Ionic Suddenly Stopped working

[Hillc73]

My ionic has been awesome until today!!!!!! It has suddenly stopped working.  The screen is blank, the battery status prior to this was at 97%.

what is the deal?  Not sure how to fix this, help.

[YojanaFitbit]

A warm welcome to the Fitbit Community @Hillc73. Glad to hear that you've been enjoying your Fitbit Ionic. 

Thanks for reporting the current issues you're having with your device, I'll be more than glad to give you a hand with this.

I'd suggest to clean the contacts of your Ionic. These contacts can become obstructed by microscopic dirt or debris that prevents them from making a good connection to the charger. Use a toothpick or toothbrush to clean the charging contacts, do not scrape them with anything metal because this may damage the plating and result in corrosion. 

Please try to restart your Ionic. We recommend plugging your charging cable into a USB port on your computer or other low-energy device. If necessary, you can use a UL-certified USB wall charger. Don't use a USB hub or battery pack to charge, and only use the charging cable that came with your tracker. 

Please take a look of these recommendations to charge your Fitbit too.

Let's give it a try and please keep me posted. 

[Hillc73]

This is not a charging issue, The device just stopped working. I looked at the device to check the time and noted that the battery was at 97%……….I have cleaned the contacts, both on the device and the charging cable with a old toothbrush, connected the charging cable to my laptop and attached it to my ionic. It has been charging for the last 8 hours and still nothing……..

Sent from Windows Mail

[RicardoFitbit]

Hello again @Hillc73, thanks for your reply and update. My apologies for the delay in responding.

Your effort and patience troubleshooting your Ionic device with us is appreciated. I want to suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please follow the next steps:

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. 

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. 

I'll be here if you need further assistance. Keep me posted.

[Hillc73]

None of your recommendations have worked to fix my Fitbit ionic. I am so disappointed at what has occurred with this device. This device should not have just shut down and quick working. It was charged at 97% when the failure occurred.

[RicardoFitbit]

Thanks for your reply and update @Hillc73. Sorry for the delay in responding your post.

I appreciate your patience troubleshooting your device with the instructions that were shared in my previous post, I agree with you, your device should not have just stop responding since this is not the way we designed it. Therefore, I'd like to let you know that I've created a ticket for you to receive further assistance directly from our Customer Support team. That said, please keep an eye to your email inbox, they'll be in touch with you soon.

In the meantime they assist you, let me know if you have any additional questions.