Not counting steps and measuring heart rate

[Praveenkumarm]

My Ionic is not counting steps and measuring heart rate . I have tried factory reset two times and restarting multiple times. Nothing changes. Need help to get back on track. 

[SilviaFitbit]

A warm welcome to the Community @Praveenkumarm! Thanks for the reset and restart that you've performed. 

I would like you to try the steps mentioned on this article Why don't I see my heart rate on my Fitbit device?. Regarding your Ionic not tracking steps, please reply to the following questions: 

- Are you seeing less steps than before or are you not seeing any step count?

- Is your Ionic tracking other data?

Keep me posted! 

[Praveenkumarm]

The setting for heart rate is on.

There is 0 steps always.

The time is updating and calories are updating. No steps. No heart rate.

Praveen

[SilviaFitbit]

Thanks for sharing those details @Praveenkumarm! It's pretty weird that you're not seeing heart rate and steps data. I've shared your post with our Support team, they will continue assisting you on this matter. 

I'll be around if you need further assistance. 

[NMoods]

I am experiencing exactly the same issue, everything was working fine for a month or so after I got my Ionic but then Heart rate stopped, sleep stopped tracking and steps we t from 000's a day to 00's.

It's just a watch now basically. Have reset a few times. Am constantly asked to calibrate but it won't work, no matter what I try

[SilviaFitbit]

Welcome to the Community @NMoods! Thanks for the troubleshooting that you've tried as well for the details that you've mentioned.

It's pretty weird that your Ionic isn't tracking your heart rate, steps and sleep. In this case, I've shared your post with our Support team, they will continue assisting you on this matter. 

I'll be around if you need further assistance. 

[NMoods]

What should I do, I am still within warranty - I bought via Amazon. Literally nothing I do makes this thing work.

I've reset everything. Synced as new with my phone and still nothing tracking.

This is ridiculous

Update: Did you ever get this fixed or find a solution?

[SilviaFitbit]

Thank you for getting back @NMoods. I appreciate the steps that you've performed in order to fix it.  I've created a case on your behalf with my team, they will continue assisting you on this matter. 

I'll be around if you need further assistance. 

[EddyT1992]

Hi my Fitbit Ionic has stopped reading my step count, heart rate, sleep and active minutes. It is still recording calories and the time / date are accurate. 

It it stopped syncing Thursday evening. I have tried changing the clock face, turned on off my ionic and phone, resynced the ionic and turned the Bluetooth on and off again. Nothing seems to work, any idea how to help? 

[SilviaFitbit]

A warm welcome to the Community @EddyT1992. Thank you for the details that you've mentioned and the troubleshooting tried. It's pretty weird that's not updating your steps count, heart rate, sleep and active minutes. 

I would like you to confirm that your Ionic is syncing to your Dashboard, this can be why it's not syncing any other data but the calories burned. You can confirm it by going to your app and then click in the account button next to your watch's picture. There you will see when was the last time it synced. 

If you're still not able to see this data in your app, then provide me with a screenshot of what you're seeing in your app and a picture of what you're getting in your watch. 

I'll be around if you need further assistance. 

[Raghav_Anand]

My fitbit ionic is also not measuring heart rate but counting steps even when stationary. Already tried factory reset and updating but no success.

[SilviaFitbit]

Welcome back @Raghav_Anand. Thanks for the details mentioned and the troubleshooting tried. 

I would like you to try the tips mentioned in this article Why don't I see my heart rate on my Fitbit device?. 

Let me know how it goes. 

[Raghav_Anand]

Thank you for your reply but i have tried everything and it still isn't working properly

[SilviaFitbit]

Thanks for getting back @Raghav_Anand. Sorry for the delay reply. I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

I'll be around if you need further assistance. 

[Materman52]

Did anyone ever get their issue fixed?  I have the same issue where it won't track heart rate and/or steps.  Worked fine last week but now I can't get it to do anything.  Please help if you can.

[Raghav_Anand]

Email the fitbit support they will be able to help you.

Raghav Anand

[Materman52]

Ok, thank you.


Sent from my iPhone

[Dinkoj]

Same thing... since this Thursday (04.07.2019), not measuring heart rate, green led not working, steps not counting, raise hand to wake up not working. Syncing working fine, charging fine.

Tried reboot, factory reset, shut down, recharge, calibrate. Nothing. To expensive watch to go bad just like that.

[Raghav_Anand]

Contact the fitbit support directly they might be able to help you. Mine
crossed its warranty period otherwise it could have been replaced.

Raghav Anand

[LeanneCK]

Help my Fitbit versa is also not measuring steps or HR.

what to do?

tried factory reset and off and on!