Ionic screen staying on, tracking 30,000 when not wearing it, no heart rate

[Jacksound]

I have had my Ionic since August and have loved everything about it. Some time in the last couple weeks it all of a sudden started all of these things listed below.

-Screen stays on and turns on without wrist movement or taps, even while sitting on the table on it's side.

-Battery drains in less than a day, I assume due to the screen. 

-Heart rate monitor is not reading anything

-Steps are being tracked at a rate no mortal could accomplish. While standing still or sitting on a table it is tracking steps sometimes getting 30,000 steps from midnight until I wake up in the morning. 

I have done multiple resets, power cycles, and factory resets to attempt to sort the problem but it seems to persist. It receives notifications just fine, Screen Awake set for 10 sec, I can sync and link to wifi, have done the firmware update. 

Please help as I have loved this device so far and all of it's capabilities, it just randomly started doing all of this with no water activity or bumps/falls in quite a long time. 

In sitting here writing this I accumulated 496 steps and climbing. 

Thank you

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

A warm welcome to the Community @Jacksound! Thanks for the troubleshooting that you've tried as well for the details that you've mentioned. 

It's pretty weird that your Ionic is tracking too many steps, when you're not wearing it. It's always recommended to check if anything, such as a fan, is vibrating on the same surface as the device. This might be the reason why it's tracking extra steps. 

After the latest update, the Ionic has a new display awake which now awakes based on the seconds. So, if you have it to turn on after 10,15, 20, 45 or 60 seconds. This might be the reason why it's turning on even when you're not moving your hand. Please restart your Ionic and change the setting to 15 seconds instead of 10 and then change it back to 10. 

In regards to the heart rate reading not working, please double check the tips mentioned on this article Why don't I see my heart rate on my Fitbit device?. 

Let me know the outcome. 

[Thugby]

I have experienced exactly the same problem - bar the heartrate not responding - was working perfectly and then within a day the battery was drained as the screen comes on with the slightest movement, it is accumulating steps like mad (on my wrist) as i am currently on 7300 steps (on a typical working day at this time i would be on 2500)  and when i woke up this morning it was already on 1500 steps (no i do not sleep walk), it does not properly track my sleep where it was doing this wonderfully before - it gives a report that i slept for an hour when i was asleep for at least 7 hours.

It also seems to record that i have done a lot of exercise (so far 81 minutes of exercise today and all i have done is walk to work)

Where do i find the new display awake setting?

[Aglendeningb]

I have had the same problem with my Ionic and have tried all of the suggestions mentioned. I finally called support and the person tried to help me get the heart rate monitor working and the over counting for the steps. As I sat on my couch and talked to Fitbit support, my heart rate was 146 and I racked up 3000 steps! The problems could not be solved. My device is 14 months old so it is 2 months over warranty. I was told that the problem could not be fixed and that I would get a voucher for 40% off a new device. I will not be purchasing a fitbit again.

[Xipher_404]

I had the same issue with both my Ionic and Charge 3, in regards to the ridiculous step counting. I have since returned both devices for a refund.

Yes, I tried all the tips/tricks that people referenced:

• Set it to Dominant arm to reduce sensitivity
• Use the "Driving" data log
  • I'm not going to remember to do something manually every day, several times a day
• Restart
• Reset
• Etc.

So disappointed that they can't seem to get a more accurate count when other companies have gotten much closer on accuracy.

[SilviaFitbit]

A warm welcome to the Community @Thugby. Thanks for the details that you've mentioned. I would like you to try the steps mentioned on this article for extra steps How accurate are Fitbit devices?. 

Regarding your sleep not tracked properly, restart your Ionic and change the hand setting to non dominant. 

Hey there @Aglendeningb and @Xipher_404. Thanks for sharing your experience with Ionic and our Support team. Each case is reviewed individually and the resolution that's being provided is based on the Fitbit Warranty. 

Where do I find the new display awake setting? Please press the left button on your Ionic for two seconds and you'll get the screen awake setting. 

Hope this helps. I'll be around if you need further assistance. 

[DogEars]

Just making sure you ruled out sleepwalking 15 miles...it could happen  🙂

In all seriousness, it's tough with these devices. I'm setting mine up AGAIN after another reset because it won't sync or get notifications.

[SilviaFitbit]

Great to see you around @DogEars! Sorry to hear that your Ionic isn't syncing or getting notifications. I would like you to make sure that you've performed these steps to fix it. 

- Why won't my Fitbit device sync?

- My Fitbit device isn't receiving notifications from my phone

Hope this helps. Keep me posted. 

[Thugby]

@SilviaFitbit 

The problems with my ionic has got worse.

1. On Sunday when i was flying for most of the day it recorded 65 000 steps, i could see it accumulating steps as i was sitting in the plane.

2. The heart rate does not display anymore.
3. The display awake setting is on manual (as per your previous advice) but keeps coming on anyway, therefore i am lucky if the watch lasts a day.

4. I get a decent amount of sleep a night but the watch records 1 or 2 hours and when i wake up i have magically recorded an outdoor bike session for 100 minutes

I have looked at the community board and it seems like there is a massive stream of complaints after the new update as well as about the newer devices. By the way this is my second Ionic as the first had to be replaced as it would not charge.

I am considering moving to another brand as no solution seems to be helping. All we hear is check your warranty.

[SilviaFitbit]

Thank you for getting back @Thugby! I appreciate the details that you've mentioned. Sorry for the delay in my reply. 

