Ionic stops tracking steps and heart rate

[Kewillia17]

I am having a similar problem with my Ionic that seems to be geeting reporting consitantly across this forum. About 2 weeks ago it stopped tracking steps and heartbeat.

I have updated the application to the latest version and have updated the firmware to the latest version.

I updated the clock face and tries changing it to other clock faces with current versions.

I also have deleted and removed the Ionic twice.

I did a factory reset of the device twice.

When the firmware is being updated I noticed the phone app kept spinning, so didn't seem to finish.

When I restart the watch by pressing and holding the left button the the bottom right buttons until the logo appears, it comes back on and works for a minute or two and then stops tracking again.

Not sure what to try next, is there a number to call support?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Kewillia17, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here, I understand how frustrating this matter can be for you. To better assist you with this, can you please let me know which troubleshooting steps you already tried? If you haven't already done so, I recommend you to try the steps that are specified on: Why don't I see my heart rate on my Fitbit device? and let me know if the issue persists. Such article includes a restart process that should rectify the step-tracking issue.

Let me know if you have any additional questions.

[PepeGV]

I have the same exact problem. I've restarted twice, reset twice, and factory reset, to no avail. No heart rate detected, no motion detected, either steps or wrist movement. All other things seem to be working as usual, but the watch has become totally useless for running workouts. Please advise/contact me.

[Nerdrun]

I have the same problem. Fitbit Ionic no longer counts steps or recognizes heart rate. I have tried all the troubleshooting tips suggested including reset, software update, checking heart rate is on, trying a GPS exercise. After numerous attempts nothing seems to work. So I can’t use the Ionic for workouts. 

[Mickdund64]

Ricardo, I started having the same issues, no heartbeat, no steps tracked. I have it fully charged with latest firmware update. I have tried all the

troubleshooting examples and still no heartbeat, steps. The auto awake doesn't work either, and have it selected in auto in the settings.