Ionic Black Screen and Will Not Start Up

[OferGrosz]

It seems to be a lot of people with the same problem as of recent. My Ionic quit receiving notifications and then at midnight it would erase the previous day stats from my phone app (It said it was syncing) and I started to look back at the app and the last saved date was 02/05. I also seen there was an automatic update on 02/04. Customer Service says that is not the problem, But my watch was working fine up to that point. I decided to uninstall everything from the phone and factory reset the Ionic and everything was going fine and halfway through the install the watch shut off and that is when my Ionic died. Have not been able to reset/start it since then. Called Customer Service and the person could see I tried everything they would suggest to fix it. So the only option was to offer me 40% off with FREE expedited shipping. I decided to think about it and I went to Best Buy and low and behold They have sold a ton of Galaxy Watches to People like me (YES, I am wearing one right now) due to this recent problem. I have up to 30 days to return it if I dont like it. But so far that does not be the case. Fitbit has not convinced me that this is not a software update issue that caused this. The coincidence of so many other people having the same problem in the same time range......Well enough said. My Galaxy Watch tells me to go for a walk. 

[MarkH68]

I'll give it a go tomorrow evening, cheers

[mueller623]

Seems that Fitbit is only offering discounts.  And I don't know if they monitor the forums or if they just don't care about their customers...

[geekatcmu]

Same boat.  Last sync was a 9:13 AM, since then my phone has been unable to contact it.  At 9:13, though, the batter was full and the firmware version was 27.33.1.30.

[CharlieEth]

Absolutely 👍

Sent from my iPhone

[CharlieEth]

I’m in the same boat .....
Shame no-one from FitBit has anything to add.....??
Great product, but clearly there are major issues over its longevity - absolutely not acceptable for the price, or at a time when the world needs to come to terms with less waste etc

Sent from my iPhone

[New_Jen]

This just happened to me this morning. My watch was at 32% so I put it in the charger for a bit before work. I was in a rush and can’t remember if I noticed anything unual when I put it on my wrist. 

I got to work and noticed the screen is blank at 9:20 am and I couldn’t see anything. I tried a reset and tried to sync. The reset didn’t work but the watch synced, and showed steps taken between 9 & 9:15 which is when I was walking into my building. Now it won’t sync at all. I’m not going to be home until 6 pm so I have no access to my charger until then. I haven’t updated the watch or the app recently. Would love to know what the problem is; can’t be a coincidence that all these watches are dying at the same time. I received mine for Christmas in 2017, so it has been 16 months of use for me.

[Pagey1966]

The same problem here, stopped working during a running session on the treadmill, but seemed to be ok when restarted the exercise session.However, later this evening it just went blank and felt very hot on my wrist. It had been charged earlier today, so battery charge wasn't the issue. Very disappointed to see that this seems to be a common issue for so many fitbit users.

Emailed customer support and waiting for the reply.

[RickJS]

If it's over a year old they will offer you 25% to 40% off of your next
purchase. Just a crappy product.

--

Moderator edit: personal info removed

[iKermit]

My Ionic stopped working suddenly - weirdly, it was in response to the Bitmoji watchface email I received so I tried to install it and it wouldn't sync... followed all the steps to install it and it wouldn't work - so I followed all the steps on how to make it sync...

...then it just died... black screen, followed the instructions of pressing all three buttons for 30 seconds (tried pressing for up to 2 minutes) 10+ times and no response - no logos, no vibration with or without plugging it in...

have had it for 15 months and 22 days

[SilviaFitbit]

Hey everyone! Thanks for participating in the forums and sharing your experience with Ionic. I apologize for the delay in the reply. 

It's great to see you around @Nsabato1234 and @geekatcmu. Thanks for letting me know that you've contacted our Support team. Each case is reviewed individually and the option that's provided is based in the Fitbit Warranty. 

Hey there @mueller623. Moderators are always helping users around the forums. I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

Welcome to the Community @skeating17. Thanks for the details that you mentioned. I would like you to confirm that you've restarted your Ionic and make sure you've fully charged it but this time change USB ports. If this still doesn't work, I can create a case on your behalf with my team. 

Hey there @CharlieEth. Thanks for the troubleshooting that you've tried. I've shared your case with our Support team, they will continue assisting you on this. 

