Corrupted display after firmware update

[DarkPhoenix74]

After my update completed, my fitbit ionic booted back up with a white line on one side, and all colors have yellow tone.  Also all the text is not nearly as clear.  I have restarted it, factory reset it, reinstalled the app, changed my clock faces and nothing has changed.  I am using an samsung galaxy s20.  It is still working, but difficult to read the screen.  I am unsure how to post a photo here to show how it looks.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @DarkPhoenix74, welcome to the Community Forums! 

I appreciate all the details that were shared in your post and for trying some troubleshooting steps before posting, certainly, your Ionic isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[Ehug]

Same here. What can I do?

[RicardoFitbit]

Welcome @Ehug, thanks for your post.

To better assist you and further investigate, can you please share with me more details about the issue you're experiencing with your Ionic? Are you having an issue with your device's display after updating its firmware? More information will be appreciated so we can move forward.

Looking forward to your reply. 

[Ehug]

After firmware update my screen went out. Some times I’ll have a split screen but mostly there is nothing.

[RicardoFitbit]

Your update is appreciated @Ehug.

I'm sorry to know that you're experiencing difficulties with your Ionic after the firmware update process. To fix this situation, I recommend you to try our restart process and also change the clock face of your device. Please let me know if the issue persists.

I'll be around if further assistance is needed. 

[Ehug]

 

[Ehug]

 

[Ehug]

 

[Ehug]

This is after reset and clock face change. 

[Ehug]

 

[Ehug]

Also I have noticed that my ionic isn’t looking for a heart rate.

[RicardoFitbit]

Thanks for your reply and for sharing pictures of your device with me @Ehug.

Because the steps from my previous post didn't work, please try our factory reset procedure 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. 

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc. 

I'll be here ready to help you if necessary.

[Ehug]

Still no luck.

[RicardoFitbit]

Your update is appreciated @Ehug.

Since you're still experiencing difficulties with your Ionic, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.

[Ehug]

Ok, Thank you!

[RicardoFitbit]

You're welcome @Ehug.

Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Thanks for being part of the Fitbit family, it was a pleasure to assist you.