Ionic not taking charge

[MT36]

Hello,

My Ionic does not charge and there is no life in it anymore.

I have the watch now for 1 year and it wasn't used too much under sweaty conditions.

I have checked and cleaned the contacts with a fiber brush (gently) and the power adapter is also ok, since I charge my mobile phone with it. 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hello @MT36, your participation here in the Community Forums is appreciated.

Thanks for bringing this to our attention and for the details that were shared, your effort troubleshooting your device before posting over here is also appreciated. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation

Looking forward to your reply.

[MT36]

Hello,

I have read and checked the chargery process but none of them are applicable for my problem, the watch is totally dead, also the heart sensors shows nothing. And the restart process is not helping, as  this is what I read  : *For Fitbit Versa and Fitbit Ionic, press and hold the back and bottom buttons.

For the Ionic  there are only 3 buttons but all on the side of the watch ?? 

[RicardoFitbit · Accepted solution]

Your reply is appreciated @MT36.

I’m sorry to know that you’re still experiencing difficulties with your Ionic despite trying the troubleshooting steps from my previous post. That being said, I recommend you to try the below steps to factory reset your device and let me know if the issue persists:

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. 

Keep in mind that a factory reset procedure erases stored data, including the stats that were not synced to your Fitbit account. Also, applications installed, music downloaded, alarms, etc. 

Let me know if further assistance is needed and if you have any additional questions.

[MT36]

Hello,

Hello, 

It's OK now, it would be useful to have this reset process somewhere stored, maybe in the app or in the FAQ ?

It was not the first time this happened, the first time, after only 5 months in use,  the watch suddenly came back alive when I was in the store for sending it to the repair service.

So now after 6 months it came back again. I think there must be something wrong in the hardware or software from the watch.

I bought this watch for my Thai wife, but it would be nice if the Thai language would be supported, now it isn't. Is there any chance this will ever happen ?

thank you for the service, kind regards, MT36

[RicardoFitbit]

Thanks for your update @MT36.

I'm happy to know that your issue was solved after trying the troubleshooting steps that were shared on this thread, thanks for taking the time to share your thoughts and personal experience with me. Please do not hesitate to contact me back if you require assistance in the future or if you have any additional questions, I'll be here ready to help you. 

In regards your Thai language suggestion, let me share with you that we're constantly striving to improve Fitbit products and services, and we very much appreciate all of the input we receive from our users here in the Community Forums. The best place to make your voice heard is the Ideas board. Please take a moment to visit and give us your feedback.  If you find that a similar suggestion has already been made by another member, you can vote for their idea and add your comments. We look forward to reading your suggestions. 

Thanks for being part of the Fitbit family, it was a pleasure to assist you.

[Dabunnyman]

Hi Ricardo, I am having the same issue with my Ionic. Recently I had been getting the message "Not enough power from this source" so after looking at some guides I cleaned the terminals and that seemed to work until the other day, when I connected to the charge cable using the same power source set up etc it did nothing. Now all I get is the 0% indication, I have tried the reset and the factory reset that you posted here and still nothing. It just continues to flash the 0% indication. I've had it connected to the charger now for almost 2 days but still will not wake. Can you advise on what is happening this only seems to have been happening since the previous update last November and has now died following the more recent one. This is extremely dissappointing and frustrating, many thanks. 

[RicardoFitbit]

Welcome aboard @Dabunnyman, it's a pleasure to assist you.

I'm sorry to know that you're still experiencing difficulties with your Ionic despite trying the troubleshooting steps that were described in your post. 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.