Ionic sensors stopped working

[jay791]

On sunday I went to the pool. After that my Ionic started acting strangely. It stopped monitoring my heart rate, then started, then stopped again. I saw some water condensed under bottom sensors which worried me a little. I took it off, and let it dry for a day. Note that I used it on a pool before and had no problems with it.

It seems that sensors stopped working at all on Tuesday.

It does not measure:

• HR; green light is flashing but HR is not updating. On Monday the green light did not go off after taking the watch off my hand, on Thursday it started going off as normal,
• stairs climbed - barometer off?
• steps walked - accelerometer off? It also does not turn the screen on when I move my hand to check the time as it used to.

Right now it seems that it only measures time. WiFi and Bluetooth are functional.

Here's what I did up to now:

• Let it dry
• Made sure HR functions is on in settings
• Restarted the watch
• Did a factory reset

What are my options? Is there a chance it will work again? I doubt so. It seems that it turned to an expensive paper weight. And I do not think it will be good at it too...

[SilviaFitbit]

Welcome back @jay791. Thanks for taking the time to share detailed information, I appreciate the troubleshooting tried. 

Sorry to hear that this happened to your Ionic. Since you've tried the recommended troubleshooting, I've shared your post with our Support team, they will continue assisting you and provide you with options. 

I'll be around if you need further assistance. 

[Devendran]

I'm also facing the exact same issue. And I've tried all the above trouble shooting steps. could you please guide me too 

[jay791]

Mine was still on the warranty and Fitbit replaced it.

[chuckbeez]

This appears to have happened to my Ionic as well. Stopped wearing it for a couple weeks and then then charged it up last week, took a firmware update and now I don't track any steps, wrist auto wake stopped working and it doesn't track stairs either. Super sad because I like my ionic a lot and I use it for challenges at work. This has rendered a $300 watch useless.

I also should have stated that I have done three factory resets in attempts to bring mine back to life and nothing seems to take.

Moderator edit: merged reply

[fabiogumiero]

Mine stopped recording not only HR but steps and more, my stats is empty =/

[Zipy79]

I have the same issue as described above. Done the factory reset restart and so on 3 times. Still no sensor data... How can I get in contact with the support team?

[SilviaFitbit]

@fabiogumiero A warm welcome to the Community. Thanks for getting in touch about this. I would like you to restart your Ionic and let me know if your watch starts tracking your stats after this. 

@Zipy79 It's nice to see you on the Community. Thanks for the troubleshooting tried prior to posting. In this case, I've shared your post with our Support team and someone will reply to you as soon as possible, keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

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

[Zipy79]

Hi,

Done the reset multiple times, even done a factory reset. No change. No
accelerometer or HR data tracked.

Zipy79

[fabiogumiero]

Same here, tried to shutdown, factory reset, everything and it's not
working. Green light is on and blinking, but sensors isn't working, no HR
and no accelerometer.

[Zipy79]

Yup. Exactly the same with mine. Blinking green LED, but no measurement
data.

[SilviaFitbit]

@Zipy79 Thanks for getting back. I've shared your post with our Support team and they will continue assisting you through email. 

@fabiogumiero Thanks for the troubleshooting tried. In this case, I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

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

[Devendran]

Yes you are right. It's better to avoid and boycott products as they don't have proper service network. Once something like this happens and if the watch is out of warranty then the it is of no use. We can't make it function even at our own cost.

[FernandoMS]

Hello. I'm having the same problem with my Ionic. I made a factory reset and haven't used it for a couple of days, and when I  try it, it still doesn't record any activity. No steps, no HR, nothing. I have this for only 11 months so I'm very disappointed. 

[Zipy79]

After writing to the customer support I got mine replaced with no hassle.
It was bed that it stopped working but i was pleased with the customer
support!

[SilviaFitbit]

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

I appreciate the troubleshooting tried prior to posting. I see where you're coming from. 

In this case, I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

@Zipy79 Hey there. Thanks for sharing your experience with our Support team. 

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

[pertoder]

Mine also stopped these days, no sensores and struggle with charging. Im afraid mine is out of warranty, any help or just recycle it? 

[SilviaFitbit]

@pertoder A warm welcome to the Community. Thanks for the details mentioned. 

If your Ionic isn't charging, please try the troubleshooting posted in this article. If your watch isn't showing heart rate reading, please confirm that it's turned on by going into your Ionic settings > heart rate and then on. 

Let me know how the troubleshooting goes. Looking forward to hearing back from you. 

[pertoder]

The watch are charging, but sensores are not working Mvh Tormod------------Sendt fra min telefon

[SilviaFitbit]

@pertoder Thanks for getting back. In this case, I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

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