Ionic tracking turning off during run

[CarolANZ]

Upgrade to the Ionic from Surge.  I have now completed two very frustrating runs with my Ionic without being able to log them at all.  My first run (10K) I received a phone call during the run and my watch went over to auto pause but then when I carried on my run the run session shutdown.  I didn't realise this until I looked at my watch and saw it wasn't connected.  My second run (14k) I took my jersey off during my run at 3k mark (auto pause) and took off again, but the session had shutdown.  I restarted with a new session and all was going well until I reached the 9 k mark and I looked down to check and saw that the session had shutdown again.  Any assistance? Can anyone tell me what I am doing wrong?

Run settings

Show laps - auto

GPS - on

Auto pause - on

Run detect - on

Always on Screen - on

Thanks in advance. 

Caro

[GySgt_Seidell]

Hello @CarolANZ and Welcome.  Sorry your having some hiccups with your runs, but as a fellow Ionic owner, maybe I can offer some assistance.  So when you are running, is your Ionic on your wrist snug/tight, or kind of loose?  I ask this, because, I noticed if I wear my Ionic tight/snug and I bend my wrist (of course the Ionic should be worn 2-3 fingers from the wrist, which I just seem to never do), I can actually press the LEFT button, which will bring me back to the Clock Screen and end my run.  I noticed this after running across your exact dilemma.  Now, I wear my Ionic looser and when I do bend my wrist, I haven't had any further hiccups.  Please post back and let me know.  Thanks and Keep on STEPPING!

[CarolANZ]

Hi yep it is quite tight, so will try to loosen it off a notch.  I find I have to wear it quite tight at night otherwise the sleep module doesn't work/read properly.  Thanks for your response, will let you know after my run tomorrow.

[GySgt_Seidell]

Thanks @CarolANZ!  Have a great night and Good Run tomorrow!  Send me a PM or post back here and let me know how it goes.  Again, thanks and Keep on STEPPING!

[bitstone]

I’m having the same issue, but even worse it deletes the intruppted run. Mine is tight on my wrist to capture HR correctly, but plenty far back so no way I could flex enough to hit any of the buttons.   Today, while running 10, I glanced down and it showed 4.73 miles.  A few mins later looked down again and it was still 4.73 and while I watched it closed and went to the home screen.  After I restarted it, did a few more miles and again when I looked down, it has switched off from the run. Restarted once again and as I neared the end I felt it buzz, looked down and it was switched to excersize mode. Now when I look online, it shows all my running steps but the activity log only shows the last 1/2 mile from the last reset missing most of my run.  This is the second time it’s done this.

[bitstone]

Just got off the phone with Fitbit support, and this “upgrade” has a serious “glitch” (their term; I say flaw).  The ionic will randomly shutdown your run/swim/bike/excersize app and lose all reference to it. They claim they are diligently working on a fix but refuse to send out a general notice to let people know about the issue.  To me this makes the device no better than an expensive watch. 

[CarolANZ]

Well this morning was an interesting run.  I got to 5 km this time and my whole watch shutdown.  My battery ran out.  Frustrating much! especially as I had recharged my watch yesterday.  I immediately called Fitbit and they now think it is a battery drain issue, rather than a software issue (or more probably a mixture of both).  I had to do a factory reset on my watch, Fitbit are keeping an eye on the battery drain from their end.  We will see what happens. Not at all happy with my upgrade!  

[GySgt_Seidell]

Hello @CarolANZ, sorry your still having problems.  I'm sure your going to have it fully charged for your next run, so please post back and let me know how things go.  Keep the faith and of course, keep on STEPPING!

[GySgt_Seidell]

Hello @bitstone and welcome.  Sorry your having problems.  Since you are having problems with your Exercises, please check the Exercise App Settings (Sprocket icon in top left corner) and make sure your "Auto-Pause" is turned OFF.  This may be your hiccup.  Regarding your band tightness; I wear mine a tad loose (can slide 1 finger between my band and arm easily), which seems to have everything working better.  I used to wear it snugger, but this is more comfortable and everything works the exact same way.  Please post back if you need anything further.  Thanks and keep on STEPPING!

[DavideFitbit]

Hello @CarolANZ and @bitstone, welcome to the Community forums, thanks for taking the time to provide all these details about the inconveniences you've experienced with the run activity tracking being interrupted. 

I haven't seen a bug like this reported yet @bitstone, could you please confirm if the agent was referring specifically to the running activity being interrupted and deleted? Or they were referring to another behavior? 

Thanks for letting us know that you've already contacted Support about this, please do let me know if you continue to experience this after the factory reset process that you mentioned @CarolANZ. And as @GySgt_Seidell mentioned as well, check "Auto-Pause" is turned off and the tightness of the smartwatch during the activity. 

Keep us posted. 

[bitstone]

The agent said all exercise functions can randomly stop and reset and lose
the current log. Steps are maintained, just the exercise is lost.

She said support was aware of the issue and was working diligently on a fix.

--
-B-

"People who say it cannot be done should not interrupt those who are doing
it"
- George Bernard Shaw

[foxymama3]

I accidentally hit an exercise run 3 days ago and deleted it from my app and it is still appearing on my ionic. Today I tried to use the exercise run (I was running a 5k) and my ionic froze up. I had to wait until I got home to look up what to do. I reset it, and it came back on, but I lost my run today and my steps. My phone showed I had over 10,000 steps and my ionic only recorded 5,000! I also still have the run on my ionic from 3 days ago. How do I get rid of that? Why isn't it syncing with my phone and removing it?