Ionic display stopped working

[Kire123]

I bought a fitbit Ionic in June 2020. For some reason the screen on the device seems not ro be working properly. Once I am outdoors It completly goes off. Indoors it looks like a Tv with bad antenna from the 1980, and in 10 seconds it fades away. When I press and hold the side buttons I am getting a little buzz signal from the phone but the screen stays off. Please advice me on the next steps in fixing my fitbit Ionic. Can anyone give me e-mail address so I can activate my waranty. Thank you

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Kire123, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared. If you haven't already done so, I recommend you to change the clock face of your Ionic following the steps that are specified on: How do I change the clock face on my Fitbit device? and then please try our restart process.

I'll be here if further assistance is needed.

[Kire123]

Hi Ricardo,

I did what you asked me to do (changing the picture and restarting the
Ionic) and it worked at that point in time. Still the problem is not
solved. Every time I go for a run the Ionic's screen turns off and it
gradually starts to go on after the run is completed. Yesterday it turn off
while I was not exercising for the first time and it has not been active
for the last 15 hours (the Ionic is working but the screen is off). The
Ionic's screen is still not active so I can not do anything with it. Please
tell me if there is anything else that can be done and at what point I
should be looking at sending the item to be repaired or replaced under
warranty. Does Fitbit has any collection center in Perth that I can take
the watch to for diagnostic?
I am dissapointed with the Ionic I got and I hope that you will be able to
tell me how to sent it back for repair or replacement under warranty.

Kind Regards,

Kire

[RicardoFitbit]

Your reply is appreciated @Kire123.

I'm sorry to know that you're still experiencing difficulties with your Ionic despite trying the troubleshooting steps that were shared on my previous post, I understand how frustrating this matter can be for you. Because the issue wasn't solved, the best way to get help for this specific problem is to chat directly with our Customer Support team or give us a call. That said, please click here to get connected and receive further assistance.

I'll be around if you need anything else.