Fitbit Ionic won't turn on.

[AngelGW]

I've had my Fitbit for 16 mos. I have loved it, and haven't had a single issue. I don't get it wet, even though you can swim with it, I keep it clean, I have never turned it off, and I let it fully charge. Last night, during a round of storms, I was standing under my porch briefly, there was lightning, but I wasn't struck by it, obviously. And I wasn't in the rain, so it didn't get rained on. I noticed later on, when I was trying to check the time, the ionic was off, couldn't turn it on, the green light is off on the underside, my app says device is not registering. I tried holding down  on the 3 buttons for 30sec, and tried charging it, note-it didn't even register a charge. Any thoughts or ideas? Thank you!! 

[GySgt_Seidell]

Hello @AngelGW and welcome!  I would suggest performing a Factory RESET.  Here is how:  You need to hold ALL three buttons down at the same time and than "AFTER" 12 seconds release the bottom right button.  If you do it properly, you will feel your Ionic vibrate after releasing the bottom right button.  The timing can get tricky, so you may want to attempt this a couple times, if you do NOT succeed on the first try.

Please advise if you need further assistance and thanks!

[AngelGW]

Thank you so much for your help!!

I tried the factory reset procedure, and it sadly didn't work. It's just bazaar that the fitbit has completely quit working. 

[JustinLanyon]

I have exactly the same problem and also can't reset the **ahem** thing

[Anilvet]

Exactly the same problem. 16 months old, full charge and just suddenly stopped working.

Nothing works in turning it on again.

Never getting another!

[JustinLanyon]

This problem is on this forum hundreds of times - I smell a rort 

Not happy FitBit

[Anilvet]

Agree! Looks like 16 months is the lifespan of an expensive watch, with zero interest by Fitbit in solving it.

[JustinLanyon]

So my partners Ionic did the same thing today just 3 days after mine and they were purchased at the same time - coincidence? I think not

[RicardoFitbit]

Hello! I'd like to first give you a warm welcome to our Community @AngelGW @JustinLanyon and @Anilvet. Happy to see you again helping in the Ionic board @GySgt_Seidell.

@AngelGW Thanks for trying to restart your device prior posting and for following the factory reset procedure that was suggested by @GySgt_Seidell. If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. 

@JustinLanyon @Anilvet Can both of you let me know if our restart and the factory reset procedures that were posted above were already tried? If not, please try such steps and keep me posted. Also, take in consideration the help article that was suggested to @AngelGW. The feedback that was shared is appreciated. 

@GySgt_Seidell I appreciate your help providing our factory reset procedure, thanks for always helping our Community users.

Let me know if any of you have additional questions, I'll be here.  

[JustinLanyon]

Hi Ricardo

I like a lot of people on this forum with the same issue have tried to factory reset (multiple times) and all the other trouble shooting suggestions regarding the charging, battery connection etc etc etc and nothing works - the device is dead, will not turn on at and has no power showing to the face or the back of the watch. My partner and I purchased watches in December 2017 (out of warranty) at the same time and her device now has the same issue - which happens to be around the same age as the majority of other people on the forum (14-16 months). The last sync to my Ionic was May 21- 2019 03:59 AM and the device was fully charged, when I got up the next morning the device was dead and my partner is now experiencing the same issue as of today. Surely there is a common problem here with the product and giving your customers a discount to purchase a new device is not an acceptable solution (which has been the case according to many on the forum)

A case number has been assigned to me which is 30433325 hope this helps as I would love to get to the bottom of this

[Anilvet]

Tried everything.

Seems to be a standard issue with the ionic and no responsibility taken by Fitbit too remedy it or offer compensation.

[Jantavyamie]

OMG! I got my December of 2017 as well (Christmas present)! And last night same thing happened to me. I can also see from my app that the battery was charged still yes. Tried these factory resets as well. Just felt stupid trying to hopefully hold down buttons. Sadly maybe we got a bad batch? I have the flyer ear buds, and had a blaze before the ionic. I am SO sad. Going to try to contact customer service tomorrow morning. 

