Ionic won't count steps, or read my heart rate

[Rubycat]

My Ionic has lost it's mind. It won't count steps, or read my heart rate. It says I need to calibrate but then never actually calibrates. It says I have a clock error and need to choose a new one, which I've done 3x. I've restarted it countless times and performed one factory reset. Also, in settings on the watch my only options are tips and tricks and inspiration. I've read where folks have had one of these problems, but not all of them. Any help?

Moderator edit: subject updated for clarity 

[NellyG]

I think you have done all you can with it. Time to contact Support (link in my signature)

[Rubycat]

I did another factory reset and it now counts my steps, but not my HR and still won't calibrate. 😞

[DavideFitbit]

Hello @Rubycat, thank you for all the details provide and for sharing all the steps that you already tried to try to find a solution for this. 

I understand you continue to have difficulty to track your heart rate and to complete the calibration process, even after the restart and the factory reset procedures. 

I've gone ahead and sent your information to the Customer Support team for further assistance with this; you should be getting a reply soon. 

Keep us posted on the outcome. 

[Rubycat]

Fitbit contacted me and will replace my Ionic. I'm surprised that they reached out to me, and surprised to get a replacement. When my surge wrist band started falling apart I was only offered a discount on a new one. So I'm very pleased with this outcome.

[DavideFitbit]

It's great news @Rubycat, thank you for the update.