Ionic won’t track steps and heart rate

[Danielle2086]

My ionic had a day that no matter what I did, it counted steps continuously. I got 65,000 steps in one day essentially for sitting on the couch. The next day, it stopped counting anything. Zero steps for the whole day (no heart rate tracking either) and hasn’t tracked since and it’s been about a week. My app is up to date, I’ve tried changing my watch face, I’ve rebooted, shutdown and restarted, it’s fully charged, adjusted watch tightness-I’ve run out of ideas. Anybody had this issue and know how to fix? Thank you!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Danielle2086, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here, I understand how frustrating this matter can be for you. To better assist you with this, can you please let me know when was the first time you experienced this issue and how many times since then? Is this affecting only steps and heart rate, or other stats too? Since the restart process didn't fix the issue, please try the following steps to perform a factory reset on your Ionic:

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. 

[getro494]

I am have the same issue along with my battery not lasting more than 10 hrs.  I've done the factory reset numerous times, unpaired and reset up in the app, changed clock faces and nothing has resolved my issue either.