Ionic display corrupted

[dmb1119]

Hey everyone. So this morning I wake up to find my Fitbit screen looking like a bunch of slow loading lines and distortion. I’ve already tried resetting the device 3 times and resyncing it to see if the screen would fix itself. I also updated the clockface to see if the version I had installed was just not supported anymore (I’ve had that happen before). Any advice?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @dmb1119 I'm here to help you. Let me first give you a warm welcome to our Community Forums!

I'd like to begin appreciating your time and effort troubleshooting this matter prior posting. Since you already tried resetting and changing the clockface of your Ionic with no avail, I want to suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please follow the next steps:

1. On the device, hold all three buttons for about 10 to 12 seconds.
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive).
3. When the device vibrates, release all buttons.
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. When the device successfully resets, please use the normal out of the box process of updating the firmware. You can check: How do I update my Fitbit device? for more details.

Take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account and your applications, alarms, etc.

I'll be here if you need further assistance. Keep me posted.

[JeffN5]

Hi. I woke up this morning to the same lines problem on my Ionic. Did everything as suggested with the restarts and factory reset. Still no luck as any display quickly changes to lines. Last night I noticed charging issues as it would not go beyond 60% and an "insufficient" power source message started showing up. My watch has been treated with care and never submerged in water even though it is supposed to be waterproof. Is there any hope or am I out $300 being the one year warranty passed a few months ago? Thanks.

[dmb1119]

Hey Ricardo,

So I’ve tried the factory reset and now my screen is just completely black. The Fitbit logo is not showing up and the only indicator that the device is even working is the light from the heart rate monitor. Advice?

[RicardoFitbit]

Welcome aboard! Thanks for bringing this to my attention @JeffN5, I'm glad to assist you with your Ionic. Also, thanks for your reply and update @dmb1119, welcome back. My apologies for the delay in responding guys.

@JeffN5 Thanks for taking in consideration the steps that were previously posted. I'd like to let you know that our Support team was contacted on your behalf to receive further assistance directly with them. Tat said, I recommend you to check your email inbox for their contact, they'll be in touch with you soon. Same for you @dmb1119, I notified our Customer Support team on your behalf too because the factory reset procedure was tried with no avail, thanks for troubleshooting this with me.

In the meantime our Support team get in touch, please let me know if you have any additional questions. 

[IshieWishie]

Hi, did you manage to get this sorted?

My Ionic is doing exactly tgecsame. Several factory resets later and it runs for about 1 min then display locks, then black screen with heart rate LED illuminated!  

Best regards

Ishbel

[LoopyLu]

I too woke up this morning to find display logo flashing. After repeating a factory reset 8 times and with clock face missing each time. I finally got it working after 3 hrs.  Now the floors and heart rate are not working. This is my 3rd replacement and only replaced on 2 Oct 2019.  Now the store wont replace another one. Says it's down to Fitbit.