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.

[SilviaFitbit]

Hey Everyone! 

Thank you so much for every detail you've mentioned and the troubleshoot you've tried. I just wanted to clarify that Fitbit isn't doing any recall for this product, based on your feedback our engineers are continuously working to resolve any issue that you might be experiencing. This is why there are new firmware updates that solve any past issues but sometimes there are also improvements or new features added to the watch. 

If you're still having any inconvenient with the display, I would like you to restart it and make sure you're properly charging it. There's also this procedure that worked for @Overalt you can try it out. 

Hey @Kayland. I've shared your post with our Customer Support, check your inbox for more instructions. 

@Fit_freak, I've shared your post with our Support team and they've mentioned you already have a case with them. Please continue the communication via email, so they can provide you with a solution. 

I'll be around. Catch you later. 

[Fit_freak]

Great to know you guys are proactive! Thank you so much! I did get a notice to send my watch back to Fitbit. It stinks because my company measures our steps.

[knittinnana]

My screen is on, but my Ionic won't sync to any device so any firmware updates won't do me any good. This is a replacement watch because the first one did the same thing. I have reset and factory reset both the watch and the phone, uninstalled and reinstalled the app and removed all of my older fitbit devices from the app. 

I'm reluctant to contact Customer Service and spend yet another week repeating the same resets with multiple departments to no avail. 

[Fit_freak]

How did you do factory reset on the ionic?

[knittinnana]

I used the 3 buttons on the watch the first time and reset it through settings the second time.

Sent with Chuck for iOS
http://chuck.email/d

[mafollybeach]

It didn't work.   Had to send mine in to fitbit

Moderator edit: personal info removed

[JaniceR]

This worked for me. I'm not sure why it went off in the first place as I just charged it yesterday, but the screen is now coming back so I'm happy.

[Lisadell]

My Ionic just died. I have tried everything to bring it back to life and nothing. I called Fitbit and made them a video of what I did. Very disappointed I have only had it 7 months. I am hoping they will replace it. Anyone know if Best Buy will exchange it? 

[Etheshuffler]

I bought mine directly from Fitbit so don't know about replacing at a store. After too much discussion - and doing the video to "prove" it was dead I sent mine back to Fitbit and after a couple weeks it was replaced. No problems with the replaced unit, yet...

[Lisadell]

Thanks I sure hope it gets replaced. I really like the Ionic. I missed it on my run this morning.

Moderator edit: personal info removed

[Etheshuffler]

Good luck with the replacement; the Ionic's great when it works. It keeps almost faultless track of my swim laps, which I tend to forget.

[Dramagina76]

I got mine in November 2017 within a month I got the black screen and from then on it kept happening about once a month.  I freaked out and researched how to fix it, holding down the 3 buttons for a hard reset, that didn't work.  I found that hooking it back up to the charging cable did work.  Give it a few minutes and the fit bit icon will appear. I could live with that but lately my watch has been doing it every other day and I don't carry around my charging cable, I was irritated.  I contacted fit bit on Sunday and told them my problem, I had already hooked it up to my cable and got it working, so there was pretty much nothing they could do. Well two days later I got the black screen of death (that's what I call it) I contacted them again, I made the video and sent it.  They said they'llsend a replacement as soon as I send mine back,  They provided the shipping label.  I haven't had a chance to send it,  been too busy.  I'm just disappointed we pay a lot of money for a product that doesn't function properly.  I'll keep you posted on the return process.  

I do have to say I was impressed with how quickly they responded to my emails.  

[ARWoodworking]

Thanks that worked. But  why did turn off 

[44EDDIE44]

Thanks! it worked. 

[71golfer]

thank you for the information - didn't have to go to Factory Reset

[NixNox]

I contacted support via chat, and they're replacing my ionic. We tried everything .it would not turn back on at all. 

[carrowred]

Having same problem reset  but still black screen. Can get it to come if hold for more than a second  but movement is very slow. Need to tap several times before moves onto next information.  The sync is oh so slow with phone. 

[Lisadell]

I sent mine back 2 weeks ago due to the black screen. I have yet to receive it.

Moderator edit: personal info removed

[carrowred]

Thanks. my phone it keeps resetting to zero steps then eventually displays them again. Ahhh so frustrating. Its a bit like my exercise- stop, start, stop stop start.

[Kmoyer13]

I replaced my own with an Apple Watch. Best decision ever

Sent from my iPhone