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Ionic clock error - blank screen

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‎10-10-2020 05:53 - last edited on ‎10-19-2020 18:35 by Fitbit Moderator

‎10-10-2020 05:53 - last edited on ‎10-19-2020 18:35 by Fitbit Moderator

Good afternoon.

I have problem with my Fitbit Ionic. I woke up one morning this week to my fitbit screen reporting clock error.  My numerous attempts to re-install the 3rd party clock face that I had been using for a long while were unsuccessful reporting an error message. During these attempts I encounted another problem, my Ionic's screen went blank. The Ionic is still working functionally recording steps and heart rate etc but I cannot see anything on the screen. I numerous attempts I successfully installed a fitbit produced clock face, all 3rd party clock face do not install reporting a installation error and try again later. While the phone app says I have successful installed a clock face and the Ionic vibrated in confirmation, the screen is still blank. I have also noticed that when I raise my arm I see the Ionic screen's backlight engage but no text visible.

 

I have tried restarted the Ionic by pressing the left button and the bottom right button numerous times. During these the Ionic displays the fitbit diamond logo shape is displayed so I know the screen is working but it returns to a blank screen. I have not tried a hard reset, nor have I tried powering off the Ionic because I cannot get to the power off menu option. The phone app says the Ionic firmware is version 71.6.19.

 

I rely on it for interacting with my phone in terms of calls, texts and calendar event but this not possible without the screen. This is obviously a software fault since I get the Fitbit diamond icon when I reboot the Ionic and functional it is reporting on its sensors to my phone.

 

Is there anything that I can do to recover my Ionic?

 

Moderator Edit: Clarified subject

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‎10-19-2020 18:34

‎10-19-2020 18:34

Hi @SunsetRunner, welcome to the Community Forums!

 

Thanks for bringing this to our attention and for all the details that were shared in your post, your effort and patience with this situation is really appreciated, thank you for trying some troubleshooting steps before posting over here too. Our Support team informed me that they already provided you assistance to resolve this situation. That said, I recommend you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

 

I'll be here if you need anything else.

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