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. 

[chris-bit]

Mine has alway had problem syncing on Bluetooth (almost for 2 yr) on iPhone and Android. It takes hours to find the right time to sync... After I connected to WiFi it seems it is able to sync better. I am on firmware 27.32.10.20 - I was about to update it but It failed. It looks like that I should leave it as it is... 

[chris-bit]

Btw... regarding the black screen.If it runs out of battery it can get a black screen. You need to charge it and it may not charge. When it happened to me, I had to clean the contact on the watch and on the cable with a clean cloth and attach and disconnect the cable a few times before the 0% came up. Then it started charging.

[Cdhat]

Thanks for the info. It was full battery last night when I took it off for the night. Woke up and put it on like normal. I went to check the time about an hour later and the screen was black and no function whatsoever. My phone can't find it either. Tried resetting using the left and lower buttons but nada...

[Cdhat]

As long as I get a working one again. $300 for a watch was a leap for me. Bought my wife one too, now wondering if I got swindled out of $600.

[Cdhat]

Update: called FitBut customer service and went through the troubleshooting process. Didn't work and my watch is still under the year warranty so they offered a deal through email. 50% off new watch or replacement. Chose the replacement and all I had to do was fill out an online form and submit it. No need to send anything in, was told to hold on to all accessories as they are sending the "pebble only" (watch body). There is a 2 year warranty available for purchase, but only at the initial purchase time from Fitbit. So, no extended warranty. Hopefully this watch will last as long as my old Surge has. I've  had it since it came out and it still works. Passed that one on to a family member.

[Harvey11]

Doesn't seem quite right.

[RickJS]

I did find a place online that said they would fix it. They said it sounded like a main board issue. I thought it was too pricey. I found a used one online ebay with a broken screen. I bought that and put my screen on it. I'm back up and running for now. Saving for an Apple watch!!!

[RicardoFitbit]

Hello again, it's a pleasure to continue providing assistance, I'd like to apologize for the delay in responding. Welcome to our Community Forums @flawalker @dglakeside @BSOD @Will_C @Harvey11 @Cdhat. I'm happy to see you again participating  @Roman-A @SunsetRunner @BigBlue76 @adosso93 @SunsetRunner @chris-bit @RickJS 

To everyone who's experiencing this, I'd like to recommend some troubleshooting steps to resolve this behavior. That said, I recommend to first check the steps from our help article: Why isn't my battery charging on my Fitbit device? and then try the last step which is a restart. If after trying these steps your Ionic device is still unresponsive, please follow the next steps to perform a factory reset procedure:

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.
6. 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.

If by any chance this troubleshooting steps doesn't resolve your concern, I recommend to contact our Customer Support team to receive further assistance directly with them. Please note that, if applicable, our Support team will move forward to determine the eligibility based on our warranty policies, please check our policies for a better understanding of their resolution for the ones who already contacted them regarding this situation. 

I'd like to share with you guys that Fitbit is always striving to improve our products and services, therefore, the feedback that was submitted is appreciated because this information help us to evaluate our procedures. 

Don't hesitate to contact me back if you have any additional questions. 

[SunsetRunner]

My Fitbit screen is black - I do NOT have a Fitbit icon to reset with - my Fitbit does not charge.

Info is not going to do me and most of the other people having problems. Also support has already told me to do the same steps as you just recommended.

[mueller623]

That's really great, but Fitbit should have posted this information 6
months ago. Myself and many, many others have left the Fitbit platform and
are using other services.

[SunsetRunner]

Exactly!!! I found the best way to fix my fitbit ionic problem was to buy a different watch made by another company. My new watch works perfectly and has more capabilities.

[SunsetRunner]

I did the same after being a loyal Fitbit fan for many years!

[BigBlue76]

@RicardoFitbit Your reply is the technically correct party line from Fitbit. Points toward Employee of the Month.

However, the facts are being ignored that;

1) Multiple Ionics are failing

2) Party line reset procedures aren’t working

3) Customer Service has no additional information or solutions 

4) Remedies of discounts are widely viewed as insufficient 

5) Customers are leaving as Fitbit’s stock price plummets

Time to earn the Ostrich Badge by getting Fitbit’s head out of the. Sand

[SunsetRunner]

I don’t think they care - they have are money and already took it to the bank!

[Dumac63]

I keep getting troubleshooting tips to look for logos, flashing lights
etc., etc., etc., do you people read the traffic? I, and most of us
apparently, have a black screen, translation for my device anyway, I can
see nothing so waiting for the logo to disappear isn't a good first step.
Please come up with a real fix or refund my money?

[Jennyfx]

They won't replace out $380. Watches they dont care. 

[Jennyfx]

I can't believe the made a cheap product that does after 2 yrs for that outrageous  price. It's a **ahem** car payment. 

[Feltnervegas]

Mine died as well. Wife's died a couple months ago. What to do?

[Jennyfx]

You sure did! As all of us have. The product should not at all go out for some many people who have spent  over $360. In two little years this is horrible!! And a rip off. 

[tamparider06]

Your best weapon is social media. Spread the word.