Ionic not turning on following constant reset screen

[Brett617]

Hi,

A couple of weeks ago my Fitbit's screen looked like it was stuck in a constant reboot cycle. The Fitbit logo stayed on screen. The battery eventually died and, while recharging, I was able to reset and get to the normal screen for a short period before the watch went into a reboot cycle again. During the brief "normal" period The heart rate and step monitors weren't working, however.

I've tried a number of resets and now I can't get anything on screen at all. Even when charging I get a blank screen.

Has anyone experienced something similar? If so, is there a fix?

Thanks,

Brett

[SilviaFitbit]

A warm welcome to the Community @Brett617. Thanks for the details mentioned and the troubleshooting tried. 

Since, you've tried the recommended troubleshooting such as restarting it because the screen isn't turning on. I've created a case on your behalf with our Support team, they will continue assisting you and providing you with options. 

I'll be around if you need further assistance. 

[TomDuke]

  From reading on the community forums today it's clear that something has happened to sabotage our Ionics.  I've had my Ionic since 25 Dec 2018 and it's worked pretty well until this morning.  After charging and shutting down on Saturday night this morning just getting the logo boot up screen and it does not respond to any of the reset procedures or putting it back on the charger.  My phone Bluetooth no longer recognizes the Ionic.  There was a Fitbit app update Friday or Saturday I think and I know it did something to my watch because previously removed apps were suddenly reinstalled.  Pretty bummed out.

[Brett617]

Hi Silvia,

Thanks for the message. I haven't heard from support yet; is there an action I need take?

Best,

Brett

[SilviaFitbit]

Thanks for sharing your experience with Ionic @TomDuke. 

Thanks for getting back @Brett617. Sorry for the delayed reply. I've noticed that our Support team has already replied to you, please continue the communication through email. 

Let me know if you need further assistance. 

[Br10ee31]

I am having the same exact problem and very frustrated. 

[SilviaFitbit]

Welcome to the Community @Br10ee31. I apologize for the delayed reply. 

Sorry to hear that Ionic isn't turning on. I would like you to confirm that you've restarted it After this, provide me with more details about what you're experiencing: 

- Is your Ionic's display working?

- Is your watch showing the Fitbit logo?

- Is it tracking your data?

Keep me posted. I'll be around if you need further assistance. 

[Br10ee31]

My Fitbit is still not working. It does not hold a charge for long, only about twice a day does the screen actually come on but it only stays on for about 5 seconds tops. When it's on I cannot use any of the buttons to pick an excercise function. When it's on my wrist it usually can read my heart rate and counts steps that show up on my app.I have let it die and charge for a day, j have turned it off and on and tried the factory reset with no luck.

Sent from Yahoo Mail on Android

[Poostix2003]

I have the exact same problem. Ionic has been on charge for 3 days and won't do anything but tell me it's got 0% battery and shut down. What's the fix for this?

[Mommyof2boyz]

I am having the same issues!!  Did you get any resolution. I can’t get mine back on and I have tried the charging and cleaning ports and nothing. 

[Poostix2003]

Doesn't look like anyone is listening. I'm off to the Samsung store this week to check on their watch. Just need a way to transfer all of my data to Google health I think. 

[silversax]

Had the same issue last night. Used the online chat this morning and walked through their troubleshooting process with no luck. A new one is already scheduled to arrive Wednesday at no charge because it's under warranty. Customer service has been great for me...but the big question is why are so many failing around this same time. I don't change clock faces nor do I add extra apps to the phone. 

[Poostix2003]

I got mine around release date so I don't think it's in warranty, but if it's happening to alot of them then it's definitely not my use case, I also don't modify much, maybe put some music on it and change the face once per year?

[silversax]

I'm just curious if something was pushed out to them to cause this. Note: This is my second Ionic. The first one stopped working one or two months after the warranty was out. They gave me a 45% discount on a new one. I took them up on it because I liked the way it functions (really like the swim tracking). Both times the customer service was great with a quick turn around on replacement. Now I'm going for number 3. Keeping fingers crossed that I don't strike out.

[Tash831]

Mine has been the same for about 5 days. Every time it needs charging all I get is the Fitbit logo and it shuts down. Can’t connect Bluetooth. Don’t get any notifications or phone calls now. Worked perfectly till then. 

[TomDuke]

There was an update to the app around 9 July according to Google Play on my Pixel 3 phone- I didn't experience anything different immediately following that update.  I last synched my Ionic on the evening of Saturday, 13 July and manually shut it down after charging it as I don't use it on Sundays because that's my workout day off.  When I went to start it the morning of Monday the 15th it would not boot up, stuck in an endless loop of showing the logo screen and that's it with no green LED's illuminated on the back or ability to be recognized via Bluetooth by the app on my phone.  After trying the suggested re-boot remedies got to the point where the logo would turn into a red 'X' in a red circle and say: "Data not cleared, synch and try again".  Of course I can't do that if the app won't recognize the device.  

Heard from customer support via e-mail yesterday asking for a picture of the screen which I just sent them.  Will see what happens.  Given that I've been using this Ionic for 19 months and am well past the 1-year warranty period am not expecting much.  Don't know what happened but it seems from reading here that many, many Ionic users experienced the same catastrophic failure.  

Since this happened on Amazon Prime Day I ordered a new Ionic and for comparison a Garmin Vivoactive 3.  So far I can say that the Garmin was way easier to set up, notifications are more reliable, although the watch is made mostly of plastic and the stock band is pretty flimsy.  Time will tell; I don't think any of these things have been perfected yet.  Happily I can afford a disposable $200 watch but I know many cannot.

[Tash831]

Hi TomDuke I would be interested to hear what your outcome is from Fitbit
as I have exactly the same problem. I managed to reboot mine two days after
getting the Red Cross but it won’t connect to my phone now. If I charge it
it just shuts down and I get the Fitbit logo.
Cheers
Tash

[TomDuke]

Good timing with your question. I just finished following the instructions I got from tech support. Frankly I was doubtful and thought this was like doing CPR on a mummy given how dead my Ionic seem to be. However they said they thought it was just a firmware push problem had me go ahead and try and reconnect my Ionic to the phone which worked this time. Downloaded the firmware and installed and now the watch appears to be restored to how it was previously. I don't know how they did it or how it worked but looks like the problems resolved! Hats off to tech support!!

[Tash831]

Glad you got it sorted. Fingers crossed they can do the same for me.

[SilviaFitbit]

Hey everyone! Thanks for the troubleshooting tried. Sorry for the delayed reply. 

Thanks for getting back @Br10ee31. I appreciate the troubleshooting tried. In this case, I've shared your post with our Support team, they will continue assisting you. 

It's great to see you around @Poostix2003 and @Mommyof2boyz. Thanks for the troubleshooting tried. I've shared your post with our Support team and they've mentioned that you already have a case with them, please continue the communication through email. 

I'm glad to hear that you're using your Ionic @silversax. I appreciate that you've shared your experience with our Support team. Our team reviews each case individually and the option provided is based in the Fitbit Warranty. 

Welcome to the Community @Tash831. I appreciate the troubleshooting tried. In this case, I've shared your post with our Support team, they will continue assisting you and providing you with options based in the Fitbit Warranty. 

Let me know how it goes. I'll be around if you need further assistance.