Welcome to the Community @Bren123. Thanks for the details mentioned, I'm glad to hear that you contacted our Support team. When you send them an email, you should receive an automated response letting you know that you already contacted them, please double check your inbox. 

Great to see you around @MickeyDaMixta, @GeneratdAnomaly, @MarkH68 and @New_Jen. Your feedback is appreciated.  I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

Welcome to the Community @Mummyb. Thanks for the details that you've mentioned. Moderators are always reviewing the thread and providing assistance whenever it's needed. I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

Thanks for stopping by @Leomac and @ashleyjblair . Each case is reviewed individually and the option that's provided is based in the Fitbit Warranty. 

Hey @Irishwolf66. Thanks for participating in the forums and the troubleshooting that you performed in order to fix the issue that you were experiencing. Your feedback is appreciated, we're always working to improve our watches and provide you with features that can help you reaching your exercise goals. 

Welcome to the Community @Pagey1966 and @iKermit. Thanks for the details that you've mentioned. I'm glad to hear that you've contacted our Support team, they will continue assisting you on this matter. 

I'll be around if you need further assistance. 

[Pagey1966]

Hi Silvia, thanks for your reply and acknowledgement of the problem we are getting. Unfortunately since emailing on 1st May I have received nothing from the support team apart from the automated reply which stated it could be 2 days before I had a reply.. No response means frustrated customers. I would have thought the support team would have wanted more details, serial number, software version, etc, so that they could start a proper investigation. Alas, nothing apart from your mail. This is now my 4th day without my fitbit and as I will be on holiday from tomorrow for a week it will be 2 weeks before I get a replacement. If you really want to keep your customers, can I suggest things improve with the customer support team.Kind regards, Pagey1966Sent from my Samsung Galaxy smartphone.

[mazbo]

Hi Sylvia... my 5 month old Ionic also has the black screen of death. I've submitted an email to the support group and hopefully this will get resolved in a timely fashion but after reading all the posts i have my doubts. 

Please prove me wrong.

Thanks.

Mazbo

[MarkH68]

I have been offered a replacement or 50% off something new, taken the replacement option for now, we'll see how it fares when it arrives

[Willar]

I am having the same problem. Around 5pm May 4th my Fitbit stopped working. My phone indicates that the Fitbit ironic is charged but all I get is a black screen. It appears to be some sort of soft wear problem. Nothing is working right now. I have an apple phone and if I cannot get this to work I may purchase an Apple Watch. This ironic was just as expensive as the Apple Watch. I now feel that maybe I should have purchased the apple. 

[SilviaFitbit]

Hey everyone! Thanks for participating in the forums, I apologize for the delay in my reply. 

Thanks for getting back @Pagey1966. Sorry for the delay in my reply. I've noticed that you already have a case with our Support team and the last interaction was from today, please continue the communication through email, they will be assisting you. 

Welcome to the Community @mazbo. The estimated time to reply is 2 days and each case is reviewed individually, the option that they will provide is based in the Fitbit Warranty. 

Thanks for sharing your experience with our Support team @MarkH68. 

Welcome to the Community @Willar. Sorry to hear about the inconvenience that you're experiencing. Your Ionic needs to sync to your account to update the information. I would like you to confirm that you've tried restarting your watch. 

I'll be around if you need further assistance. 

[CharlieEth]

I still haven't heard from the support team .....☹️


Sent from my iPhone

[MarkH68]

Took them a couple of days to get back to me, if you haven't heard I'd
message them again

[SilviaFitbit]

Thanks for getting back @CharlieEth. They should reply to you soon, if they don't please let me know and I can follow up on that. 

Thanks for your input @MarkH68. 

Catch you later! 

[CapeGreco]

My ionic also failed last evening only had it 17 months how is it that so many devices fail not long after warranty expires. I have 3 different devices form Fitbit over the last few years and all have failed  just after warranty expires. Have tried resetting this device but nothing happens. Fitbit need to sort out their quality issue. Will be switching to a more reliable device in the future. 

[Willar]

I spoke with someone and they are going to sent me a replacement ionic because mine was still under warranty

Thanks.

Willar.

Sent from my iPhone