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Fitbit logo on screen

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‎07-05-2020 13:05 - last edited on ‎07-06-2020 16:04 by Fitbit Moderator

‎07-05-2020 13:05 - last edited on ‎07-06-2020 16:04 by Fitbit Moderator

My Brand New Ionic will not reset, turn on or turn off. The Fitbit logo is stuck on the screen and I’ve tried all reset options it won’t even turn off. Please assist 

 

Moderator Edit: Clarified subject

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3 REPLIES 3

‎07-06-2020 16:03

‎07-06-2020 16:03

Hi @599mri, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here. Since the restart process didn't resolve the issue, please follow the next steps to perform a factory reset:

 

  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. 

 

Let me know if the issue persists. 

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‎07-06-2020 16:56

In response to RicardoFitbit

‎07-06-2020 16:56

Thank you!
This didn’t work. We returned the ionic, the Fitbit logo would never go away on the screen, it’s like it was locked? It would not shut down.
We purchased another one and now with this one, I can’t receive text messages?! I receive all notifications, but no text. I have made sure all the all notifications are on.
Can you please help with this new issue. Not having good luck with Fit but thus far.

Sent from my iPhone
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‎07-06-2020 18:19

In response to 599mri

‎07-06-2020 18:19

Thanks for your update and the details that were shared with me @599mri.

 

Your effort troubleshooting your device is appreciated. To further assist you with the notifications issue you're experiencing with your new device, can you please let me know which mobile device are you using? If you haven't already done so, I recommend you to check: How do I get notifications from my phone on my Fitbit device? to see that all the necessary requirements to receive notifications on your Fitbit are correctly configured and to try some troubleshooting steps. 

 

I'll be here if further assistance is needed.

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