Ionic display not working

[Jukeypr]

Hello!  I love Fitbit products so much that I had a Blaze and when the Ionic came out, I immediately upgraded even though it was more expensive and I had no need for it.  I have had a problem with it ever since I got it, but always seem to solve it so it was fine.  The problem is it dies sometimes even right after full charging the battery.  This is what happened this time.  Last night I fully charged the battery and today I went to wear it and it was shut off.  I tried a restarted and did not work.  It is dead!  Please help.

Moderator edit: Updated subject for clarity 

[SilviaFitbit]

Welcome to the Community @Jukeypr. I appreciate the time you took to share your experience with Fitbit products. 

Sorry to hear you're experiencing this with your Ionic. Thanks for the troubleshooting tried prior posting.

Since, you've tried restarting it and charging but it's still not working, I'll be created a case on your behalf with our Support team, they will continue assisting you. 

I'll be around if you need further assistance. 

[Doylydiva]

I am having excels the same problem, could you include me in any possible solutions please?

Thank you.

[SilviaFitbit]

Welcome to the Community @Doylydiva. Thanks for the details mentioned. Can you confirm you've tried the troubleshooting I posted above? 

I'll be around if you need further assistance. 

[sonjavan]

I have the same problem. I’ve charged it, tried to restart it, even delegated it from my app. This is the second time this has happened. For such an expensive item you would think this wouldn’t happen to so many people. What do I do with my $400 paperweight now?  

[Shannerr22]

I don’t know what is going on with the Fitbit ionic lately, but I am very disappointed as well. I too started with the blaze, and bought the ionic as soon as it came out. I loved it until it just suddenly stopped working. I called Fitbit, and their suggestions to fix it did not help, so they gave me a 40% discount. I thought this was fair, so I bout a new one. As soon as it came in, I tried to charge it, and it did not charge. In my disappointment, I decided that I did not want to purchase this product again, so I asked for a refund. I sent it back and asked the customer service team for a reimbursement of the $10 shipping fee that I paid to send back their faulty product. After speaking to numerous people via email and phone, all stated that their refund policy requires the customer to pay this shipping fee. I understand that they’re just following their policy, but it’s a terrible policy. How is it fair that the customer has to pay because of the company’s mistake? I will not purchase anything through Fitbit again. 😕

[GarBear89]

Wanna know two things..!. Where do we send for recall or refunds. 2.how to get off this mailing that sends me 200+ emails a day??



Sent from Mail for Windows 10

[sonjavan]

Wish I had the answer to 1. 

[Doylydiva]

After speaking on ‘live chat’, they’re going to replace my Ionic.  Fingers crossed for the next one!

---

@SilviaFitbit wrote:

Welcome to the Community @Doylydiva. Thanks for the details mentioned. Can you confirm you've tried the troubleshooting I posted above? 

I'll be around if you need further assistance. 

---

[drseaton]

... I have tried to get help since yesterday. Hello, I need your help... I have an Ionic which I bought 11 months ago and everything went fine until yesterday... Out of the blue in the afternoon, it started counting steps continuously, even when I take it off... The battery went dead after a few hours and I closed it out to restart... well, it just kept on adding steps... I have done 2 factory restarts and still the same problems happens? Can you please help me

[Snooks70]

Hi. Seems as though quite a few of us are experiencing pretty much the same issues with our Ionics ? 

Yesterday I had a non-responsive screen, so reset it, unpaired it, factory reset it, installed the software update (took about 2 hours) and that “fixed” it to some extent. 

Today, the screen is again unresponsive and now I have the logo flashing on and off and doing nothing to else. 

Mine is around 17 months old. 

I’m unsure what to expect from posting this (first time) but this situation is totally unacceptable. I’ve had various Fit-bits and have to say this had by far been the most unreliable. 

I’m now unable to use it at all so hope to hear a solution that doesn’t involve any of the above shortly ? 

[sonjavan]

That is exactly what happened to mine. I even tried charging it in different outlets with different blocks. Nothing. 

[Snooks70]

I guess the best we can hope for is that the company are reading this and respond with a sensible solution.

I’m climbing some mountains tomorrow but won’t have my Ionic for company. 

As these are not isolated incidents they must be aware of the issue ? 

[Snooks70]

Good afternoon,

I don’t know if your able to help me or not ? Can I please refer you to my comments further on in this thread as my Ionic has completely stopped working overnight ? 

Many thanks

[Doylydiva]

I recommend doing a live chat to Fitbit. This worked for me.

Sent from my iPad
www.yvonnepatricksoprano.com

[drseaton]

I did start a life chat and they are trying to help me... 

[Jukeypr]

Thanks you for your message, I am very disappointed in Fitbit as well will do a live chat tonight to see if I can get a refund or a discount

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[drseaton]

... after 3 life chats and several test, I am getting a new Ionic... God thanks! I hope the new one will work out without any problem... Thanks all for your support and ideas!

[YojanaFitbit]

Hi everybody thanks for posting your comments about the current issues with your Fitbit Ionic. Your feedback is greatly appreciated.

Thanks for posting the steps that you've tried with your Ionic. Sorry to hear that this is not responding in some cases. But let's try a couple of steps that might help to bring to life your Ionic. 

I'd suggest to clean the contacts of your Ionic. These contacts can become obstructed by microscopic dirt or debris that prevents them from making a good connection to the charger. Use a toothpick or toothbrush to clean the charging contacts, do not scrape them with anything metal because this may damage the plating and result in corrosion. 

Please try to restart your Ionic again. How are you changing your Fitbit? We recommend plugging your charging cable into a USB port on your computer or other low-energy device. If necessary, you can use a UL-certified USB wall charger. Don't use a USB hub or battery pack to charge, and only use the charging cable that came with your tracker. Did you have issues before with the charging cable?

Please take a look of these recommendations to charge your Fitbit too. It'd be great if you can reply with all the steps that you've followed, so I can request a case on your behalf. Our team will be glad to check what happened to your Fitbit.

Let's give it a try and please keep me posted. 

[sonjavan]

Why does everyone keep telling us the same steps?!? They obviously aren’t working to resolve the issue

Sonja Franklin
Please excuse autocorrect or typos.