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.

[dataengelen]

Replacement on the way, so hopefully this one will last longer.

[Kirran1102]

Tap it on the side I have same issue with mine every day the same issue

[jimaica]

this fix seemed to work for me. However, it looks like my watch has not adjusted for lost time. It is off by 40 minutes or so. But it does work. I had the same problem as others who suddenly lost power. nothing nada. very disconcerting 

[GraceGFitbit]

Thanks for reaching out and providing your feedback @SunsetRunner, @Fit415, @knittinnana, @Etheshuffler, @Baggie76, @dataengelen, @Kirran1102 and @jimaica. We totally understand where your concerns are coming from. 

@Fit415, I just confirmed with our Support Team that you have already an open case. I recommend you to continue the assistance and follow their instructions. 

@knittinnana, Please don't hesitate to reach out our Customer Support team again if you have any more questions, comments, or concerns.

@jimaica, In order to further assist you, I've gone ahead and escalated your case to our Support Team. Keep an eye on your mail box. 

Please let me know if you have any other questions. Have a nice weekend! 

[jimaica]

All is well.  Seems that my watch is back to normal. Thanks for the restart tip.

[Fit415]

I tried following from Fitbit support .

After try all the following, my Ionic still not come back to life and those steps may help others.

• Dust and debris can accumulate over time and prevent a charge. Clean the charging contacts using the instructions in How do I clean my Fitbit device? 
• If you haven't done so, try a different port. A UL-certified wall charger will also work. Don't use a USB hub. 
• Check the alignment and try reconnecting your tracker to the charging cable. For illustrations and tips on how to know if the connection is secure, see How do I charge my Fitbit device? 
• When in doubt, it doesn't hurt to turn your tracker off and back on. For instructions see How do I restart my Fitbit device? 

[Dm_nolan]

I just had the same exact thing happen to me - I have been using it for about 6 months now and I went to update it and it just stopped mid-update and now wont turn back on.  It has been fully charged, plugged into the wall and base charger and i've tried everything mentioned on this post, just blank black screen.  HELP!

[Mjszemi]

Do you want to know how I got it fixed?  After researching on the web and Fitbit I called them directly. They have me the game gargion as all the hours of research but in the end sent a replacement full of charge. A replacement is the only real fix here

[Fao82]

1. Has FITBIT identified the issue with ionic?

2. Is it a manufacturing problem for a particular batch or most of the ionic are just faulty?

3. I will be getting a replacement but what if it becomes faulty again?

4. How can I get my money back instead so I could get a garmin?

[LydfordLady]

I’ve got this today. My Ionic is red hot to the touch and the screen is blank.  Won’t charge, won’t reset by pressing the 2 buttons, I bought it from John Lewis less than a year ago so going to get in touch with them.

[Fit415]

Here is another reset processes that I got from Fit Support.

It's not working on my Ionic but you may get some luck with it...

1. Connect the watch to the charging cable. 
2. On the Ionic, hold all three buttons for about twelve seconds.
3. When the static Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. 
4. This process may take several seconds, and eventually, the static logo appears and the device boots and displays go to Fitbit.com/setup.
5. If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the static logo reappears quickly and boots without factory reset.
6. Please keep in mind that you'll have to set up your Ionic one more time after  the factory reset is done.

[knittinnana]

All I can say is good luck. I’ve had 2 replacement unfortunately the replacements are “refurbished” and therefore still problematic

Bev

[jimaica]

Thanks Bev. My problem is solved which was to push in the Left and lower right button for ten seconds. It worked. I have over 4 million steps since I got my Ionic watch. It has served me well.

Jim

[SantiR]

@jimaica Thanks for your reply and for sharing this information. I'm really glad to read that your watch is back to normal now. I'm glad the restart steps helped you out with this.

@Fit415 Thanks for sharing all of those steps you have tried in order to sort this out.

I went ahead and contacted you via PM. Please keep an eye on your Community inbox.

@LydfordLady Thanks for sharing your experience on this thread. I also contacted you via PM. Keep an eye on your Community inbox! 

@Dm_nolan I hope you're doing well! Thanks for reporting that you are also experiencing the same situation with Ionic not turning on. 

I'd recommend trying the following troubleshooting steps in order to sort this out:

• Restart your watch
• Try tips for batteries that are not charging

Try that out and let me know how it goes!

@Mjszemi Welcome to the Fitbit family! Thanks for sharing the experience you have had with this. I'm glad you contacted customer support and that they were able to sort this out for you. I'm sure your experience will be helpful for other users too. 

@Fao82 It's great to see you in the Fitbit forums! Thanks for posting your inquiries here. 

Have you tried the steps I shared above already? If that is not helping then customer support should be able to identify what is happening to your watch. They will also decide a solution to get you back on track. Regarding refunds, I'd recommend taking a look at the warranty here.

@knittinnana Thanks for your reply and for sharing your experience and feedback on this thread. 

Keep me posted! 

[Closactive]

Hello! Same problem, the fitbit isnt dead but my screen is. I've had this problem before and reached out to customer support. They sent me a replacement, but, it's now happened again. They wont send me a replacement because its passed the warranty date. I've had my ionic for less than a year and a half and now have to buy a new watch....thanks fitbit

[Fao82]

That is terrible news! I enquired about a refund but apparently you can only do so within 45 days of purchase.
I should have just bought a garmin. A $300-$400 (singapore) watch should last a lifetime or at least 10 years.
Come on fitbit!!

Sent from my iPhone

[LydfordLady]

I hope it’s not a refurb one I get. I don’t think that’s very good at all. 

[Closactive]

Hopefully you have some luck, I think I might be switching to Garmen

[RGibbo]

Mine did the same thing. Only had it for 3 months. 

Nothing will turn it back on.... Soooo disappointed 

[jimaica]

I know how you feel. I depend on my fitbit a lot. One thought and I am sure you already tried. When they say to hold down the appropriate buttons, hold them for longer than they say. Give it a minute if you have to and see what happens. Good luck.

I have about 25 miles to go until I hit 5 million steps since November 2017 and have had only one or two functioning problems.

Moderator edit: personal info removed