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Ionic Frozen Can't change screen to turn off

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‎05-30-2020 02:40 - last edited on ‎06-20-2020 18:52 by Fitbit Moderator

‎05-30-2020 02:40 - last edited on ‎06-20-2020 18:52 by Fitbit Moderator

At 4:22 this morning something happened to my Ionic, I know that because at 0800 when I got up it said it was 4:22, on the main display it was still displaying the graphic for the previous day step count and calorie count; 25% battery level. I tried to sync and it updated to correct time and I charged it to 90% but touching screen did not change display. Top button changes to shortcut, but touching screen doesn't work. I cannot therefore turn it off and on. Tried the soft reset and nothing changed. Any thoughts?

 

Moderator Edit: Formatting

 

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‎06-20-2020 18:56

‎06-20-2020 18:56

@800Freddie A warm welcome to the Community. Thanks for the detailed information shared and the troubleshooting tried prior to posting. 

 

I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email, they will continue assisting you. 

 

I'll be around if you have any additional questions. 

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‎06-20-2020 23:47

‎06-20-2020 23:47

@800Freddie,

Not sure if support have got back to you yet.

Have you pressed and held all 3 buttons for 10 or 15 secs?

Failing that - let the device flatten the battery. This should reset the electronics. Charge it back up when flat. Hopefully draining the battery doesn't cause other issues like the battery not charging. If when you let it drain it comes up with 0%, and won't charge. Holding all 3 buttons as above can work - but apparently may have to be performed whilst 0% is showing on the scree. Not when the screen is blank.

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