Blank screen

[Allisonkelsey33]

My ionic was completely charged and when I woke up this morning screen is completely blank. Tried to to the reset and nothing happens

[SteveVDaytonOH]

Having the same problem with my Ionic. Fully charged last night, this morning a blank screen. Does anyone know how to correct?

[C3lia]

Mine just did the same thing. It was first a step tracker problem, then I reset to find the bpm isn’t tracking. Now, it just went black. Nothing is helping it. What’s going on with this software???

[irishgrl]

Don't expect any help on here - mine did the same thing and I was told tough

[monionic]

Good luck, this is a widespread issue. I've been watching the threads for days now and tons of people are having this issue.

[C3lia]

I found out, after calling customer service, the Fitbit isn’t reparable.
They offered 40% off a new one from their online store. They won’t try to
fix it. They force you to buy a new one. They don’t have a cause or a
thought for why it’s happening, nor do they want to tell you if they know.
This is the resolution they provide.

[C3lia]

I found out, after calling customer service, the Fitbit isn’t reparable.
They offered 40% off a new one from their online store, because after a
year, there isn’t a warranty. They won’t try to fix it. They force you to
buy a new one. They don’t have a cause or a thought for why it’s happening,
nor do they want to tell you if they know. This is the resolution they
provide.

[meelisaab]

This is exactly the same problem this morning.
I charged the battery in the evening.

[SteveVDaytonOH]

This may be the best solution, I contacted tech support and completed all the required steps that I found on the Fitbit site:

Tried resetting by holding the back (left side single button) and bottom button (on the side with two buttons)  - no Fitbit logo appeared indicating it was resetting.

Tried changing charging cable (I had two) - no change

I also tried the charging cables plugged into a wall outlet with a power adapter as well as charging (low power) by connecting to my PC - no change

Finally when talking with tech support I asked if simply that battery failed. This was then confirmed as the probable cause.

There were two options in my case:

1. Mine was still under warranty - you will need to know when you purchased it (approximate month/year) and where (Amazon, Virgin Pulse, in-store).

2. Second option was to upgrade to another unit for basically the price difference between your Iconic and the new Fitbit device.

I chose option one as it was still under warranty. I provided my name, address, email and phone number to the tech support agent. He then sent me an email that allowed me to confirm all the above contact information. I accepted the choice to replace my Iconic device. I then received confirmation my order was being processed. They are sending me a replacement Iconic device (5-7 days).

There is also another email you will receive with a specific website you must go to to setup the replacement device when it comes in. There is a specific code you must enter once your replacement is received to setup the device.

Hope that helps.

Good luck, stay healthy. 

[RicardoFitbit]

Hello guys! Welcome aboard @SteveVDaytonOH and @meelisaab. I'm glad to see you posting in this thread and participating @Allisonkelsey33 @C3lia @monionic and @irishgrl, I'm here to provide assistance with your Ionic devices, my apologies for the delay in responding.

Sorry for the inconveniences some of you experienced with the Fitbit products and I want to thank all of you for the time you took to share your thoughts with us regarding our Ionic device and our Customer Support team, your feedback and comments always help us to improve our products and services. If any of you haven't already done so, please follow the steps from our help article: Why isn't my battery charging on my Fitbit device? which also include our restart process. Then, try our factory reset process following the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
3. When the device vibrates, release all buttons.
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team.for any warranty-related reply and contact them if the steps above don't resolve this situation.

See you around. 

[Sheep_Dog]

At this time, there are at least 7 different current  threads reporting the same issue; an ionic that has suddenly died. A quick look reveals several others that have been closed.  Unfortunately, I've now joined the ranks of dead Ionic owners.

Ricardo, I understand you are a moderator and trying to point people in the right direction as opposed to being customer service, but I haven't read about a single person being able to successfully restart their device even though you keep posting the same instructions. Alternatively, referring everyone to the warranty page isn't helpful either; This device simply should last longer than this.  What we need is for FITBIT to realize that their flagship device is bricking all over the place (look at the dates on these threads) . Customer service needs to get ahead of this and take care of your customers, or they will become someone else's customer.

[RicardoFitbit]

Hello @Sheep_Dog thanks for your post, nice to see you again participating here in the Community Forums. My apologies for the delay in responding.

I appreciate your understanding and patience with this situation, I understand how frustrating this matter can be for you, the information and suggestions that were shared in your post are appreciated because we are always working to improve the Fitbit experience with our products and services. I'll pass along your feedback regarding this situation. 

Don't hesitate to contact me back if you need anything else. 

[j1mgg]

Exact same thing has happened to mine.

Start off with a jumpy screen, now completely black, tried the reset, didnt work, tried the above, but dont get a fitbit logo on the screen to know when to release.

My device still syncs to my phone.

Missus had a similar problem with here charge 3, but this was resolved with a firmware update.

[RicardoFitbit]

Hello @j1mgg nice to see you again participating here in the Community Forums. Let me give you a hand with your concern.

Thanks for taking in consideration the troubleshooting steps that were previously posted. I'd like to share with you that our Customer Support team informed me directly that they already provided you with assistance regarding the situation experienced with your Ionic device. That said, I suggest you to contact them back if you have any additional questions about the information that was provided by them. Also, you can contact me back if you need anything else.

I'll be around.