Ionic back botton stopped working

[Shauny76]

Hi team, At first my back button stopped working last week within minutes notifications started popping up randomly with no control.

I charged my device no change, hard reset no change, Factory reset no change, cleaned buttons no change.

I have read posts with simular issues doesn't seem to be an easy fix?

I can get back to my home screen from an app by holding left and lower right for three seconds , bit inconvenient, but cannot stop the notifications or clear when on screen.

As for using compressed air if there is any debris jamming the buttons whats stopping them from entering the internals?

Any assistance would be appreciated, love the product best fitness device I have owned.

Regards 

Shaun

[SunsetRunner · Accepted solution]

Contact Customer Support.

[Shauny76]

Within a few minutes of posting my question I had a reply.

Live chatted for five minutes solution was replacement

within 10 minutes I now have a replacement watch, simple and easy great support, asked and confirmed issues, very happy wit the support.

[jess1971]

This happens from water damage.  Most likely the part of the circuit board that powers the button is fried. Typically the screen will fail around the same time if not first. Good luck and hope it's not past the 12 month warranty or they will ask you to purchase another Ionic at a discount. LOL

[jess1971]

Let me ask you an honest question. Say your next watch last 4 months and is outside the 12 month warranty that it applied to your first one.  Would you find it acceptable if they ask you to purchase a new watch because your at 13 months? The reason I ask is this is what is happening to most people on this forum. The damage your watch incurred is most likely from water damage and it's very possible to happen to your new one within a few months since the design is faulty.

All I'm saying is be prepared to deal with this at some point unfortunately. I had two watches that barely made it a year.

[SunsetRunner]

Thank you, Shauny, for letting us know about the favorable outcome.

[BLaverty]

I am having this exact issue with the back button.  I’ve tried all the troubleshooting tips and nothing works.  I think the back button has shorted out.  I was swimming in the ocean the other day and the issue started immediately afterwards.    It’s my first time swimming with it - very disappointed!  I love my Ionic so I hope there is a fix.  Can you help?

[SilviaFitbit]

Welcome to the Community @BLaverty. Thanks for the details mentioned. I appreciate the troubleshooting tried. 

Sorry to hear you're experiencing this. I've shared your post with our Support team and they mentioned that you already have a case with them, please continue the communication through email. 

I'll be around if you need further assistance. 

[Shauny76]

Hi, sorry to hear you are experiencing back button trouble, as far as I am aware there is no fix, replacement is the only option.

I hope you are within the warranty period.

My assumption is the button seal allows water inside if depressed when in water, ie swimming 

Fitbit need to advise not to use buttons when in water, this not not just a fitbit issue I had a similar failure with Garmin.

Regards 

Shauny76

[BLaverty]

Thank you for the reply.  I have communicated with Fitbit customer service.  I am getting a replacement at a discounted rate.  Using my old Surge until my new Ionic comes in- unfortunately they’re on back order.

[BLaverty]

Thank you for the reply. I have communicated with Fitbit customer service. I am getting a replacement at a discounted rate. Using my old Surge until my new Ionic comes in- unfortunately they’re on back order.

[Shauny76]

Great news

[SilviaFitbit]

It's great to see you around @Shauny76. Thanks for your advice. Your feedback is appreciated, we're always working to improve our watches and the services provided based in your comments. 

I'm glad to hear that you're receiving a replacement watch as soon as there are Ionic in stuck. 

I'll be around if you need further assistance. 

[benedikt.ebli]

I had a similar failure. After some time 2 of the 3 buttons started working again. Now only the right upper button is not working. Strange fact - the left button alone was not working but as you mentioned pressing left and bottom right worked. 

Sad that there is no fix and I have to contact support. I am tired of loosing app data every time a ionic goes gaga.