Ionic Screen not responding

[TugaB]

I've been an ionic user since January 2018 and noticed my screen isn't responding. However the app on my phone is syncing and i can still track my steps. Read some posts recommending a restart but can't even get the fitbit to do that so it seems it's the screens and buttons not responding. Any suggestions please. 

[SteveH]

That restart procedure is really the only tool we have for addressing problems so if that is not working then it's best to contact customer support. As you will still be within warranty they will usually offer a replacement if they can't resolve the problem: contact.fitbit.com

[MarreFitbit]

Welcome to the Fitbit Community @TugaB! I agree with my friend @SteveH.  

However, while reading your post I just wanted to make sure if you followed these steps to attempt the restart?

• Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
• Let go of the buttons.

Also, I was wondering if when you connect your Fitbit Ionic with the charging cable, do you see anything on the screen? Do you feel any vibration? Are the green lights on the back flashing?

Looking forward to your response! 

[TugaB]

Hi MarreFitbit

The screen didn't come on when i tried to restart.

When i plug the charging cable, nothing comes on screen either, there's no chi eration and no green light comes on.  It's only when i look at my phone app that i know it's fully charged

[TugaB]

Thanks SteveH will go warranty route

[MarreFitbit]

Thanks for confirming the steps you've followed @TugaB!  I've created a case to get you in contact with our Support team about this. They will be able to work with you and review your options. Please keep a lookout in your inbox to the email address associated with this Fitbit Community account. Someone will be in contact with you soon!

[Mike772k]

I have exactly the same problem. I bought in May this year. It was fading in and out this morning and now nothing can be seen. Green light is visible and my app is updated with steps and all. I tried resetting but I can only feel the buzz but nothing is seen. Please help. I'm based in Singapore. Thanks.

[MarkNYC.2]

This happens to my Ionic occasionally. The screen won't come on by pressing the power button. I also notice at this time syncing is unsuccessful.  I believe it's stuck in sleep mode or the batter has run down for some reason. I have been able to get it working by attaching the charger and holding both the right button and bottom left button at the same time until I see the Fitbit logo. 

[DirtySteve111]

Thank you for your info this worked perfectly. I think my screen sensor just froze and all it needed was this basic "control, alt, delete" type restart. Its working 100% again. That was a great wee tip. Cheers for that. 👍😃

[musclesgam]

I had the same problem.  I soft and hard reset the ionic.  Still, didn't work.  Then I cleaned the four side edges thoroughly.  Still, didn't work. Gave up and ordered Charge 5.  BUT I was still using the ionic and did 80 minutes of treadmill and had a shower, wearing the watch like usual.  The work out auto recognization still works.

AND YES!  After drying, I found that the Ionic works again!  I am able to scroll the screens and select options.  

:-X and 😮 and 😛

[AndreaFitbit]

Thanks for getting back to us and for letting us know about your experience with your Fitbit Ionic @musclesgam.

I'm glad to hear that your Ionic works again. Have you already received your Charge 5?

Keep on visiting the forums. 

[musclesgam]

The FitBit Ionic works at times, right after wet clean the four edges of the Ionic.  

I did receive Charge 5 and I was un-impressed with it.  Long story short - I went back to my old Ionic and again, for me to scroll to the side or downward, I have to wet clean the four sides of the front.  

I ordered FitBit Sense...I went with Amazon, because of their quick delivery.  Hopefully, the FitBit Sense's hardware is as new as FitBit.Com's.  That Amazon is not selling old version of FitBit Sense.  🙂

[AndreaFitbit]

Thanks for getting back to us and for letting us know about what happened with your Fitbit Ionic @musclesgam.

Let's see how it goes with your Sense. I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Keep on visiting the forums.