Can't pair Ionic because of blank touchscreen

[mcdan71]

I loved my Ionic when it was working well, which it did for a year and a half.  Then my Ionic's touchscreen went blank last April, though it still counted steps and floors.  I continued to use it as a simple steps tracker for awhile, but eventually gave up on it, waiting for a Firmware update that I hoped would clear up the blank screen issue.  

I downloaded the update this morning, but there was no change in the screen (though I'm not sure the update worked).  After trying to reset a couple times (left button and right lower button), I tried deleting the device from the Fitbit app on my iPhone, hoping to add it again and possibly changing the outcome.  Unfortunately, now I can't add my Ionic back to the app because it requires me to type in the password on my Ionic screen, which I cannot see!  

Is there a way to re-add my Ionic to the app and therefore continue trying to resuscitate my blank-screen Ionic?

Or is there another way to get my screen working again so I can pair my watch with the Fitbit app on my phone, and continue using this very enjoyable watch?

[SilviaFitbit]

@mcdan71 A warm welcome to the Fitbit Community. Thank you for getting in touch about this. 

I appreciate the detailed information shared and the troubleshooting tried prior to posting. I understand how important the Ionic is for you. 

In this case, I took the liberty to share your post with our Support team and they mentioned you already have a case with them, please continue the communication through email they'll be happy to assist. 

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

[Gen_C]

I have a similar problem! after installing the latest update on my Ionic, I can only see icons on my watch face, no text. I tried to reset it, but it didn't change anything. I followed the instructions to remove it from my phone and when I try to reconnect it I can't enter the password from my screen as I can't see any text on the screen.

Any suggestions to fix this would be greatly appreciated!

Gen

[SilviaFitbit]

@Gen_C Welcome to the Fitbit Community. Thank you for getting in touch about this. 

I appreciate the troubleshooting tried prior to posting. Since you've tried the recommended troubleshooting but it's still not working, I've shared your post with our Support team and someone will contact you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

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

[Gen_C]

Thanks so much, Silvia!

I look forward to hearing from the support team.

Gen

[Gen_C]

I fixed it! I had to reset my watch to factory settings by doing a hard restart and once it restarted I was able to pair it with my phone. I lost my apps and music but worth it to be able to use my watch! 😀

[SilviaFitbit]

@Gen_C Thank you for getting back. I'm glad to hear that after you performed a factory reset to your watch, it started working again. 

Feel free to post back if you have any additional questions.