[RicardoFitbit]

Hello guys! Welcome to our Community Forums @Jantavyamie. I'm happy to see you again participating in our forums @JustinLanyon. Also, thanks for your reply @Anilvet, it's a please to continue assisting, my apologies for the delayed reply.

I'd like to let you know that our Support team advised me that they're already provided all of you with assistance regarding the difficulties that are being experienced with your Ionic devices. That said, I recommend you guys to periodically check your emails for any updates from them. If more information is required about their replies, please contact them back for more details. The feedback that was submitted on your posts are appreciated, such information always help us to improve.

In the meantime, let me know if I can do anything else for any of you. 

[Anilvet]

I appreciate your taking an interest but for the sake of accuracy I want to be clear that:

- the support team offered no concrete or actionable help at all.

- if your warrant of a year is over, that's it, you're done.

- aside from pointing me back to the web site where I could purchase another Fitbit there was no help, no support, no compensation and no thought of standing behind a product that has a known fault.

My advice: never buy anything from Fitbit. Ever.

[JustinLanyon]

I am waiting for a response to the fact that both devices that were purchased at exactly the same time stopped working a couple of days apart and I will update once I have it. 

[RizzBrad]

Same thing happened to me, had it for under 12 months, around 10 months - the ionic is completely dead. Have tried all the usual factory reset troubleshoots and carefully cleaned the advised areas, still completely dead.

This should be reported on a bigger scale to stop people buying this device. End of the day, a device of this cost shouldn’t be dying so soon after purchase, it’s just not good enough to get a voucher. 

Ill be returning this device and refusing another one. Waste of time and money.

Moderator edit: Format

[Hold_Dan]

I have had my Ionic for 13 months and yesterday it just powered off.  It was fully charged and updated with the latest software.  I have tried all the recommendations in the blogs but nothing has worked.  Its a real shame as it had been a great device for the last year.  

[RicardoFitbit]

Hi again, welcome aboard @RizzBrad and @Hold_Dan. Thanks for your replies and updates @Anilvet @JustinLanyon, I'm happy to continue providing assistance.  

@JustinLanyon Since our Customer Support team is already working with you and your Ionic device, I recommend you to contact them back if you have any additional questions about the resolution that was given, I'm sure that they'll provide you with more information and details about your concern.

@Anilvet I appreciate your reply and all the details that were shared with us regarding the assistance that was provided by our Support team, your feedback is greatly appreciated because it help us to improve our products and services. Don't hesitate to contact me back if you need anything else, your patience is appreciated.

@RizzBrad Thanks for troubleshooting this matter prior bringing it to my attention, your effort and patience are appreciated. I'd like to contact our Support team to continue providing you with assistance regarding this situation, however, since you stated that your device will be returned, can you please let me know if I can contact them for you? I'll be waiting for your reply.

@Hold_Dan Thank you for trying some troubleshooting steps prior posting. I'd like to let you know that I've contacted our Support team on your behalf to receive further assistance with this situation. That said, please keep an eye to your email for their contact, they'll be in touch with you soon. Let me know if you have any additional in the meantime.

I'll be here.

[JustinLanyon]

Thanks Ricardo

Fitbit agreed to replace my Ionic tracker and it is being delivered as we speak thank you.

My partner is now going through all the same processes, hopefully in an effort to achieve the same outcome. It took a bit of work but in the end Fitbit has backed it's product and replaced it at no charge - however there was no explanation provided as to why the issue occurred and why the same issue has happened to so many? 

I am happy with the result thank you 

[RicardoFitbit]

You're welcome @JustinLanyon thanks for your reply and update.

I'm glad to know tha tour Customer Support team already provided you with assistance regarding your Ionic devices based on our warranty policies. I recommend you to contact them back for more information and details about the resolution that was given for your situation if you have additional questions. Don't hesitate to contact me back if you need anything else.

I'll be around.