Ionic resetting and crashing during exercise

[melaniewymer]

I’m really getting fed up now.  I feel lucky that I’ve not had huge problems with the latest upgrade but the one problem that is still very much ongoing is the watch resets. Today really was the limit. Around 10 resets. And crashed during a ride. Having a real sense of humour failure now.  And yes, I have have done all the usual steps inc several factory resets.  Have emailed support. Please bring on the next update!

Moderator edit: Updated subject for clarity 

[NellyG]

That is not expected behaviour and I think Support is your only option (link in my signature )

[D2148j]

Mine is doing the same

[SilviaFitbit]

It's great to see you around @melaniewymer! I'm sorry for the issues you're having with your Ionic. I've noticed that you already contacted our Customer Service team just as our dear  council @NellyG mentioned. Please continue the conversation with them, they will provide you with a solution based on the Fitbit Warranty. 

Hey there @D2148j. I would like you to provide me with more details about what you're experiencing, I'll be happy to provide you with some troubleshoot: 

- Is your Ionic crashing when it's in exercise mode?

- Is your watch resetting everyday? 

Keep me posted! 

[D2148j]

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@SilviaFitbit wrote:

Hey there @D2148j. I would like you to provide me with more details about what you're experiencing, I'll be happy to provide you with some troubleshoot: 

- Is your Ionic crashing when it's in exercise mode?

- Is your watch resetting everyday? 

Keep me posted! 

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Hi @SilviaFitbit. Its not every day but probably 2-3 times a week. To start with I thought I had caught it or something but it is getting a little frustrating. Sometimes it happens when i'm looking at stats/time but others while it is just around my wrist with screen not lit. It hasn't yet happened when in use.

[melaniewymer]

@SilviaFitbit. Just to add, I have contacted support (#25619669)  who were very helpful. In the end, their solution was to send out a replacement Fitbit.  However, when I questioned this further,  this was likely to be a refurbished product (mine is only a few months old) and I was going to have to send in my Fitbit then wait for the "new" replacement one.  

If you can persuade your Fitbit support team to send me a replacement ionic for me to test prior to sending my existing one back that would be great.   I am unhappy to send mine back then receive a replacement due to the number and variety of different issues currently experienced by others' ionics.  Whilst I understand they will have been tested, some issues are not obvious until they have been used for a few days. I may end up with a worse product than my existing ionic. Alternatively, please send me a brand new in box ionic and I'll take my chances!

I also need to add that it is not just crashing and resetting during exercise, but during the general day. I notice this because I have a pin set up due to using Fitbit Wallet. Maybe this is the situation with others too except that they don't notice because they don't have a code set up?

I have now turned off all notifications - on my iPhone within the app and also directly on the watch. Since then it has crashed again (just once today which is better, but still not very good).

Basically I am becoming a  very disgruntled customer.  It would really help if you could at least send me a replacement (or brand new) to test, and if it is better, I can then send my existing one back.  Currently I'm now living in hope that the next software version will solve this problem.  I'm now having to use my old Garmin during rides / runs just in case. Rather defeats the purpose of having an ionic,...

Fitbit, please get your act together and test products properly.  The Ionic has so much going for it but decent tested software is a must!

I am very happy to be a beta tester but not to have to pay for the privilege! 

[melaniewymer · Accepted solution]

Ok, after turning off all notifications on the watch itself, on the ”show notifications during exercise” option and also turning off Auto sync on the phone, the watch appears to be working fine - has not crashed over the past couple of days. So, I’d say this is definitely a software problem, rather than hardware problem.  I also have no auto cues set up, though do have auto pause on bike rides. 

I will gradually turn things back on again.....

[SilviaFitbit]

Thanks for the details you've provided me @D2148j! Our team is aware of an issue happening when your watch is in exercise mode, you may want to learn more about it by checking this thread. Rest assure that they are working toward a resolution. 

Hey there @melaniewymer! Thank you for sharing what you did and helped you partially resolving the issue. 

I'll  be around if you need further assistance. 

[D2148j]

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@SilviaFitbit wrote:

Thanks for the details you've provided me @D2148j! Our team is aware of an issue happening when your watch is in exercise mode, you may want to learn more about it by checking this thread. Rest assure that they are working toward a resolution. 

Hey there @melaniewymer! Thank you for sharing what you did and helped you partially resolving the issue. 

