Ionic Touchscreen Stops Responding Until Restart

[CFlowers]

Sometime since the last firmware upgrade on December 5th I occasionally have times where the touch screen stops responding on my Ionic.  It still tracks new steps, shows my heart rate, and responds to pressing the 3 buttons but swiping on the screen doesn't bring up notifications, apps, or anything else.  Restarting the Ionic fixes the problem.

Is this somethings others are seeing?  Is it possible to reinstall the same firmware to try to fix this?  Is it maybe one of the new apps and should I remove them?

What do you all think?

[WavyDavey]

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@CFlowers wrote:

Sometime since the last firmware upgrade on December 5th I occasionally have times where the touch screen stops responding on my Ionic.  It still tracks new steps, shows my heart rate, and responds to pressing the 3 buttons but swiping on the screen doesn't bring up notifications, apps, or anything else.  Restarting the Ionic fixes the problem.

Is this somethings others are seeing?  Is it possible to reinstall the same firmware to try to fix this?  Is it maybe one of the new apps and should I remove them?

What do you all think?

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Hi @CFlowers.

Those are good questions. I don't recall reading of touchscreen issues like that.

Have you performed a restart on the tracker (hold side and bottom buttons for 10 sec to logo)?

If that doesn't fix it, I would start removing apps that were installed around the time of the issue starting.

If the problem is still there, after a sync, I might try a Factory Reset (Settings > About). This will reset everything down to the firmware. If there is a firmware update needed later, it'll tell you once the app is set up.

Try those, and let us know if it's working.

[signchick]

Mine did the exact same thing after the update (extremely difficult to swipe). I did the reset today (side and bottom button) and it seems to be working just fine.

Now if I could only figure out how to get my music on it!!!

[hareli20]

The exact thing has happened to me 

[CFlowers · Accepted solution]

I've removed all of the new apps I installed and it seemed to get better.  

The last apps I uninstalled were the calculator and flashlight app.  Maybe one of those are causing the problem.

[MissyVixen]

Can't seem to find the factory reset that was suggested because everything works on my fitbit ionic expect the screen and I've tried resetting it a few times but it's not helping. It's been fine until yesterday after working out and swimming but I've been working out and swimming for over a week and this is the first time it's happened. Don't want to have to take it back to the store cause then it's waiting for them to get stock in. The only thing I did different yesterday when working out and swimming was select the workouts on my watch. Removed the calendar app like suggested but can't remove the calculator one as it says removed next to it so think whoever made it available has taken it away so now it's stuck there. Please someone help me, I love my fitbit and don't really want to give up on it but if this keeps happening I will

[joe3175]

If you go to settings on your watch and scroll to ABOUT, you will find the factory reset option there.

[MissyVixen]

Can't go to settings on my watch as the touchscreen isn't working!!

[signchick]

You tried holding the side and bottom button simultaneously until it restarts?

[MissyVixen]

Yes several times and it restarts but the touchscreen still doesn't work
but everything else does

[Crafty29]

I started experiencing the EXACT same issues this morning. I thought it was a bit strange halfway through my workout I could no longer use the touchscreen. I did a restart and it worked momentarily then stopped working again. I plugged it in once I got home, restarted it, and synced to my fitbit app. At that point it was working and appeared to be downloading something on the watch. So I put it back on and got to work when I the touchscreen stopped again! Hopefully it can be fixed with a firmware patch and its not an actual hardware issue... the only solution then will be to send it in and I would like to avoid that as well. Previously I was a surge owner and went through three defected bands on that bad boy.

[MissyVixen]

I ended up taking it back to the store for a replacement cause no amount of
restarts or syncing it to my phone worked. Hope they sort the problem out
and it doesn't happen again

[Crafty29]

UPDATE: I have posted a snippet from fitbit support transcript on how to perform a factory restart without using the touchscreen. My customer support representative claimed that a factory restore, setup on my fitbit app, and redownload of the most recent firmware update would resolve the problem. Either way, learning how to perform the hard restart is very helpful!

1. On the Ionic, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
2. When the static logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
3. This process may take several seconds, and eventually, the static logo appears and the device boots and displays go to fitbit setup on in your fitbit app.
4. If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the static logo reappears quickly and boots without factory reset.

[PhilA2]

Thanks this worked well for me. What’s the problem? Shouldn’t do this.

[Flaf]

I have the same problem but a quick reset doesn't change anything.

Factory reset .... And how do you go in the settings > about with a screen not responding ?

Unfortunately I couldn't find any info on any official website, manual,...

[Wokeuprunning]

I did this factory reset and set up fitbit again after reset was done. Screen is still not responding. Not sure what else to do. 

[Flaf]

Me neither, after the factory reset the screen is still not responding

[Manyspringers]

Me either

[Manyspringers]

Tried this, get a message, Data not cleared, sync & try again

[Manyspringers]

Have done this several times, not working