Ionic not responding

[LMHamlin]

Sitting at my sons baseball game yesterday I went to check the time and my Ionic had nothing, the display was gone. This has happened before  and a hard reset would bring it back. This time I cannot get it to work. 

-The battery was charged

-I have tried to reset several times for more than 10-30 seconds

-I cannot do a factory reset b/c there is no screen display to go into settings

-The app is not acknowledging that a Fitbit is connected to it (so it isn't just the display is gone)

-I put it on the charger all night just to make sure it wasn't dead, still nothing.

Purchased Dec. 2017, so it is a year and a half old.

Thanks for your suggestions!

Moderator edit: Subject for clarity

[Asmith1979]

Same thing happened to me. Your watch is a brick. They will offer you 25% off a new one, which just so happens to be the same exact price anyone can buy one for now. Also you can’t use it in conjunction with any promotions. 😂.

[amitabha64]

Fitbit Ionic stop syncing and the screen just blank 3 hours ago.  Tried the factory reset and it is not working.  Have the same issue.  Anyone has any advise please help.

[Goobs]

Mine just did the same thing about 30 minutes ago. 

[IvyNG]

This just happened to me as well. It seems a number of Ionics have just gone dead at the same time!  I was not updating it, but the last time I knew it was as working was 2 hours ago. WTF Fitbit??

[SunsetRunner]

Mine also. It was working at around 5 am and I went to look at it later this morning but there was no display. I have tried to charge it for a few hours and tried the two button and three button restarts but the display shows nothing and the app can't talk to it. Apparently this has been happening a lot recently. I've had no issues with it and don't believe it to be a charge issue because, generally there's a notification when the watch is low and there has been zero response after charging it.

[IvyNG]

I know that my fitbit was charged over 80 percent, and was probably over 90 percent, since I had just charged it yesterday morning.

[Goobs]

I have been in touch with fitbit and I had to delete the ionic from the app and start over. Haven’t done it yet. I am hoping. 

[Goobs]

I am going to be doing a complete reset on e I get home from work. 

[SunsetRunner]

Since mine is only about 45 days old they're sending a replacement. This is discouraging because who knows how long the new one will work with so many malfunctioning...

[IvyNG]

I wrote to Fitbit using their chat function.  I've not heard anything back. 

I'm really fed up!  I've been using Fitbit devices for over a decade now, and I'm rather concerned that so many Ionics went out at about the same time for multiple users.  I'm wondering if something happened on their end. 

I need to have a device for this weekend, so I've purchased a lesser and cheaper device through Amazon.  When it craps out, and I fear that it will, I'll switch to an Apple watch.  At least they have a local store I can go to for help. 

I'm a longtime customer and advocate for Fitbit, and I'm afraid they've lost me over this issue.

[SunsetRunner]

Yes, I really hate the look of the Apple Watch but I'm seriously looking at the possibility of buying one because of all these issues showing up today. I didn't have any issues connecting with the Support chat, though. And the guy was very helpful but if this issue occurs again with another watch I won't have any choice but to get the casio-calculator-watch-looking apple watch...

[YojanaFitbit]

Welcome to the Community Forums @LMHamlin and @Asmith1979. Nice to see you around guys. My apologies for the delay.

@LMHamlin Thanks for your feedback and for all the steps that you've tried before contacting us. I've requested a case for you, our team will be contacting you via email shortly. 

@Asmith1979 In your case, please check these helpful steps to troubleshoot this issue. Thanks for trying the factory reset before contacting us.

@Goobs I've checked with our Support Team and apparently they already took your case under their wings. Please keep an eye in your email inbox, you'll get some information about your case. I really appreciate the time you have taken to perform all the suggested steps and for contacting our support team.

@IvyNG and @SunsetRunner Sorry about the issues with your Fitbit device, thanks for sharing your feedback with us. Fitbit has been designed to provide motivation and help you to reach your daily goals to success. Please know that we provide feedback to our team based on community posts.

Let me know if you need anything else.

[Harvman11]

@YojanaFitbit My Ionic also died recently, and Fitbit has declined to replace it because it is about 17 months old. Does Fitbit have any idea why so many Ionic watches seem to be dying right now? Is there a software issue, hardware issue, something else?

[Goobs]

I asked them a few times and they wouldn’t answer. Just kept telling me to do the update but not listening that I couldn’t swipe anything on the watch. Bow mine is completely dead. Won’t even charge. I did the survey telling them how disappointed I was and that telling me to buy a new one after less than 20 months wasn’t an option for me.

Sent from my iPhone

[YojanaFitbit]

Hi @Harvman11 and @Goobs thanks for getting back to share your feedback. At this moment, we don't have details related to Fitbit software. Our team is checking each case to gather more information about each device. 

In case that you have questions about Fitbit warranty, please contact them back. Our team will be glad to keep assisting you.

See you around. 

[Harvman11]

Hi @YojanaFitbit, have you been able to collect any more information to determine if the cause for the recent Ionic deaths are due to software, hardware, or something else? If Fitbit can't figure out what's going wrong with their products, it's hard to trust them enough to spend my money on a replacement.

[YojanaFitbit]

Hi @Harvman11 thanks for sharing your input. Your feedback is greatly appreciated.

I'd like to mention that each scenario is different, but our team checks each case individually and provides option according to your warranty. Nevertheless, I really appreciate your comments since this is the best way to make your voice heard. 

I know that you might be questioning about the quality of Fitbit but, I assure you that we test our Fitbit before releasing them to the market and we expect the highest quality in our products and services.

I'll be around in case that you have questions about this.

[MyMacNCheez]

my has done the same thing, after being in the sun.  started the reset and it won't respond to app help, please

[monionic]

Welcome to the ionic graveyard! Mine just did the same last week. I'm really disappointed that such an expensive watch could only last a year and a half.