Ionic Touchscreen / Altimeter not working

[HigSR]

After the recent update my Ionic has not had a functioning screen, or altimeter (so no floor counts). At first the buttons were still operational, but could not control activities or alarms due to the screen, these too now refuse to work.

I have reviewed the many questions and answers, tried all of the options, restarted repeatedly, factory reset, allow to drain fully then recharge. 

The basic function (a watch) still boots up, but no other controllable functions.

It does seem to pick up background activity, so recording a run etc can be done, but I cannot control what info I have ie Pace, distance etc.

This is infuriating as an update should, presumably, make things work better.

Can another upgrade be sent out?

Is there anyway out of this hole?

Moderator Edit: Clarified subject

[SilviaFitbit]

@HigSR Welcome back to the Fitbit Community. Thanks for getting in touch about this. 

I appreciate the research and troubleshooting done prior to posting. I'll be glad to help you sort this out. 

Since you've tried the recommended procedure but your Ionic is still not working. I've shared your post with our Support team and someone will contact you as soon as possible. Keep in mind that due to recent events affecting our operations we may take a bit longer to get back to you. 

There are no new firmware updates available at the moment. 

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

[HigSR]

New Ionic arrived yesterday and working fine.

thank you for prompt assistance.

I still feel it shouldn’t be necessary and maintain that the buttons would be far better to use to control starting an activity especially under winter clothing etc

I will be very reluctant to apply any future update.

[ambrown]

Hi Silvia,

I just got my brand new Fitbit Ionic last Friday and I have had the screen freeze 3 times on me today. It works as the other user stated but when you try and interact with the screen it doesnt respond. I have done the same as the previous user in regards to reboots, factory reset etc. but it still ends up freezing for now reason at all. I have only had the watch 5 days and it has never fallen or been in water etc. so I am not sure what is causing it. I have had a charge 2 and 3 before this and never had any issues. Can you please help.

Thank you,

Andrew

[SilviaFitbit]

@HigSR Thank you for getting back. I'm glad to hear that you received your new Ionic, if there's a new firmware update in the future you should receive the prompt in the Fitbit app. 

@ambrown Welcome to the Fitbit Community! Thank you for letting me know what you're experiencing with your Ionic. I appreciate that you mentioned your Ionic has never fallen or been in water. 

Thanks for the troubleshooting tried. I would like you to restart your Ionic and change the clock face it currently has, after this let me know the result. 

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

[ambrown]

Hi Silvia,
I did that and also did a factory restart and none of it worked. I got on
to Fitbit live chat with customer support and they went through a few other
steps but still nothing worked. They recommended to ship the watch back in
order to get a replacement.

Thank you,
Andrew

[SilviaFitbit]

@ambrown Thank you for getting back. I'm glad to hear that after some troubleshooting our team recommended to ship the Ionic back and then receive a replacement. 

Feel free to post back if you have any additional questions.