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Device freezing

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‎12-10-2019 19:35 - last edited on ‎12-11-2019 10:58 by Fitbit Moderator

‎12-10-2019 19:35 - last edited on ‎12-11-2019 10:58 by Fitbit Moderator

My Ionic has a couple major issues that started within the past month or so, from what I have read on the forums, I may be out of luck and need to purchase a new device. I only had this for 15 months, not long enough in my opinion. 
-The screen would just show the Fitbit logo and freeze basically, I wouldn’t be able to reset or anything. Then randomly it would work again. After that happened a few times, the Touch screen Stopped working and looks dim compared to how it was before. Very disappointed! 

Moderator edit: Subject for clarity 

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‎12-11-2019 10:57

‎12-11-2019 10:57

Hi @Kevinb2cool86, welcome to the Community Forums!

 

Thanks for bringing this to my attention and for troubleshooting your Ionic device prior to posting, I totally understand how frustrating this situation can be for you. If you haven't already done so, I recommend you to try the following steps to perform a factory reset:

 

  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.

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‎12-11-2019 14:55 - last edited on ‎12-16-2019 18:08 by Fitbit Moderator

In response to RicardoFitbit

‎12-11-2019 14:55 - last edited on ‎12-16-2019 18:08 by Fitbit Moderator

Did not work...

 

Moderator edit: Format 

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‎12-16-2019 18:10

In response to Kevinb2cool86

‎12-16-2019 18:10

Thanks for your reply @Kevinb2cool86, it's a pleasure to continue assisting you. Sorry for the delayed response.

 

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Ionic device 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 to 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.

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