Swim laps not being counted

[MikePifer]

Two days ago my Ionic all of sudden stopped counting my swim laps ??  It does show how long I swam and how many yards I swam.   But it doesn't recognize lengths and shows very few calories burned.   I usually swim 50-60 laps, but the last two days it's showing no laps and 32 calories burned.   I've done three online chats with Fitbit with no resolution...my last call ended with my issue being "escalated" and a future email forthcoming (none received yet).   Help ?

[YojanaFitbit]

Nice to see that you're digging into the Forums @MikePifer, let me give you a warm welcome to our Community.

Sorry about the issues you're having with your Ionic. We strive for excellent customer service, and customer satisfaction remains our number one goal. Thanks fo reporting this to our Support Team, they've already taken your case under their wings, and I'm sure they will let  you know as soon as they have information. 

I'll be checking reports on the Forums to keep you informed too.

If you need anything else, let me know! 

[SunsetRunner]

Are you still having this issue? 

This happened to me today. I also noticed that my fitbit screen was not waking up when I would bring my wrist up to look at the time. 

I did a hard reset on it (held all the buttons for 10 seconds to restart) and the screen is waking up now.

I need to check it in the pool next time i go to see if it counts the laps.

[MikePifer]

The hard reset was the third recommendation that Customer Service gave me and that worked. It’s now counting laps

Sent from my iPad