Fitbit Ionic feedback

[jmorrow1973]

After only having this thing for a dew weeks the display is off and will not come back on, even when plugged into a USB.  Was charged and is just not coming back up- please help- reset procedure?

Moderator edit: Updated subject for clarity.

[Etheshuffler]

Wow, three failures! I'm on my 2nd Ionic and fingers crossed, so far. I think Fitbit should be more transparent about the issue regardless whether software/hardware and own the problem. It's going to be expensive to do this, including a recall, but the brand hangs in the balance if they screw up and continue to prevaricate. I like my Ionic for the longer charge time, swim lap counting and water resistance but would very likely switch to Apple if it could match this feature set.

[LovelyK]

Thank you.  The two button press worked.  

[SantiR]

Hello everyone! Thanks for your continuous participation on this thread regarding Ionic's display.

If you haven't done so, please try the following that has helped other users in the past:

• Update Ionic to its latest firmware version.
• Perform a restart on Ionic.

If non of this works; please make sure to contact customer support for further assistance.

For all the users that are getting a replacement unit; please feel free to follow these replacement set up steps for you to not loose any of your previous data.

Keep me posted! 

[chelsydanielle]

This worked for me! Thank you! 

[SantiR]

@chelsydanielle It's great to see you in the Fitbit forums! Thanks for trying those steps in order to sort this out. I'm so glad to read they helped you out and that you are now back on track. 

Also, take a look at the Discussions Board as you will find a lot of interesting things there. Feel free to post on any thread you want. If you are looking for Fitbit friends to compete with on challenges, check this thread to add some! 

See you around! 

[Dmann3253]

WOW! What a flipping joke.  FitBit you guys are hilarious! I have been reading these forums for tips on how to get my Iconic working for 2 days now. Tried every procedure for the ionic and some for the charge and was getting very upset after spending $300 less than 2 months ago. I laughed when I read we're the people threw it on the floor and it came on, or when another guy said he rapped it on his desk and then did the reset and it came on. Well you funny guys, I tapped mine on the counter top out of despair then tried the reset one final time, and guess what? It came on. So people, the rest procedure is to smack your new $300 FItBit Ionic on a hard surface then continue with the reset process. Hilarious!!!

Moderator Edit: Word Choice

[avg21a]

Well like many I also have had the "black screen of death".  I am a past R&D tech that now does computers for smaller companies, (fewer politics).  I was evaluating this device as a method of tracking activity in elderly patients.  The Ionic is less than 7 weeks old, both the Android app and the Web page say that I have Firmware version: 27.32.10.20 but without an option to update to the latest Firmware version and it is syncing.  However, If I use the windows program and connect with a cable it shows the Firmware version to be 32.10.20 and also shows syncing.  So 3 different programs and 2 different results from the same device does not leave me feeling comfortable that this is ready for prime time.  While the 2 button restart worked for me I do not have confidence that it will continue to function.  Especially with the reports of high current usage for recharging and getting hot, (seems like a major phone company had difficulty with a phone/tablet a bit ago).  So regretfully I'm going to see if it's too late to get an extended warranty from BestBuy and will not recommend Fitbit for elderly patients but instead will be looking at a different Biodevice.

[Etheshuffler]

Yes, I would not recommend Fitbit to someone not prepared for workarounds and hacks. Fingers remain crossed; my factory replaced Ionic continues to function properly after about 3 months. It's still somewhat galling that we Ionic buyers have been essentially beta testers. But this is an industry wide trend; tech companies rely on users to provide help, not to mention that we deliver virtually all content for social media. I digress but the plummet in FB value may indicate users are finally getting tired of this arrangement.

[SarahAlex]

worked for me thanks

[spiketrain]

New Fitbit Ionic - only had it for a couple of weeks.... twice I've had it die on me. The first time I was cycling. I started the exercise cycling feature and it took a while (as it always seems to) to find a GPS - then I went off on a 10 mile cycle. It performed fine. I put the exercise on pause whilst I went for lunch and then when I came to take it off pause I found that it was dead. I knew that battery was good for another couple of days - so I assumed it didn't like pausing an exercise for an hour.

Then today, I charged it fully to 100% and went for a cycle. Again the GPS was slow to respond - but I just started cycling anyway. When I got to my destination I checked the Fitbit and it was 'black screen of death'. I got no response - and my iPhone Fitbit app could not detect the watch. I assumed that the battery was faulty and, when I got home I took the watch off to charge it again... but then noticed the green sensor light was working - so I did a restart... and the watch woke up and started functioning as normal. I did completely lose all the stats from my day's cycling exercise which was frustrating. Also noticed that the battery was down to 85% - which is maybe okay... but that means that it went down 15% in three hours. Will continue to monitor... but this is a new watch - so I'm not going to put up with this as a regular occurrence.

[Sidhanth]

Customer service number?

[Lizgd]

The number is 877 623- 4997 every day from 4am-9pm PT


Sent from my Samsung Galaxy smartphone.

[HelenLJ]

I'm just a community participant, don't know their number. Sorry.

[Timdawg27]

I just purchased an ionic because my blaze broke.   9 days later my ionic goes all black.  Battery is full but ironically it still counts step.  I ask for help on fitbit chat and they tell me to do a hard reset. Well now i still can’t see the screen to get the number to reset it up on my phone.  Fitbit customer service was terrible and not helpful.  So disappointed.  Fitbit has lost a loyal customer.  They should be embarrassed.  

[HelenLJ]

Did you update the software on your laptop or phone? That worked for me.

[Timdawg27]

I had the latest software already downloaded.   There was nothing for me to download new.  

[PurpleOpal]

Reset just worked on mine. Of course it happened during my bike ride so it didn't log.

[Mom3Fit]

This sounds exactly like what happened to mine. I was baffled because of the lights still working. All of my usual reset tricks didn't work. I started looking up the problem while I plugged my watching into the computer. It never registered on the computer, but after holding down ALL three buttons until the logo popped up on the screen it is now working again. I've had mine since February 2018. This is the first issue I've ever had other than the one update bug several months ago. I almost gave up and contacted support and I felt like I had to hold down all three buttons longer than I'd normally have to, but I was desperate. I didn't want to have to go without my Fitbit.

Hopefully you'll find what works for yours and if not, hopefully Customer Service will be able to help in a speedy manner. Good Luck!

[Timdawg27]

No they are terrible. Nothing worked at all. Only 9 days before it broke. Crazy

Sent from my iPhone

[SarahAlex]

This happened to mine and I called customer services they rebooted it

Sarah