Step accuracy

[comman68]

For the last two days my Fitbit Ionic has begun increasing steps rapidly and consistently even when I am sitting. I have tried everything I have seen in the forums here, including restarting, shutting down and restarting, changing clock faces (more times than I can count) and even a factory reset. Nothing will stop it. I have done nothing radical to cause this problem. I’m a walker and fitness fanatic, but my Ionic is rarely exposed to water and never abused in any way.  Any other solutions out there?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @comman68 welcome aboard. Thank you for bringing this to my attention, I'm happy to give you a hand with your Ionic step count difficulties.

First, I'd like to appreciate your time and effort troubleshooting this matter prior posting. I'd like to recommend you our help article: How accurate are Fitbit devices? for tips about improving accuracy. Please note that factors such as device placement, dominant or non-dominant hand, and stride length affect the number of steps recorded. That said, please take in consideration this information and let me know how it goes.

I'll be here if you need anything else 

[comman68]

Thanks for your response, but this is not an accuracy problem. I read the article you referenced and it really doesn’t relate to my particular problem. As I said in my original post, the steps on my Fitbit are literally running away. When the runaway occurs, it continues whether the Fitbit is on my wrist, being charged or just laying on the counter. In addition the clock display stays on for extended periods of time when the runaway is occurring. When I turn it off using the enter button, it usually turns back on immediately and stays on despite the sleep setting being set to 10 seconds. Just as an example of the severity of the runaway, I went to bed last night at 11pm and when I woke up about 4:30am the watch had recorded nearly 19,000 steps for the new day and had added about 6000 steps to my previous day’s total, all while I slept. The clock face had also been on all night despite the 10 second sleep setting, as evidenced by very low power remaining. 

[comman68]

I just noticed that I was wrong about the runaway happening when the watch is charging. It actually stops running away when charging. As soon as I take it off the charger it starts running whether on my wrist or laying on the counter. 

[RicardoFitbit]

You're welcome @comman68 I appreciate your reply and update.

Seems odd that your device is recording so many steps while you're asleep, thanks for the detailed information that was posted. I'd like to let you know that our Support team informed me that they're already providing you with assistance regarding this situation, therefore, I recommend you to contact them back if you have any additional questions in regards their latest contact. 

I'll be here if you need anything else.