Ionic clock face turns off but backlight/screen does not

[Ern93]

Hello,

I have noticed that in the last couple of hours my Ionic's screen/backlight does not turn off. The screen switches to the clock face whenever I press the left button or when I move my wrist to see the time, but the actual screen does not turn off whenever the clock face goes away. I tried using a clock face made by Fitibit to see if this issue could have been due to a third party clock face; however, the problem persists. I also tried turning the watch off and then on a couple of times but the problem continues. Would anyone have any idea what could be causing this issue?

Thank you all for your help!

[NellyG]

Hi @Ern93  That sounds really weird! I will flag your post for a moderators attention.

[AndreaFitbit]

Welcome to the Fitbit Community @Ern93 . I'll be glad to assist you with your Fitbit Ionic screen back light inquiry. Thank you for letting us know that you have changed clock faces and that you have tried turning the watch off.

This is a normal behavior. Green lights will keep on when they notice some contact.

Thank you for flagging this post @NellyG.

Please let me know if you need further assistance. 

[Ern93]

Thank you for replying to my post @AndreaFitbit  and @NellyG .

I apologize if there was any confusion in my original post. By "back light" I was actually referring to the Ionic screen itself. The green light on the back of the watch is not the issue. The issue is the Ionic screen itself. For some reason the screen would remain on even after the clock face disappeared after the preset amount of time. Essentially, the screen would remain on yet blank until the clock face was activated again. This severely drained my battery to the point that it went from fully charged to 0% in 5-6 hours, when before the watch would lasts 4-5 days between charges. I tried a factory reset of the watch last night to see if this would fix the issue; however, the problem still persists. Could this be a hardware issue?

Thank you again for all your help!

[AndreaFitbit]

Thanks for getting back to us and for the clarification @Ern93.

I went ahead and created a case on your behalf and a customer representative will contact you soon. Please check your email. 

Let me know how it goes.