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Steps reset to 0 after syncing Ionic.

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‎01-30-2019 02:59 - last edited on ‎01-31-2019 06:15 by Moderator Alum

‎01-30-2019 02:59 - last edited on ‎01-31-2019 06:15 by Moderator Alum

I have noticed that over the last couple of days my Ionic is logging data but when it syncs with the App on my iPhone XR, it downloads the data and then the App reset to zero almost automatically. This has resulted in me effectively losing two days data from the App.

 

I have tried resetting the Ionic and still it is happening. Any suggestions would be appreciated.

 

Moderator Edit: Clarified Subject.

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2 REPLIES 2

‎01-31-2019 06:40

‎01-31-2019 06:40

Hello @AndyMac5, have a warm welcome to the Fitbit Community, it's great to have you on board. Smiley Happy

 

I appreciate your participation in the Forums and for sharing your experience with us. I would also like to thank you for having tried some troubleshooting steps before posting your question. Tell me, since when have you experienced this situation? Did it improve after restarting your Ionic? Additionally, I would like to suggest you to go to the Online Dashboard and check if the information is showing up here. If it is, that means the app is not updating the information from the servers correctly, in which case I would like to suggest you to log out from the app, wait for 1 minute and log back in. 

 

Please keep us updated and let us know if you experience this issue again. Have a great day. 

Marco G. | Community Moderator, Fitbit

Did you find my post helpful? Vote for it or mark it as a Solution! Robot wink

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‎01-31-2019 07:24

In response to MarcoGFitbit

‎01-31-2019 07:24

Before contacting Live Chat I tried all the recommended protocols for remedying the situation. Live Chat were really helpful and we tried everything to sort the problem out.

 

Eventually I had to carry out a factory reset which looked to have been successful, but halfway through the set up process my Ionic had a catastrophic failure and stopped working. After discussions with the Live Chat Agent, and as it is still within the warranty period, a new one is being sent through to me. 

 

My experience with the Live Chat service was very good.

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