Ionic display not turning on

[Biggdogg5]

My ionic has no display on its face . It still tracks , and receives notifications. But has no illuminated face display. What can be done to fix the display ! What can be done to resolve this issue?

Moderator Edit: Clarified subject

[Katjie84]

I am having the same problem. It seems to still be working, just no display

[pchappel]

Mine went briefly to double displays of the watch face, then on restart it just shows a grey band at the top of the screen. Restarted the device several times, tried swapping the watch display, nothing.

[RicardoFitbit]

Hello @Biggdogg5 @pchappel and @Katjie84, welcome to the Community Forums. It's a pleasure for me to assist you with your Ionic devices.

First, I'd like to appreciate your effort and patience trying some troubleshooting steps before posting over here, I can understand how frustrating this situation can be for you guys. If the display of your Ionic devices are not turning on, I'd recommend our restart process and then please try changing the clock face following the steps that are specified on: How do I change the clock face on my Fitbit device?

If by any chance the issue persists, please follow the below steps to perform a factory reset procedure:

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. 

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

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

[Katjie84]

Good day
I have tried a factory reset as well, more than once, and even that does not help. The fitbit still vibrates and it seems the heartrate monitor is still working, it is just the screen that does not coming on.
Kind regards
Katjie84

[RicardoFitbit]

Thanks for your update @Katjie84.

I appreciate your effort and patience trying the factory reset procedure that was shared on my previous post, certainly, your Ionic isn't working the way it was designed. That being 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.

[Patekal]

If screen is dark grey,

1. Press left and bottom right buttons for 5 to 10 seconds 

2. The Fitbit logo will appear

3. Wait screen should appear

4. Swipe screen to the left

5. Tap Exercise section 

6. Scroll down to swimming 

7. Tap on it

8. Tap gear icon in top right corner 

9. Scroll down to Always-on-Screen

10. Tap Orange Off and On should.apear

11. Close app by using left button 

12. Display should reappear and act normally

[RicardoFitbit]

Hello @Patekal, welcome to the Community Forums.

Thanks for taking the time to share your thoughts and the steps you took to resolve this situation. The willingness to help is always appreciated, please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out.  

Thanks for being part of the Fitbit family.