Ionic not turning on

[Bferguson36]

I have cleaned the connectors and changed the charger and my ionic won’t turn on or charge. What can be done about this? Thank you. 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hey @Bferguson36 thanks for bringing this to my attention, welcome to our Community Forums too! Let me give you a hand with this.

First, I would like to appreciate your effort and patience cleaning the connectors and changing the charging cable of your Ionic device. To better assist you, can you please let me know if the heart rate sensor green lights are flashing or your device is completely unresponsive? If you haven't already done so, I recommend you to restart your device with the following steps:

1. Press and hold the back and bottom buttons until you see the Fitbit logo on the screen. 
2. Let go of the buttons.
3. If you still have issues with your device, turn it off and turn it back on. For more information, see How do I turn off my Fitbit device? 

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

[CindersMo]

I have the same problem with a black screen.  I have also cleaned connectors and had it on charge for over 3 hours this morning, but cannot get it to come back on at all.  I have tried resetting it by pressing and holding buttons. No screen so no idea about heart monitor or anything else working. I had my Ionic less than 12 months.  How do I go about getting this replaced?

[Seamus.Murphy]

This morning I also couldn't turn my Fitbit Ionic on (Black screen of death!). I connected it to the charger for several hours but still dead.  (Charger working as I tested in on a workmates Ionic).  Watch appears to be charged as showing full battery on the Fitbit App on my phone. I've tried the button reset  combination and that also has failed to kick any life into it. The last sync was "1 Jul 2019 at 10:48, battery level icon High, Firmware version: 27.33.1.30".  I purchased the watch in the EU and it is under the two year warrenty ..... HELP!

[Coritani]

I have had exactly the same issue on Friday.  It synced @ 100% battery level, 2 hours later looked at my Fitbit and it's dead.

Tried 3 different chargers, tried factory reset.  Totally dead.

Contacted support and they told me that my ionic was in fact a defective unit that already had been replaced on warranty.  So they couldn't do anything/wouldn't about it.  It has worked fine (except the normal synicing issues) up till now.  Looking through the forums it looks like the Ionic has had a lot of issues regarding hardware.  Obviously not happy, but looks like there is nothing I can do about it...

Wish I had looked through the forums before getting an Ionic.

[RicardoFitbit]

Hello guys! Thanks for each of your posts, it's a pleasure to continue providing assistance. A warm welcome to our Community Forums @CindersMo @Seamus.Murphy and @Coritani. 

First, I'd like to appreciate your patience and efforts troubleshooting this situation with our restart process. That said, I want to suggest you our factory reset procedure, which is completely different than the restart process. To do so, please follow 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. If this procedure doesn't resolve this situation, please get in touch with our Customer Support team here. Also, for any warranty-related inquiry, please refer to our warranty policies. 

I'll be around.

[CindersMo]

Hello
I did the factory reset as recommended but my Ionic will still not display anything - just plain black screen.
More advice please, or preferably a replacement Ionic.
Maureen Key

[monionic]

The amount of people that this continues to happen to is astounding.  I've been seeing thread after thread about this exact issue. 

[monionic]

Ricardo when will Fitbit take responsibility for this issue? I keep seeing post after post with the same issue. It's widespread and Fitbit needs to step up.

[Renjus]

I also have the same problem, and have tried everything written in this post. No heart monitor lights, just black screen and no reaction what so ever. What to do?

[irishgrl]

Ricardo, please tell us what fitbit are going to do about this - there are many, many posts saying the same thing about the ionic - at over $250 this is disgraceful.

[AlissaF]

I too, am dealing with the same issue. Went on a walk on 6/28 and my fitbit was low battery but working fine. I hit my 11k step goal around 7pm (felt the vibrations) and later, when I looked at my Ionic to see my step count, it was dead. I figured it was just low battery and put it on the charger when I got home. I have tried everything to get it to charge- cleaned connectors, tried multiple chargers, tried reset, tried factory reset... Nothing. It stopped syncing before it died- only show 6k steps that day even though I felt it vibrate when I hit 11k and I had my phone with me the whole time. I already had my Ionic replaced once about 9 months ago (it had completely stopped syncing) and now this... It sounds like this is a known issue based on the number of complaints on this thread alone. I am going to reach out to customer support and am honestly dreading it. Customer support was previously great with the other fitbit models, but my last support experience with my Ionic was a pain. You'd think that it would be a better experience considering how much the Ionic costs, but it seems like they will do whatever possible to avoid replacing the Ionic. 

[AlissaF]

And... Just chatted with support and they won't replace my Ionic. My first device died after 7 months and the replacement barely lasted 8 months. I have been wearing a fitbit for over 6 years and it was actually my Ionic that alerted me to a heart issue that required surgery to fix. For the first time, I am disappointed in Fitbit... this seems to be a known issue and due to having a previous defective unit replaced, the best fitbit can offer is a discount on a new unit (only valid for 30 days)??  Super frustrated right now.

[Scufforama]

Please can you advise on how to effect repair/replacement of my Fitbit Ionic. I woke up this morning and it was off, won't switch back on despite trying the steps recommended online by Fitbit community and this thread.

I wore it to bed last night, like every night, and it had about 70% power but woke up with it off and it won't turn back on.

It was purchased 14/08/2018 so under warranty with Fitbit.....please advise. Do I arrange this with local dealer I purchased devise from or via Fitbit directly? I'm South Africa based

[YojanaFitbit]

Hi @CindersMo @monionic @Renjus @irishgrl @AlissaF and @Scufforama thanks for reaching out the Community Forums. My apologies for the delay.

Sorry for the issues with your Fitbit Ionic. Thanks for the feedback, it's very important to us to have your thoughts in regards our product and your customer support interactions. Fitbit is always trying to provide great products and customer experience. Each scenario is different, but I think that our team can review each case to provide the best option for you using your warranty details. If you don't have a case open for this please let me know, so I can give you a hand with that. 

Please note that we don't have the option to change our warranties or give more details about your personal information here on the Forums, if you have questions related to your warranty you can check this page or keep communication open with our support team for more details. Thanks for your understanding and for your time, your comments and feedback are very appreciated. 

See you around! 

[MQuickSilver]

I'm stunned to see so many users having the same issues.  My battery died this weekend (while beta testing for fitbit), and to be told that I have to buy a completely new watch after less than two years is simply unacceptable.  Seeing this many posts about similar issues has me shopping for alternatives rather than replacing my ionic if Fitbit isn't going to make this right.

[Coritani]

Thanks for the suggestions Ricardo.

I've tried everything, scoured YouTube and Forums, my Ionic is bricked and there is nothing I or Fitbit will do about it.

I've moved on (Polar Ignite).  I'll never buy a Fitbit again, probably the most expensive tech purchase mistake I've made.

[TomDuke]

  It's amazing how many others are experiencing the exact same failure with their Ionic; can't just be a coincidence.  My Charge 2 that I use mostly for sleep tracking still works and will synch (notifications have never worked) and track steps and exercise activity.  

[Twentworth]

I have tried all the things I have seen on here with no luck.  Sounds like Fitbit’s warranty is a joke and will be switching to Apple Watch.  I am on my second ionic and had issues with both.  No warning that issues were starting and no solution with Fitbit.  Very disappointed.

[TomDuke]

Yes, it's very frustrating.  My just sits here and after 20 minutes the screen goes blank.  If you push a button the logo boot up screen comes on again and that's all it will do.