Sorry to hear about the issues that you're experiencing with your Ionic. Fitbit is always looking for improvement and for ways to implement features that can help you reach your fitness goals. 

I've created a case on your behalf with Support, they will continue assisting you on this matter. 

I'll be around if you need further assistance. 

[Robby467]

I have reset my Ionic 3 times and it is counting 1 step per second while sitting on my table. It also lights up without being touched. We have had 2 other fitbt cahrge 2's stop working and tech support was Zero help all 3 times. This is the last Fitbit product I will ever buy and I will be posting negative reviews on every site I can find.

[SilviaFitbit]

Welcome to the Community @Robby467! Sorry to hear about the experience that you've had with your Ionic and Customer Service. 

I appreciate the details that you've mentioned and troubleshoot that you've tried. I've shared your post with our Support team and they will continue assisting you on this matter.

Your feedback is appreciated and our Support team is always working to provide you with options. 

Remember that each solution that they provide is based on the Fitbit Warranty. 

I'll be around if you need further assistance. 

[SunsetRunner]

I started having the exact same issue a few days ago.  My watch wakes me up at 2 or 3 o'clock in the morning letting me know that I reached my step goal of 10,000.  The clock face comes on and stays on for several minutes, even when there is no movement, and it doesn't show my heart rate.  I have done a factory reset twice, with no improvement.

Also, it doesn't track my runs accurately and just randomly stops the workout.  I have called support and they haven't been able to help.

I'm at the point where I am trying to decide what brand to purchase next.  My watch is 2 months past the one year warranty.  

There is no fan or other vibrations that would cause the steps to count.  I have watched it count one step per second while sitting at the table.

[SilviaFitbit]

A warm welcome to the Community @SunsetRunner. Thanks for stopping by. I appreciate the details that you've mentioned and the time that you took to contact our Support team. 

Each case that our team receives is reviewed individually and the resolution that's provided is based in the Fitbit Warranty. 

Hope you can give Fitbit another opportunity in the future. 

[pdoyle9084]

I was very happy to get a popup that I had exceeded my goal for the day while watching TV with my daughter. In fact I gained 25000 steps while my Ionic was on the charger.  Awesome....no. The screen stayed on and the steps began indexing.

Since this has occurred I have powered it down, and restarted it only to watch the step counter index by 9 or ten steps per second.

I have since tried to reset it to factory settings, but now it is stuck in an update loop and will not communicate via wifi or bluetooth. I guess I'll just wait for the battery to completely die and then start over.

I've had this unit for less than 18 months.  This shouldn't be happening.

[SilviaFitbit]

A warm welcome to the Community @pdoyle9084. Thanks for the details mentioned and I appreciate the troubleshooting that you've followed. 

Since, you mentioned that you performed a factory reset, this might be the reason why it's showing an update but it's stuck. In this case, I would like you to fully charge it by leaving it in the charging cable for at least 1 hour and then perform a restart. 

Let me know the outcome. 

[pdoyle9084]

To: SylviaFitbit,
I went through the process as you suggested. The IONIC is no longer
indexing steps on its own. In fact, it is no longer recording steps at all.
Nor is it recording heart rate.
To be specific:

Today I wore my Blaze, sort of my backup. My blaze synchs properly with my
phone and the app. When I powered my IONIC after work, it had properly
synched with the app and showed roughly the same step count as the Blaze.
I put it on and wore it for an hour. It did not record a single step in
that time. I would have expected some kind of change as I moved around. I
even tried swinging my arms a bit. The count did not index even one step.
During this time the green heart rate light was on, but it did not record
any heart rate information either.

[SilviaFitbit]

Thanks for getting back @pdoyle9084. I appreciate the troubleshooting that you followed. I apologize for the delay in my reply. 

I'm glad to hear that you started wearing your Blaze as a backup. In this case, I've shared your post with our Support team, they will continue assisting you on this. 

I'll be around if you need further assistance. 

[pdoyle9084]

Sylvia,
Like many others on this forum, I will likely be dropping fitbit for
another brand. My Ionic has been declared dead after only 17 months. That
seems like a short for a $300 smart watch. For comparison Apple watches are
still kicking more than 3 years in and they are at roughly the same price
point.
It was nice of fitbit to offer a discount on another unit, but I just don't
think I can trust another $200 to your company. The quality decline has
been dramatic.
My first fitbit ws the Ultra. The original one. I retired it when the
plastic body became so chipped and broken from use that I risked cutting my
fingers every time I touched it. It still worked perfectly.
Since then I have had:
One - Lost
Flex - nice idea but not for me
Charge HR
Blaze
and finally the Ionic.
I still have the Blaze and the Charge HR, and both still work.
But the Ionic has been a problem since the beginning. The screen is
beautiful, but the music sync has always been problematic. I stopped trying
quite some time ago. More recently, constant bluetooth errors with my
android, and now this.
I've been with fitbit for 7 years. But I am coming to believe it is time to
move on.

Paul

[SilviaFitbit]

Thanks for getting back @pdoyle9084. I appreciate that you've shared your journey with Fitbit. 

Your feedback regarding our Fitbit watches/trackers is appreciated, we're always working to provide you with the best customer service and our goal is to implement features that can help you reach your goals. 

If you might be interested in buying another Fitbit tracker, you can check the comparison page here. 

I'll be around if you need further assistance.