Ionic issues after being in water for a short time

[Katzcolena]

I wore my ionic for the first time in water yesterday.  It started going through a restart cycle and wouldn’t stop.  I even tried restarting it and resetting it.  It had a full charge and was drained to zero within 20 minutes.  I put it on the charger and it kept rebooting all night.  I reset it again this morning, removed it from my phone and re added it, did the update and now I the touch screen doesn’t work.  I can use the buttons but not touch.  I have reset it over 20 times and even removed it again and readded it and still nothing.  It randomly restarts and comes up with a message saying restart failed and I’m not even touching it.  My data is syncing to my app but my app shows more steps than the ionic.  My phone keeps saying connecting to the ionic failed as well.  This is very frustrating, I rely on this daily for a lot, I posted awhile back about sleep not syncing and now this.  I’m very unhappy.  My husbands is having issues charging and randomly not reacting too and he didn’t wear it in water.  Two watches both have issues and they were both bought in March of 2018.

[RicardoFitbit]

Hello @Katzcolena it's nice to see you again participating and posting here in the Community Forums.

I appreciate all the information that was shared in your post, I totally understand how frustrating this matter can be for you. Let me share with you that our Customer Support team was contacted on your behalf to further assist you with this situation. That said, please keep an eye to your email inbox because they'll be in touch with you soon. 

About your husband's concern, can you please provide me with more details about it? He already tried some troubleshooting steps such as the ones that you tried? 

In the meantime they get in touch with you, please let me know if you have any additional questions.

[Katzcolena]

Thank you for your response and sending my info to support.  I have emailed them back.

In regards to my husbands, his is randomly not charging using the Fitbit charges, we have tried a few.  I know his was randomly resetting but he just informed me it hasn’t happened in awhile.  We have checked and cleaned the contacts on the back of his but it still happens.  We have tried to use my charger which we know works and still have issues with it.  Any thoughts?

[RicardoFitbit]

You're welcome @Katzcolena, your prompt reply is appreciated too.

Thanks for sharing more information about your husband's concern, the effort spent on this is appreciated. Can you please let me know if the heart rate sensors of his device are blinking or is his Ionic completely unresponsive? My best advise will be to try our restart process. If this procedure doesn't resolve his concern, please advise him to try the factory reset process following the next steps:

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.

Keep me posted. 

[Katzcolena]

It’s funny you mentioned the sensor, on mine I didn’t have that sensor for over 12 hours while mine kept rebooting and not syncing.  Even my battery is draining a lot faster than it was before all my other issues.  It went from 50% down to 8% in less than 4 hours and at that time I was mainly in the car on a trip back from the lake.

His sensor is blinking but randomly it just stops.  I have reset his following your steps and it is good for a bit and then does it again.  Mainly his is just not charging.  We have to leave it in sometimes for over nine hours to actually get a charge where it use to just take an hour or two to charge.  

[RicardoFitbit]

Thanks for your reply @Katzcolena.

I appreciate the details that were shared in your post, I created a case with our Customer Support team on your behalf due to the difficulties you experienced with your Ionic, certainly your device wasn't behaving as the way we designed it.

Regarding your husband's Fitbit, thanks for taking in consideration the factory reset steps that were shared on my previous post. Unfortunately, I'm unable to create a case for him because he didn't made a post here in the Community Forums, therefore, my best advise will be for him to contact our Support team directly to receive further assistance. 

Let me know if you have any additional questions. 

[Katzcolena]

Thank you, I will have him contact the support team 

[RicardoFitbit]

You're welcome, thanks for your reply @Katzcolena. Sorry for the delay in responding.

Hope that the information that was posted above help you and your husband to resolve both of your concerns, I'll be around if you need further assistance or have any additional questions. Please keep me posted.

It was a pleasure to assist you.