for your reports and understanding. Keep me posted! 

[casperghost]

Well so far, so good, I have not had any exercise stop on me the last 2 days.  The "show cues" was off when running tonight and I usually have that on; not sure if that made any difference.  Anyways, I have a 10k Saturday morning, hopefully it will continue working.  I have been happy with my past fitbits  (One & Blaze) and I do like the Ionic. so I am hopeful this will get worked out. Thanks

[SunsetRunner]

Happend to me this morning again. 2 minutes in then short vibration amd watch came back to watchface screen. The vibration is always there when exercise interrupts.

[matteocourth]

Happened today to me as well. Not for the first time. Today I was cycling, last time I was swimning

[jjoonathan]

Happened to me a few weeks ago on a time trial workout. Very frustrating.

[SantiR]

@casperghost Thanks for your reply and for sharing your experience on this thread. I'm very glad to read that it is working properly now. It should work for your 10k too. Also, have you noticed that this keeps happening when you turn on "show cues"?

@matteocourth @jjoonathan Welcome to the Fitbit family! Thanks for reporting that you are also experiencing the same with the exercises. 

@jjoonathan Have you experience this again since a few weeks ago?

@matteocourth Have you performed a restart already? 

@SunsetRunner I hope you're doing well! Thanks for reporting this again. Have you tried turning off "show cues" by any chance? It seems it has helped @casperghost and I just want to check if that actually makes a difference for all. @jjoonathan @matteocourth

Keep me posted!