Ionic tracker cant track anything after software update

[Hoyuanyan]

Ionic tracker just wont run after software update. No lights at the back sensor of the watch either. What happen?

[NellyG]

No idea what happened, but try restarting it several times. If no change do a factory reset using the buttons, and if still no change contact Support (link in my signature) Let us know how you go 

Restart your tracker

FACTORY RESET USING BUTTONS
On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

If the device turns on, please go back to the Fitbit app and setup your device back to your account with these steps. Make sure your watch is plugged into a wall plug or a computer, next to the router and that there are no other trackers or devices with Bluetooth on nearby when setting up.  Please log into your account, go to account on the upper right corner, there look for "setup a device" and tap on it. Follow the instructions on the screen and let the watch charge for 2 hours.

[Hoyuanyan]

I tried but the ionic watch still wont work and the back sensor lights didnt flash compared to when i received the watch.. why is tat so?

[AndreaFitbit]

Welcome to the forums @Hoyuanyan! I'll be glad to assist you with your Ionic inquiry. Thank you for following @NellyG's advise. 

Since followed steps didn't work, I created a case on your behalf and a Customer Support representative will contact you via email. 

Let me know how it goes. Thank you for visiting the community! 

[sscott117]

I have no data, no HR lights, nothing.  I have reset several times and factory reset as well.  The clock face has been changed.  Clock and notifications work fine.  Watch cannot calibrate either.  Help!!!!!

[AndreaFitbit]

Thank you for getting back to us @sscott117. I'll be glad to assist you with your Ionic data. Thank you for letting us know that you have reset it several times and factory reset too. Have you been able to fix this issue?

I recommend setting up your device again as a replacement device.

Please let me know how it goes.

[sscott117]

Shouldn't the green lights flash when turned on?  They are not coming on at all after 3 factory resets, dozens of hard reboots and remove/add device, etc.  This happened when the last update happened.  My opinion is something has disabled the HR on/off feature on the device.  Is there somewhere on the computer or app to change the HR to on/off?

[Hoyuanyan]

Hi, the issue had been resolved after i received a new tracker sensor.
Thanks.

[AndreaFitbit]

Thank you for getting back to us and for following all the recommended troubleshoot steps @sscott117. 

Green lights should light when heart rate is on. Heart rate only can be enabled/disabled on the device. 

You can try help article Why don't I see my heart rate on my Fitbit device? I also noticed that you have a case with our support team. You can check your Warranty options with them.

Thank you for letting us know that your issue has been resolved @Hoyuanyan.

Keep on visiting the forums!