Ionic display not turning on

[Joeylee]

Got my ionic for Christmas and the display is already dead. Watch still tracks data and syncs to the app. Is there a fix? Got it as a gift and dont have the receipt or I would just return it . 

Any help is greatly appreciated

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Joeylee, welcome to the Community Forums!

Thanks for bringing this to our attention and for the details that were shared in your post. To fix this, I recommend you to try our restart process following the next steps:

1. For Fitbit Ionic, press and hold the back and bottom buttons until you see the Fitbit logo on the screen.
2. Let go of the buttons.
3. If you still have issues with your device, turn it off and turn it back on. For more information, see How do I turn off my Fitbit device?

Let me know if the issue persists. 

[Joeylee]

Thanks for the reply. Yes I restarted the device multiple times...no luck and no logo. 

The watch's sensors still work and is syncing data to the app. It even tracks sleep.The screen however, remains blank. Been like this for a month now.This really sucks because I lost my job cause of the pandemic, and cant afford to replace the watch. I would expect the screen to last longer than 8 or 9 months.

[Joeylee]

So..got the new firmware update and it totallyy bricked the watch. Got a message saying update failed , Display backlights but still blank. No longer syncs with app and sensors won't work any longer. . it's like it started and just " hangs" on boot. And of course because the display is blank but lights up you can't even see whats going on.

[RicardoFitbit]

Your updates are appreciated @Joeylee.

Thanks for the details that were shared in your post, I'm sorry to know that you're still experiencing difficulties with your Ionic. Based on the information of your post, I don't believe that the firmware update process of your Ionic was completed. That being said, please try the following steps to perform a factory reset and then initiate the firmware update process, and let me know if the issue persists: 

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. 

Let me know if further assistance is needed and if you have any additional questions.

[Joeylee]

The screen now has completely different issue now. I cannot complete the factory reset.

It was initially just a blank screen, but it has been tracking EVERYTHING & syncing for a month like that. Now today it does an update and the watch is unusable. It won't even sync and the app cant connect to the watch.

[RicardoFitbit]

Thanks for your prompt reply @Joeylee.

The details that were shared in your post were really helpful for me to fully understand the issue that you're experiencing with your Ionic. That said, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon.

In the meantime they contact you, let me know if you have any additional questions.