Tracking steps when I’m not wearing it

[TanyaBM]

Today after charging my Ionic it started tracking steps before I even put it on. 

It then stopped showing my heart rate. 

I have done two factory resets and to no avail, I haven’t worn my Fitbit all day but it states I have 11574 and still going. 

Not sure what to do at this point 

like I said I’ve done factory resets, removed and re added it to my app, 

installed the update. 

I’m at a loss 

[NellyG]

When you were not wearimg it, was it near a fan of any kind (even a computer fan) - vibrations can trigger step counting. Try leaving it on a stable place with no vibrations and see how it goes. If it is still counting large numbers of steps you will need to contact Support (link in my signature)

[TanyaBM]

No I made sure it was on my desk at work where there are

no fans. 

Sadly as I am wiring this is it is sitting on the table beside me and I’ve walked almost 7,000 steps and I just got out of bed. 

Thanks for the help though I will contact support. 

[Rich_Laue]

You haven't added mobile track to your phone, have you?

[meggles26]

my fitbit Ionic is also doing this since friday. and it drains the battery just as quickly as the fake steps happen. did you find a solution?

[WendyB]

@meggles26

Try a restart

Restart
http://help.fitbit.com/articles/en_US/Help_article/1186/?q=restart&l=en_US&fs=Search&pn=1

If that doesn't help Contact Support.
http://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

[meggles26]

thanks @WendyB unfortunately i have already tried a restart and a factory reset a few times. i will contact support

[YojanaFitbit]

Hi @TanyaBM and @meggles26, nice to see that you're digging into the Forums.

This is a pretty weird thing, you got more steps than what you actually did. Fitbit trackers have a finely tuned algorithm for step counting. The algorithm is designed to look for intensity and motion patterns that are most indicative of people walking and running.  

I'd suggest to restart it a couple of more times. You can also test your Charge 2 to check the steps accuracy. Thanks for that information @WendyB, @Rich_Laue and @NellyG.

Please give it a shot and let me know how it works! 

[meggles26]

thanks @YojanaFitbit for the advise. I have restarted the ionic about 10 times and done 5 factory resets. it is still counting fake steps but not as fast as it was the last few days and it still doesn't show my heart rate and draining the battery in a matter of hours. I think maybe it's time for me to move on from fitbit ionic as there just seems to be something wrong with it after 12 months of it working great and nothing i do fixes the problem.

[Giampi71]

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@Rich_Laue wrote:

You haven't added mobile track to your phone, have you?

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I want to bump this suggestion that could be a plausible explanation.

[meggles26]

Thanks @Giampi71 unfortunately I haven’t added anything like that. I wish there was a simple solution it’s all very weird

[TanyaBM]

No. Fitbit has determined that it’s a faulty device. 

Thanks 

I ended up contacting customer service and they’re replacing my Fitbit. 

Moderator Edit: Merged User's Posts

[DramaQueenDiva]

I'm glad they were able to help you out!  Hopefully, you'll be up and running soon!

[SantiR]

@meggles26 Thanks for your reply and for trying the steps provided and sharing all of those details. I went ahead and contacted you via PM. Please keep an eye on your Community inbox for next steps.

@DramaQueenDiva @Giampi71 Thanks for sharing your help on this thread!

@TanyaBM Thanks for your reply too and for contacting customer support regarding this matter. I'm really glad to read they were able to determine the root cause of this problem and were able to replace your watch. 

Once you receive the new unit please follow these replacement set up steps for you to not loose any of your previous data.

Keep me posted!