I'll  be around if you need further assistance. I read this thread before I posted. It is not the problem I am having and I can’t see how it answers my question. The gps is tracking and sybching with Fitbit app it is I only when I try to download the tcx file I get the problem. I am seriously beginning to wonder why I bought this watch and didn’t get the polar one my his recommended or a Garmin.

[talfter]

I have a brand new ionic and experiencing same as you. After first two days, one crash each day during workouts. Is yours still Ok after you did this solution?

[SunsetRunner]

@talfter in this thread:

https://community.fitbit.com/t5/Ionic/Ionic-stops-tracking-exercise-during-workout/td-p/3070926

one of the moderators admits that crash during workout isn't fixed yet. It has been going on for couple of months already. You can find several threads about the issue. Fitbit engineers must have other, more important priorities.

[talfter]

@SunsetRunner thank you. Seriously considering returning it to store and just go back to my blaze that I have had for two years without any issues...thought I was upgrading. 

[Whistler888]

This is the Fitbit position on Crashing.

“Our team works to fix current issues but at this time I don´t have an estimated date on when exercise stopping will be fixed.”

But maybe this will help.  My first Ionic did this and Tech Support confirmed a factory reset was done.  Then they asked right away if I wanted a replacement.  The replacement has not yet crashed.  Crashing is a known unresolved issue for many users -> as well as quick battery drain after the 3.0 update.

If your Blaze has zero issues -> that might be a better way to go.

[OnTheOrme]

Hi Silvia,

I've not seen any discussion of this in 2019... do you have any update on your "Rest assure that they are working toward a resolution." ?

I think I've experienced the same issue with Exercises stopping when I receive notifications - and so I'm using the workaround of disabling notifications during Exercises.

Regards,

Stuart

[StevieA]

This problem has been going on for over 18 months and yet there is still no update from Fitbit as to when we can expect a resolution to this issue.  The majority of Ionic users purchased the watch to track our activity using GPS and to have the watch constantly crash is just not on.  I ran to the gym this evening, a mere 2 km and it crashed once.  Cycle ride on Sunday crashed, doing some basic runs can often leave me with multiple crashes. 

We want a resolution to this problem Fitbit, don't you think your customers deserve better service than you are delivering?  This is a basic requirement for the watch. So please tell us when it will be fixed.

[talfter]

Was a huge Fitbit fan before my Ionic experience. Got one for Christmas to upgrade from the Blaze I had for over two years - without any issues whatsoever. After crashing about four times during the first 10 days, I promptly returned the Ionic to Best Buy and exchanged it for a Garmin Vivoactive 3 Music, which has all the same capability and more. I couldn’t be happier now, but disappointed in the Ionic and Fitbit dropping the ball on a fix.

Sent from Mail for Windows 10

[SilviaFitbit]

Welcome to the Community @OnTheOrme., @StevieA, and @talfter. I appreciate your feedback. 

I don't have any update about this issue. However, I can confirm that Fitbit is aware of it and working to identify a resolution as quickly as possible. 

In the meantime, you can manually log your activity to not lose any data. 

Once again, we appreciate your patience and look forward to getting you back on track.

[StevieA]

Silvia - am sorrry but that is just not good enough. Over 18 months with still no date for it to be fixed, Fitbit should be ashamed of themselves to deliver such a poor level of service. How do you expect your customers to be ambassadors for your brand when treated like this?

To be again told to log your activity manually is a joke. I bought the Ionic to automatically track activity, otherwise I would have bought a cheaper product without the capability.

i originally purchased a Surge, which had a number of fundamental design flaws, but I thought I would give Fitbit another opportunity to show how good their products could be. This service clearly shows what that level is, which is extremely poor.

Sorry for being so harsh but there are many Ionic customers like me who feel the same way.

[SunsetRunner]

@SilviaFitbit "In the meantime, you can manually log your activity to not lose any data. " - this is not true. Lots of data is lost this way starting from the map and ending with all the stats like speed, pace, laps, elevation and even calories as what is filled automatically is rarely correct. Then it cannot be even transferred to Strava as it's non-GPS based anymore ( not even manual data transfer via TCX can be done ). Logging manually is not even a workaround here and lots of data is lost in this process.

[SilviaFitbit]

Thanks for getting back @StevieA and @SunsetRunner!

Your comments are appreciated, Fitbit is always reviewing the forums and improving its watches/trackers based in your feedback. Rest assure that our team is aware of the issue and they are working to resolve it. 

I'll be around if you need further assistance.