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. 

[frankmch]

Yes I got one deleted to where I was inviting users to join me in a crusade
to count how many of us where affected by low quality ionic watches. I just
hope this issue fall down like the one related to defective software from
Apple burning iPhones batteries
--
Francisco 

Moderator edit: Removed personal information 

[BSOD]

I'm working on it. It just isn't my full time job

[AlejandraFitbit]

Hello everyone, thanks for your participation in the Community.

I am sorry for the delay in respond and appreciate all the efforts in trying to fix this turning on issue and the feedback. Thanks for the input @Irishwolf66.

@Feltnervegas and @BSOD, if your Ionic aren't turning on, I recommend restarting the units by following the instructions provided in the help article: How do I restart my Fitbit device?.

@Jmells, @Dugi, @Masteef, @mishmac777, @Tigershark08, @TheresaME, @finnjerman, @frankmch and @SparkySteve, upon checking with our support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

@Roman-A, I've gone ahead and escalated your case to our support team, for them to take a deeper look at this. Please keep an eye on your inbox for further instructions.

For the ones that received a discount and are interested in using it, you can check this page, where you will be able to compare our units, maybe there's one that meet your needs. Also, I suggest taking a look at our warranty policy and Community Guidelines.

Let me know if you need anything else. 

[Masteef]

@AlejandraFitbit - there never was a response or ANY proper recommendations
at a solution, we were just told we could buy a new device....not the
solution any of us was looking for considering our first expensive devices
died just outside of "warranty," in my case just 14 months into ownership.

Fitbit's software upgrade stopped the device from working and now it's just
a paperweight. I'm keeping it only as a constant reminder of the how not to
spend my money in the future and in the event someone can finally step up
from Fitbit and solve our problem.

Sincerely,

Moderator edit: personal info removed

[frankmch]

all my issues were solved by costumer support, thanks.

are you interested knowing how, read my post here:

https://community.fitbit.com/t5/Ionic/Farewell-Fitbit/m-p/3677246#M105814

[Masteef]

@AlejandraFitbit - It's been over a month since I contacted the "support team" and have gotten no other response or ANY proper recommendations. I was just told I could buy a new device at a mediocre discount....not the solution any of us was looking for considering our first expensive devices died conveniently just outside of the "warranty," in my case just 14 months into ownership. 

Fitbit's software upgrade stopped the device from working and now it's just a paperweight. I'm keeping it only as a constant reminder of the how not to spend my money in the future and in the event someone can finally step up from Fitbit and solve our problem. 

[frankmch]

all my issues were solved by costumer support, thanks.

are you interested knowing how, read my post here:



https://community.fitbit.com/t5/Ionic/Farewell-Fitbit/m-p/3677246#M105814

[TheresaME]

I echo Dr. Pagliara's comments almost exactly!

Moderator edit: personal info removed

[Dumac63]

I haven't posted in awhile, I did receive a replacement, although I didn't
get an exact replacement, the orange/blue was on backorder. My Ionic was
only 5 months old so still under warranty my initial contact was to follow
all the reboot/restart tech support advise, even after telling them it was
a black screen no logos, flashing lights etc.
When I finally called I simply asked what the process was for getting a
replacement.
I love my Ionic and my girlfriend has two other Fitbit devices, she really
likes but the Ionic fiasco made both of us weary about Fitbit quality.
She's had an Alta for almost three years without a problem.
Has the quality of the product just fallen off or did we get lucky with the
Alta?

[kegbuna]

To be honest I think it's the Ionic in particular. I'm not sure how its hardware differs from say, the Versa and if that one is having issues, but I don't think Fitbit OS is super stable. 

My charge 2 has been a solid fallback device while I've been through 2 Ionic replacements. I got a member of mine a charge 3 and they've been loving it with no problems for a long while. I think they reached a bit too far to come out with a flagship tracker.

Anyway I'm still in the ecosystem and would rather a competitor like Fitbit stay alive so I'm willing to ride it out as long as my latest ionic lives for a reasonable amount of time. That said, it'd be nice if they gave up reactive m tactics like having a different charger for every single device. It makes no sense

[Bithin]

Bought ionic less than 14 months back on a trip to US. Loved it till yesterday it suddenly died. No resuscitation neither any support. This is a massive failure for such a passionate following. What are the alternatives folks? 

[psxjay]

Same here I'm in the same boat after owning mine since receiving it on Christmas 2017, 18 months ago. Loved my Iconic till it failed yesterday. No updating, nothing just the dreaded black screen while on my wrist. Interesting that a lot have failed about the same time (no conspiracy here, just a coincidence?) But support offering me only a discount to purchase another seems ludicrous to me. Please give me another option. Now that I don't have it I've surprised myself how addicted I was to it. Now a regular watch just won't cut it. I need me an Iconic fix (pun intended). 

[Barbiegirl74]

Mine went out last week. I’m devastated, like many I received it Christmas 2017. I tried resetting it, changed clock face and charging it. nothing. It acts like a phone that got wet, or a computer with a virus.. the sad part is my kids saved up to buy it for me. (With help from their dad) and don’t understand why I’m not wearing it. 

[SteffanieS]

Hello, my Fitbit just turned black. I have tried resetting too. It seems a lot of people are having this problem and have contacted customer support via email. I was wondering if anyone knew what that email was so I can contact them?

[eduardovk]

I have been faced with the same problem/behavior. Now, I am a proud owner of a dead Ionic watch with only 15 months of use (that is, a totally useless one). Moreover, during this period of time, I have faced tons and tons of different problems (like poor gps reception, unstable music transfer, exercise app crashes and so on). So, the conclusion is: "the device has a terrible hw/sw design and an even worst warranty policy"!

[RickJS]

They should be ashamed of selling this junk.

--

Moderator edit: personal info removed

[Crazy42boy]

I’m having this issue as well 18 months into the new Fitbit iconic

[JoBloggs37]

Is the only way to contact customer support through twitter? I do not have an account

[DebbieinWA]

My ionic died overnight. Tried restarting it, tried charging it. Nothing. It was last synced at 6.30pm last night Australia time. 

[mweber6671]

I’m on by 3rd Fitbit watch and I am done.  Having customers to continue to buy new Fitbits’ every 14 to 18 months is not a sustainable business model.   I was offered 40% off on a $169 model and 25% off on my Ionic $250 model.   That’s’ how FitBit supports it’s loyal long-term customers.   I only know my daughters Apple Watch is going 3 years without issue.  Time to look for FitBit exit strategy and I suggest their employees due the same.  July 15, 2015 45.54 a share, Aug 30th 2019 3.09 a share.