Ionic is unresponsive

[Kimbomambo]

For the past 4 days, I am having to reset my phone.  It becomes unresponsive and unable to swipe or buttons won't work at all.  It stops syncing with the phone app and sometimes & have to reset the phone 3-5 times a day.  I have also done a factory reset but still not working as it was.  Last time worked 100% was Sunday morning.  Love some help please as very frustrating!  Cheers  Kim

[NellyG]

Im a bit confused here. Is the Ionic unresponsive? Is the screen black? If so, how does resetting your phone help that? Have you tried restart your Ionic? Do that several times and see if that fixes it. Ifnit doesnt, try a factory reset using the buttons. If that doesnt help you will need to contact Support (link in my signature)

Restart your tracker

FACTORY RESET USING BUTTONS
On the watch, hold all three buttons for about twelve seconds. This triggers the 2-button hardware reboot after about eight seconds.
- When the Fitbit logo appears, then disappears, release the bottom right button, then continue holding the left and top right buttons until you feel a strong vibration. This indicates the factory reset was initiated.
- This process may take several seconds, and eventually, the Fitbit logo appears and the device boots and displays go to Fitbit.com/setup.
- If you fail to release the bottom right button in time, or otherwise don't follow the procedure precisely, the Fitbit logo reappears quickly and boots without factory reset.

If the device turns on, please go back to the Fitbit app and setup your device back to your account with these steps. Make sure your watch is plugged into a wall plug or a computer, next to the router and that there are no other trackers or devices with Bluetooth on nearby when setting up.  Please log into your account, go to account on the upper right corner, there look for "setup a device" and tap on it. Follow the instructions on the screen and let the watch charge for 2 hours.

[Kimbomambo]

Hi – I have tried to restart, and factory reset.  It works for an hour or so but then the Ionic freezes again i.e. I can get to the clock and the buttons allows me to get to one page e.g. top right button I can go to Run but unable to swipe to get to others or bottom right button I can get to Alarm but no other settings.  After a while the Ionic stops all together and then I can’t sync.

[HeydyF]

Hey @Kimbomambo, it is great to see new faces around! I appreciate the time you have taken to follow the tips that @NellyG posted above to make your Ionic work. Since the issue persists, I have escalated your case with our Support team so they can further assist you. So please keep an eye on your inbox. 

Let me know how it goes!

[Jm3390]

I’m in the same exact position. Ionic is now 4 days old and unresponsive. Have factory reset and it only seems to work when it wants to... reached out to support and they are still getting back to me... has anything been done for you? @Originalposter

[Kimbomambo]

Hi, yes, they provided a new one which is now working fine.

[owassoscott]

I have been a Fitbit owner for many years.  After my surge strap broke and there being no replacement available, I gladly shelled out another large sum of money for an ionic.  A year a half later, I started having problems with the GPS not connecting reliably during exercises.  Today, the ionic died completely.  The fitbit logo flashes on and off and it is unresponsive to any of the buttons.  After two fitbits for myself, three others for the rest of the family, and an aria scale, I am done giving fitbit any more of my money for products that crash shortly after their warranty period.  I ordered a garmin and will never even look at making another fitbit purchase.  Did not want to post this publicly, but fitbit does not make it easy to send a direct email.

[Whistler888]

“After two fitbits for myself, three others for the rest of the family, and an aria scale, I am done giving fitbit any more of my money for products that crash shortly after their warranty period.  I ordered a garmin and will never even look at making another fitbit purchase.  Did not want to post this publicly, but fitbit does not make it easy to send a direct email.”

Have been reading a lot about Fitbit products crashing shortly after the warranty period expires -> as well as shorty after firmware updates.  Kinda scary for new Fitbit users.  Seems like so many loyal brand users are now extremely disillusioned and drop the brand for good.  Makes not a lot of sense why the brand does not really care to retain these users.  Odd and very shortsighted.

[SunsetRunner]

Same here.  I've had an ionic since release.  Had to exchange the first one after 2 months of issues.  The replacement has completely bricked after 15 months.  Just after the warranty.  Can't restart or factory test the device. Support offered 25% off to purchase another tracker.  Which is crazy. I loved the ecosystem, but quite frankly, to have a $300 piece of tech die with no warning after 15 months is bull.