Fitbit logo on screen

[RuiRibeiro]

Hi everyone,

My wife's ionic was completely discharged.

After it has charged again, ionic is always on the home screen (logo).

I've tried several ways to reset, as per community topics, but none worked.

Thanks

Moderator edit: Subject for clarity 

[SunsetRunner · Accepted solution]

Try this Restart and do it several times if necessary.  If that doesn't work, contact Customer Support.

[RicardoFitbit]

Hi @RuiRibeiro, welcome to the Community Forums!

Thanks for bringing this to my attention and for troubleshooting your device with a restart process prior to posting. If you continue experiencing difficulties after restarting the device several times as our friend @SunsetRunner suggested, you can try the below steps to perform a factory reset on your 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.

Keep me posted and let me know if you have any additional questions. 

[RuiRibeiro]

Hi, thank you for the answer.

Unfortunately, the step 3 (device vibration) don't occurs 😞

What can I try?

[RicardoFitbit]

You're welcome @RuiRibeiro, sorry for the delayed reply.

I appreciate your update and your patience troubleshooting this situation with me. Since the factory reset process was tried with no avail, I'd like to let you know that our Support team was contacted on your behalf to provide you with further assistance to get you back on track. That said, please keep an eye to your email inbox because they'll be in touch with you soon. 

Don't hesitate to contact me back if you need anything else in the meantime.