Device display not working

[Henke2]

Hi. Since yesterday evening the screen on my ionic is blank. I have read similar posts here and already tried to charge it and the restart procedure. The ionic can still synchronize to the iPhone app. So I can see that the battery now is charged to 100% and can read the pulse values on the phone. But, the ionic screen is blank. Please advice how to troubleshoot. 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Henke2 welcome to the Community Forums!

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting. If you haven't already done so, I suggest you to try our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please follow 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 if you need further assistance. Keep me posted.

[Henke2]

Hello. Thanks for feedback on my issue!

I have now tried also the factory reset procedure. Since the screen is blank I could never see any Fitbit logo on the screen in step 2.. However, I followed the reset procedure and just counted 12 seconds before releasing bottom right button. When the device vibrated I released all buttons.

After waiting 5 minutes in step 4 there was still no Fitbit logo on the screen. Blank screen. However when trying the Fitbit app on my iPhone the app recognised that a "new" ionic was available. By use of bluetooth the iPhone wanted to pair to the ionic. I am now stuck requested to read the 4 digit number on the ionic display. But the screen on the ionic is still blank. No 4 digit number appears. No Fitbit logo. Nothing on the display.

Please advice how to continue troubleshooting. 

[RicardoFitbit]

You're welcome @Henke2, thanks for your prompt reply. Sorry for the delay in responding your post.

Thanks for taking in consideration the information that was shared on my previous post, I'm sorry to know that your device is still unresponsive. I'd like to let you know that our Customer Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye to your email inbox because they'll contact you soon. 

In the meantime they get in touch with you, don't hesitate to ask me any additional questions you may have. See you around.