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. 

[ionic-jo]

But agree something not right with the Ionic Fit-bit, and no one from Fit-bit is willing to say whats wrong, and that in its self doesn't help us.

Moderator edit: Word choice 

[Jmells]

Hello everyone,

Has anyone been able to get this resolved?  My watch died this morning and like others it is 13 months old.  Has anyone posted reviews on Amazon to warn other shoppers.  This is a LOT of money to shell out for a year of use.  I reached out to the tech community and I am awaiting their response.

[SparkySteve]

I have been trying to get some kind of customer service for months, after my most recent and 4th attempt, I made zero traction, Fitbit is refusing to admit that there is any issue with the ionic and they are refusing to give me anything more than a 25% discount.

I can deal with sub-par products, it happens to many companies when they release new products, but when they refuse to admit there is an issues and they refuse to provide the service to make it right, that’s where they loose my support.

I bit the bullet and bought a S4 Apple Watch and still have 3 Fitbit products however once they run their lifecycle I will most likely be switching manufacturers for those as well...UNLESS FitBit decides to help out those customers who are effected by this ionic fiasco!

Wonder if there is any correlation between this and the fact that FitBit stock is down 35% since April?

Sent from my iPhone

[Irishwolf66]

Yes, posted a review on Amazon for the Ionic, and on Yelp for Fitbit HQ in San Francisco.

[Dugi]

Same here, Ionic just died for no reason while it was at 50% battery life. I contacted Fitbit support and they gave me an ultimatum. Take your 25% discount for other Fitbit products or 40% for another defective Ionic. I have 30 days to decide they say. 

I asked if Fitbit was aware of the Ionic issues that they are constantly receiving and of course, I received a scripted answer. I'm sure there are more than a "few" reports. Time for me to move on from Fitbit as well. 

Laura: We have receive a few reports about this and all of this allows us to keep working with our Fitbit devices. We always ensure all the troubleshooting steps are done before reviewing warranty options when this type of issues are presented.

Laura: Is there anything else I can assist you with or any other concern/feedback you'd like to share?Me: If you go to Fitbit forums now, there are multiple reports of this same issue and not just a few.

Laura: Thank you for letting me know that, our forums are the best way our customers can share their feedback and experience and its where our team check to keep working with features and products.

[Masteef]

Mine did the exact same thing this week and I'm so annoyed with the fitbit response.

Moderator edit: Word choice

[mishmac777]

I too have just encountered this problem and found this post when looking for answers.

Screen gone blank for no apparent reason & will not restart.

Fitbit suggestion to go to settings and restart the device is just plain stupid! I cant access the setting on the device as I cant turn it on!!

[Tigershark08]

The same thing happened with my Ionic.  It randomly went dark and is not responding to any of the tips I found online.  Fitbit support was useless.  This is my second Ionic as the first one was replaced last August under warranty.  Apparently the warranty didn’t reset even though they sent me a new one less than a year ago.  They offered me a discount on a new one but I am done with Fitbit.   I have been really disappointed with the reliability of this product and the lack of acknowledgement from Fitbit that they have a problem.

[mishmac777]

Its dissapointing isnt it?

Yes, sometimes things go wrong, but you expect support, and respect for the money you have  spent and the  trust youve invested in their product!

Im now not feeling very optimistic about any help from fitbit.

N ow....should i start on my flyer?

I dont even use them anymore. .impossible to pair!

[TheresaME]

Agree strongly that Fitbit needs to do a recall of the Ionic! Mine is just out of warranty. Would never buy another as it is apparent that it's money wasted when there are other competitors out there. I tried all the recommendations, including resetting and cleaning, but nothing. The HR flashes green and it will vibrate once, so it is not dead completely, just useless if the screen will not work. Find the support responses almost insulting on this issue; what they should be posting is detailed info on what Fitbit is doing to fix this problem and how that will positively affect the customers with defective Fitbits. The offer to buy another rather than recall is going to be a kiss of death to this product and perhaps a fatal blow to the company if the competitors can demonstrate better longevity.

[finnjerman]

Not sure if I have the same issue. In my case the Screen is black and still counts steps as I can see from my phone. I can reset it and feel the vibration but no logo. The screen appears to get lighter at times, but never a logo, or any display. Support had me change clock faces, reset and nothing worked. Of course I have had it for 13 months so they offered me the standard 40% for a new one. Hmmmm. Are we all in the same boat or are these variation.

I was thinking of letting the battery die and then trying to start it, but that will take several days. Anyone try that?

[Masteef]

I've heard a couple people tried the battery run out method and it didn't
work... Yeah I think we're all in the same boat. Terrible

[Roman-A]

My Fitbit has had a black scrren for over 3 months now. I waited several
dayss for the battery to die and tried recharge it many times are there has
still been no change.

[SunsetRunner]

Buy a different manufacturer and model. I did and I got a watch that worked and more functions. 46 mm Galaxy.

[frankmch]

Today I had absolutely the same problem this is definitely a glitch with their software but they won’t admit it. They offered me the same discount to buy another ionic. I’m going to do the same thing you did and talk about this issue to all the people I can. This is Unethical from divot that they sell disposable watches at the cost they are. 

[SunsetRunner]

I don’t think it is a software issue. I believe it is a hardware issue.
Software can be reinstalled and it would fix the problem.

[Feltnervegas]

I am in!

[mishmac777]

Which shows they read here & know our issues.

Pity they cant offer realistic solutions!

Moderator edit: Word choice

[Feltnervegas]

They will be forced to listen to us eventually!

[SunsetRunner]

They know full well what the ionIc’s problem is. They know better than we do as they have the numbers of watches made vs the numbers complained of/failed. It’s no big deal. Just take your business elsewhere. I did and I have a working watch that I like as my Ionic.

Moderator edit: Word choice