Swim counting stopped completely

[BonnieSwims]

I have used my ionic to count my swim laps and yardage for well over a year. 3 days ago it stopped tracking yardage and laps. It will turn on to swim mode and only count time, showing 0 for all other measurements. Yesterday it got a few times but after swimming 4000 I got credit for 125 yards. I have used factory reset multiple times with no change..

[SilviaFitbit]

@BonnieSwims Welcome to the Community. Thanks for the details mentioned. 

I appreciate that you mentioned you have performed a factory reset but you haven't seen any change. 

I would like you to make sure you've done a restart and make sure you've properly set your pool length on your Ionic. 

Keep me posted. I'll be around if you have any additional questions. 

[BonnieSwims]

Thanks for the reply.  A restart is what I did (holding left and bottom right buttons until the logo appears).  The settings for pool length are also correct (25 yds).  This has only started since the recent update a couple of weeks ago (to the device, not just the app).  Is it possible a glitch was introduced then? 

[Sally7720]

I have done all of the suggested, and still wont give me stats. Ionic will tell me that I have been active, and for how long, however it still wont give me the swim stats that I want. please help before I pull all of my hair out.

[KimMayT]

I'm also having issues with just the swim.  I swam last night and it didn't sync with my Training Peaks and it doesn't give me the option to download it either.  

[KimMayT]

Hey Silvia, I too have done the restart, and confirmed that my settings are correct for the swim.  It actually recorded my swim, but did not upload to training peaks, didn't record my HR, there is just a gap in my HR at that time, and it won't give me the option to download it, just the option to delete it.  Any thoughts on these issues?  Thank you!

[SilviaFitbit]

@BonnieSwims Thanks for getting back. I appreciate the details mentioned. In this case, I've shared your post with our Support team and they will continue assisting you through email. 

@Sally7720 and @KimMayT.  It's nice to see you on the Community. In this case, I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

I'll be around if you have any additional questions. 

[donnaconner]

Hi Silvia/ Technical Support-- please add me to the list for follow up as well. I'm a swim coach so I am pretty used to how my Ionic works and as of the last "firmware upgrade" I cannot see lengths or laps on the watch. Shows a big fat 0. But if i keep swimming (in the dark as it were) at the end, the app does show the correct number of laps. And yes I have done the Factory Reset too.  About to do the whole Device Wipe which would be very inconvenient and don't know if that will fix it. Can you assist?

[BonnieSwims]

It was suggested that I do the complete factory wipe/reset.  I DO NOT RECOMMEND IT.  As it was a pain to reset everything and it DID NOT fix the problem.  I firmly believe this was a problem introduced by the update of the device recently. 

[donnaconner]

Today gave up the day by doing the complete wipe. Would not let me set up device without latest firmware so had to pull it down. 6 hours later headed to pool and guess what- no counting laps on the display or the device. Folks- until,the latest firmware there was no issue. Please give us a way to roll it back until you can fix. And FWIW- liked the old interface with pictures much more than the tiny text for Exercise type anyway. Can someone from tech support assist?

[BonnieSwims]

Agreed - they need to make a roll back an option or simply roll it back for everyone.  My last communication with tech support was basically them admitting it's broken and that there may not be a fix forthcoming.  No effort to even pretend they'll follow up or seek a resolution.  Sounded like they feel there is such a small minority affected that it's not worth the time.  Please comment here if you're reading this and having the same issue.

[SilviaFitbit]

@donnaconner and @BonnieSwims. It's nice to see you on the Community. Thanks for the details mentioned and the troubleshooting tried. 

I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email. 

@BonnieSwims Thanks for sharing your experience with our Support team. 

I'll be around if you have any additional questions. 

[AustinMike]

My Ionic also stopped counting yardage and laps about 6 months ago (January-February time frame). Elapsed time of workout still registers accurately, though. I've also ensured that pool length is correct, although I never touched the setting prior to the loss of yardage/lap counting. Two factory resets completed, as well. 

[SilviaFitbit]

@AustinMike A warm welcome to the Community. Thanks for getting in touch about this. 

I appreciate the details mentioned. I would like you to change the pool length to a different one then restart your watch and enter the correct pool length. After this, try again and let me know the results.  

I'll be around if you have any additional questions. 

[thebear48]

I am on my third iconic..and am having lap counting problems as well as screen changing during swim. Because the warranty isn't very good I will pro

bably look for a different brand of tracker