Ionic stopped tracking steps

[Adgerad]

My fitbit ionic stopped tracking my steps.

I have restarted it several times, and tried all the other suggestions on this forum.

It's broken.

What can I do to get it fixed?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Adgerad, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Since our restart process didn't fix the step-count issue, please follow the next steps to perform a factory reset and let me know if the issue persists:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

Let me know if further assistance is needed and if you have any additional questions.

[Adgerad]

I have performed the steps and was able to reset the fitbit and reconnect,
but it is still not capturing steps. I keep getting a calibration error. I
have tried several times and with no success. The sensors are not
obstructed and the fitbit is plugged in. Please advise.

[Shoshe]

Mine started that today, tracked first 3 hours this morning (thank goodness I got my steps in those three hours), but when running the heartrate was stuck on 145, then quit tracking heartrate at all, then after I got done exercising has stopped tracking steps.  PEOPLE this gets me cheap insurance and also free starbucks and amazon giftcards thru my insurance  I NEED IT TO WORK

[Shoshe]

not working for me either

[Shoshe]

I'm doing these steps also, and after it vibrates it goes right back to the clock screen, not the set up screen

[Shoshe]

same here have rebooted at least 8 times no steps or heartrate

[Adgerad]

This sounds like a manufacturer defect of the software. Possibly one of the updates caused this to stop working or it's a hardware issue with the sensors. Either way this should not be the case... Please let me know how we can fix this, or resolve the issue.

[FultonP]

I am also having this issue, does someone have any solution for this? kindly share your views MyAARPMedicare, thanks in advance.

[Missmiss07]

Did anyone get this figured out or speak with fitbit for a solution? I'm affected as well👎

[Missmiss07]

Hello, it seems a few users are experiencing this issue, myself included. Hard restart does not work. Is there a support phone number that can better assist with this issue?

[Adgerad]

Silence...

IS NOT THE ANSWER!

I think they know there is a problem. New fitbits hit the market and they
do not want to provide a solution, thus forcing us to buy new ones. At
least that is how they are making me feel about the situation.

[Adgerad]

This reset did not work. I am now getting a calibration issue. There is obviously something worng...it just stopped working in the middle of a day.

[Eccl1010]

Same issue Fitbit support couldnt provide solutuon to fix. Just discount to buy a new one.