Ionic restarting in the middle of a run

[Ashands]

Hello, all! I am a super easy going person when it comes to the fact that technology can be a pain, but I'm unhappy. I spent a lot of money on an Ionic to get back into running, and it has been slowly but surely.  4 times in about 20 runs over the past 2 months, my fitbit has restarted mid run.  Poof, no music, no exercise, just a restart.  Times 1 and 2, I thought bummer.  Time 3 I went on the chat and was told to just "restart it" (as if I had never thought of that). Time 4 today the chat said factory reset, but no- I'm not going to just hope I do not stop in my upcoming races to wait.  Nope. Called and she gave me the "it's an issue we know about, and we are working on it".  Just update the app.  I'll put a note in. You can use the stop watch and manually log your time after. WHAT?!?!?   I guess I can not get a replacement for my $200 watch, but I can use the stopwatch instead.  If it's an issue, why do people just have to HOPE it works?

I have seen others post about this and resetting 3 times or some other "should not have to do when there is a major glitch" type plans.  Did anyone get a replacement? I'm so annoyed and I am basically going to get on social media and recommend serious athletes to not purchase a fitbit.  It is NOT worth it if I have to manually enter my stopwatch.  Again, I'm really nice, but I'm really mad!

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@Ashands Welcome to the Community. Thanks for the troubleshooting tried and the details mentioned. 

Thanks for sharing your experience with Ionic and our Support team. I appreciate that you shared how this situation has made you feel. 

As mentioned by our Support team, we’re aware of it, but may not be able to provide a fix in the immediate future. We'll continue to monitor the situation, and keep our team informed of the impact to you and other customers. We understand that this isn't the resolution you're hoping for, but rest assured we're always working to improve our products.

I'll be around if you need further assistance. 

[Ashands]

Ok, thank you. I understand. Being it is possibly the worst glitch a sports
watch can have, I will not be making recommendations, but instead encourage
others to research products that do not drop during exercise. I work in
telehealth- I would be unable to keep a desktop or laptop that restarts at
random times, and it just being something that may be fixed in the future
would cost me my job.
--
Moderator edit: Removed personal information 

[SilviaFitbit]

@Ashands Thanks for getting back.

Your comments are appreciated, I understand how this situation has made you feel. Our team is always working to improve the features provided. 

Your understanding and patience while this gets resolved is appreciated. 

[Thommo80]

This happens to me too. Bt only when playing music over Bluetooth. Is there any solution out there. It's really unreliable and I bought an ionic so that I wouldn't have to take my phone out. When biking I playing music over Bluetooth to my headphones form my phone in my rucksack. My ionic can track for hours without shutting down. It only happens when playing music and tracking via GPS. Really frustrating. I'm also a patient person. But I'm also poor and saved up for a decent tracking device within my budget so I'm totally gutted it doesn't work.

[Ashands]

Cannot find a way to edit my reply to get my email signature out. Please edit, not sure how to do it. 

[SilviaFitbit]

@Thommo80 It's nice to see you around. Your feedback and comments are appreciated, we're always striving to improve our watches. As mentioned above, our team is aware of this and working towards a resolution. 

@Ashands If you would like to edit your signature, please check this post.

I'll be around if you have any additional questions. 

[Thommo80]

Thanks for your reponse. I am glad to hear that you are aware of the situation but that doesn’t help me much. Do you know the cause? Is it to do with the type of bluetooth connectivity to my headphones? Is it something internal/hardware in some batches of ionic? Is it a software issue?

I hope you understand my frustration that i saved up for a particular item for a particular use (running/cycling with music without needing phone) only to find that it does not operate as it should. I don't even mind that it is not currently working. The nature of development of software and hardware is such that you can't recreate everyones unique set up whilst in a test environment. However, I dont feel like this is going to be resolved and I feel stuck in a situation where I cannot replace the item and i cant afford a new item and yet it has never done what i thought it would do.

From previous responses on this an other forums i am not confident that fitbit are interested in resolving the issue.

Any additional information would be greatly received.

Tom

[SilviaFitbit]

@Thommo80 Thanks for getting back. I totally understand your frustration with what you're experiencing with your watch. 

At the moment, I don't have access to this type of information. Rest assure that our team is still working on this and as soon as we have more information, It will be posted on the forums. 

I'll be around if you have any additional questions. 

[talltimbers]

This happened to me for the fifth time while running today. I agree that it's about the worst possible glitch a fitness watch can have. In my case I'm recording the run but not using any other of the Ionic's functios, so I don't think your bluetoothing music is part of the problem.