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Ionic won’t track stats

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‎07-26-2020 19:41 - last edited on ‎07-27-2020 18:54 by Fitbit Moderator

‎07-26-2020 19:41 - last edited on ‎07-27-2020 18:54 by Fitbit Moderator

My ionic stopped tracking steps and heart rate. I’ve already updated the app, checked for an update on my Fitbit, removed my Fitbit and set it back up, force restarted it, tried changing the clock face, I just got it like a month ago and my brother had it before me for maybe a year. Can someone help? I don’t understand why it’s not working

 

Moderator Edit: Clarified subject

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‎07-27-2020 18:52

‎07-27-2020 18:52

Hi @ltrov16, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Because you already tried our restart process to no avail, I'd recommend you to try our factory reset procedure following the next steps to fix this inconvenience:

 

  1. On the device, hold all three buttons for about 10 to 12 seconds. 
  2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
  3. When the device vibrates, release all buttons. 
  4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
  5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details. 

 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

 

Let me know if the issue persists.

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