Not counting steps or showing heart rate

[FrustratdParent]

Recently my son's Ionic has stopped recording the number of steps (shows 0) and shows no pulse rate/heart beat. I have restarted it - no effect - changed watch face - no effect - done a factory reset - no effect. the green light for measuring the pulse is on and it is fully charged.

Any suggestions

[FibroYogi]

Tried to restart, turn on/off, but Ionic is stuck at zero everywhere. Even calories.

Somebodyout there with a solution? 

(In app, everything seems fine, even bpm is working...)

[FibroYogi]

Same problem with my Ionic. Happened after sync earlier today. A bug? Hmmmmh....

[WendyB]

Welcome to the forums!

Sometimes doing the restart 3 times in a row helps.

If it does not then please Contact Support
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

Hope to see you around the forums!

Check out the discussion forums lots of interesting topics!

[FibroYogi]

@WendyB

Did this now, but no go. 

But I discovered that on «today», everything works fine, the steps are there, calories and so on.. The problem seems to be in the clockface screen. Any other ideas?

Thanks! ☺️

[WendyB]

@FibroYogiTry and change the clock face and see if it solves the problem

[Omall]

Thanks, I had the same problem after a recent update and changing the clock face sorted it for me, ionic was still counting but clock must have lost support after update

[FrustratdParent]

Hi, I have shut it down and restarted it more than 3 times and the clock face is a basic fitbit one. I still do not get any HR or Steps and nothing shows when I sync the Ionic.

[FrustratdParent]

Hi, I have changed the clock face to another Fitbit one and it still does not count or show any data when I sync

[Omall]

Did you try changing the clock face? Hope it works for you too!

[Dharmapunk]

Thank you for the suggestion to change watch face - changed to Fuzzy Time and now it works fine. 

[MarreFitbit]

Hey there @Dharmapunk, @FrustratdParent, and @Omall! I'm glad to hear that your Ionic is working great after changing the Clock Face. 

Hey @FibroYogi! Are you still having the issue? If so, please try restarting your Ionic. Then, try changing the currently Clock Face, and go for another restart. 

If the issue persists, please try using a Fitbit Clock Face instead of using one from a Third-Party App. 

Thanks for your help @WendyB! 

Looking forward to your response! 

[Tonm17]

I had the same issue. The clock face does not show the statistics anymore, while the today screen shows the correct statistics. By change the clock face I found out that now clock face require a permission set. Either update the clockface or update permissions of the current clockface. If updating the permission of the current clockface does not work, then first install a different one and then reinstall the old one.

it would be great if we get an update from Fitbit about such change to functionality 

thanks Ton

[Jipmin]

I have tried all of the suggestions. Nothing works. Still can't get a hart rate reading or an accurate step count.

I am starting to believe that my watch is toasted. I still have the time and date though !
Thx.

[whitty-whit]

I'm having the same problem and have done everthing that everone has suggested, can there be a software fix for this?????

[Gnorko]

Dont expect it.

they tell you to reboot it i 1mio times and restore to factory setting.

Change clock face etc.

but sadly nothing works after this.

when all watches is down and Garmin rules the tracker world they wake up and put a new watch ti the market... still not function...

Fitbit sucks at the moment

sad regards from a person with 21 reboots, no aps no nothing on the Ionic - but hey I can see the clock 🤪🙃😱🥺