Ionic button stopped working and screen froze

[ksoliman]

start button stopped working and the screen frozen to source all after i used my watch while swimming 

Moderator edit: subject for clarity 

[LiliyaFitbit · Accepted solution]

Welcome to the Fitbit Community, @ksoliman.

Thanks for the details shared in your post. I was able to see that you have already contacted our Support team regarding this and that they were able to help you. Thank you for your time and efforts.

Have a nice day!

[IvanSZ]

I have the same problem, I have reset to factory defaults but it still not working, I just have the start screen with logo and the message of Downloading App to start...buttons doesnt work...I cant go to other menus and I cant do anything the touchscreen doesn´t work,  I didnt go to swim , It starts failing some days before ...the below lights turns red instead of green, and battery discharged really soon...then I just charge the battery as usual, but It stopped working. What to do? how can I contact technical support?

[LiliyaFitbit]

Welcome to the Fitbit Community, @IvanSZ.

Thank you for joining the thread and sharing that you're experiencing the same issue with your watch. I appreciate your troubleshooting efforts and recommend trying to set up your watch after a factory reset:

1. On your phone, go to Settings > Bluetooth, find your Fitbit device in the list and forget the device.
2. Open the Fitbit app, tap the Today tab, and tap your profile picture.
3. Tap Set Up a Device.
4. Choose your device and follow the on-screen instructions to continue.

If the issue persists, the best way to get help for this problem is to chat with our Support team online or give them a call. Click here to get connected. 

See you around.

[IvanSZ]

Hi LiliyaFitbit, Thank you so much for your response, You were right I could Setup the device again, but heart rate sensors ( which are always blinking on green) are always of, the device try to calibrate and Its not possible because these sensors aren't working, so the device continuisly try to calibrate and some like rebooting.


What can I do? Is there something else to try?


Thank you 
Best Regards

[LiliyaFitbit]

Thank you for your reply, @IvanSZ.

I am glad to hear you were able to set up your watch. Thank you for your efforts and the additional details. I recommend to plug the Ionic into the charger and leave it there for a few minutes. Please also check if your watch is updated to the latest version as updates come with new features and bug fixes: How do I update my Fitbit device? 

Hope this helps. 

[IvanSZ]

It doesn’t help , sensors are off and Ionic tries to calibrate but as sensors are off , it’s not possible, then calibration goes on and on , this is in a cycle , What can I do additionally, by the way it was upgraded also but didn’t help.

Enviado desde mi iPad

Moderator edit: personal info removed

[LiliyaFitbit]

Thank you for the update, @IvanSZ.

I appreciate your efforts and the additional details. I recommend getting in touch with our Support team so they can look deeper into the issue and help you with this matter. Click here to get connected with them via chat or phone.

See you around.

[IvanSZ]

Hi LiliyaFitbit, I have tried to contact support center but I couldn´t...I was waiting for more than 1.5 hours with the chat window opened and none agent appeared to help.
I reported that my Ionic is like cycled, I have tried to upgrade but it didn´t upgrade, It tries over and over but never finish to upgrade. Also sensors belowm always are off.
Best Regards
Ivan

[LiliyaFitbit]

Thank you for your reply, @IvanSZ.

I am sorry that you are going through this situation, thank you for your efforts and the additional details. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You will receive an email from them soon.

See you around.