Device icons not working

[Erik303]

I need help!!! My Fitbit ionic “exercise” features stop working. I tap exercise and it disappeared then it kick me back to the main screen. Also the “setting” feature is dysfunctional and acting the same way! Very disappointed with this product. It should work properly at least for 6 months straight! 

I research a solution online and I tried:

1. Reset the watch.

2. Update the app

3. Sync the app with the watch

4. Refresh with full charge 

5. Take it of for 2 days and updates again while plug in.

Nothing work and it still messing up. 

Unfortunately there is no warranty available and no active tech support.

Its very annoying to spend that much much on a device and it’s dysfunctional. Can’t  fix it, can’t return it, can’t exchange it, I’m just Stuck with this broken Ionic Fitbit watch. 

Fitbit team nit really supportive. 

Can anyone help me resolve this issue?? Please anything help!

thank you 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Erik303, welcome to the Community Forums, it's a pleasure to assist you today with your concern.

I appreciate all the information that was shared in your post, your effort and patience troubleshooting your device prior to posting is really appreciated, I totally understand how frustrating this matter can be for you. To better assist you with this, can you please let me know when was the first time you experienced such difficulties and how many times since then? If you haven't already done so, please follow the below steps to factory reset your Ionic device:

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.

[Erik303]

Thank you so much for your reply! I will try your instructions steps and update the tracker with this new Dec 2019 update and let you know if this will fix the issue! 

I appreciate your help and support. 

[RicardoFitbit]

You're welcome @Erik303, thanks for your reply too!

I appreciate your patience with this situation, please let me know the outcome of this situation after trying the steps that were shared in your post so we can move forward with this. Don't hesitate to contact me back if you require further assistance or if you have any additional questions for me to answer, it's always a pleasure to assist.

See you around. 

[kdivine]

I just experienced the exact same thing.  At the very least I had hoped they would have offered me to return it to them to see if the malfunction could be fixed. That was a lot of money spent on a gift that didn't live up to its expectation. I truly loved it and now I ma very sad.  I agree though, tech support was kind. 

[RicardoFitbit]

Welcome aboard @kdivine.

Thanks for taking the time to share your thoughts and personal experience with us, the input that was shared is also appreciated. I'm happy to know that our Customer Support team resolved your concern and initiated a return process. Don't hesitate to contact me back if you require further assistance and I'll gladly help you out.

Let me know if you have any additional questions. 

[kdivine]

I return process was not initiated. As a new fitbit user I am heartbroken
to be stuck with a watch I can do nothing with. My sister bought me the
Ionic one thinking it was top of the line and that I would enjoy it the
most because I could get in the pool with it. The watch didn't last long so
I am left with nothing. Again customer service was very nice and offered a
link to a discount for something else. But I can't afford anything else,
that is why this was gifted to me.
Thanks anyway.