Ionic won't count floors

[WindiestOdin]

I set up the Ionic yesterday morning and have completed all firmware updates, reset, soft reset, and turned off / on the watch multiple times, and still cannot get it to count steps.

I’m syncing to an iPhone 8+

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

@WindiestOdin Welcome to the Community. Thanks for the details mentioned and the troubleshooting tried. 

Fitbit devices that count floors have an altimeter sensor that detects when you go up in elevation. Your device registers 1 floor when you climb about 10 feet or 3 meters. Your device uses changes in barometric pressure combined with the steps you take to calculate floors climbed. Fitbit devices don’t count floors on stationary exercise equipment, such as a StairMaster or treadmill, or when you go down a flight of steps. Learn more about it by checking this article: How does my Fitbit device calculate my daily activity? 

Please reply to the following questions: 

- Is your Ionic not tracking floors and steps?
- Is it showing you distance traveled?

Keep me posted. 

[WindiestOdin]

Hi Sylvia,

Thanks for your response, and insight on the technical workings of the Fitbit. 

The Ionic is tracking distance, steps, heartbeat, and calories properly; it just isn’t registering any stairs. I took the stairs at work yesterday 3 separate times, (17 flights each time, and each flight is separated vertically by 14’6”) in between reboots / resets and it logged everything but flights. I also tried running my stairs at home (2 flights, each flight is separated vertically by 11’0”) this morning and still no luck.

I’ve also made sure that sleeves or other garments aren’t covering or obstructing the Ionic, as I’ve read that can cause issues.

[SPGmd]

Is this a new Fitbit? Did it ever count floors climbed? I would bet the altimeter is not working. I have had 2 separate ionics and both have if anything been overly generous with floors climbed (often it does not know the difference between a hill and a flight of stairs). 

[WindiestOdin]

SPGmd,

It’s brand new. No, it’s never registered any stairs climbed. :(.

[SilviaFitbit]

@WindiestOdin Thanks for getting back. I truly appreciate the time you took to share the troubleshooting you've performed. 

It seems like there's an issue with the altimeter. In this case, I've shared your post with our Support team and they will continue assisting you through email, please check your email inbox. 

@SPGmd Thanks for your advice. 

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

[madnus]

I have a similar problem.

I have had my Ionic about a week. It seems to track everything except floors.

I tried turning it on and off and doing soft resets.

Nothing has changed.

[SilviaFitbit]

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

I appreciate the troubleshooting tried prior to posting. Fitbit devices that count floors have an altimeter sensor that detects when you go up in elevation. Your device registers 1 floor when you climb about 10 feet or 3 meters. Your device uses changes in barometric pressure combined with the steps you take to calculate floors climbed. Fitbit devices don’t count floors on stationary exercise equipment, such as a StairMaster or treadmill, or when you go down a flight of steps. Can you confirm that you're climbing about 10 feet or 3 meters? 

Looking forward to hearing back from you. 

[madnus]

Hi.

Thank you for the information about not tracking flights downstairs. I was not aware of that.

My house is 2 levels. I regularly go up and down a standard flight of stairs. The Charge 3, which is what my Ionic replaces, measured the flights. I have also tested the Ionic on a spiral staircase and while hiking; things the Charge 3 also tracked well.
My Ionic is not tracking any elevation changes at all, though.

[SilviaFitbit]

@madnus Thank you for getting back. I appreciate that you mentioned you used to have a Charge 3 and it tracked the floors in your house and when you went hiking. 

Before creating a case with our Support team, I would like you to restart your Ionic and let me know if it tracks your floors after this. 

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

[madnus]

Hi.

I restarted it multiple times before reaching out.

I just restarted it again and tested it on the stairs. No change.

Please create the Support team case.

Thank you.

[SilviaFitbit]

@madnus Thank you for getting back. I appreciate that you mentioned you've done this troubleshooting prior to posting. 

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.