Ionic not turning on

[Robbo216]

Hi,

my ionic started acting weird last night, firstly it wouldn’t record my heart rate. Then I noticed it wasn’t counting steps, then it went off and will not turn back on. 

I've tried all the steps on YouTube but cannot Get it to turn on. Sometimes when I plug it in to charge I see the battery symbol with 0% next to it. 

any ideas would be great as I’m out running tomorrow. 

🤪

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Robbo216, welcome to the Community Forums! 

Thanks for bringing this to our attention and for the details that were shared in your post, your effort trying some troubleshooting steps before posting over here is appreciated as well. 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.

Let me know if you have any additional questions, I'll be here.

[Robbo216]

Hi RicardoFitbit,

my device has no power although it had 75% before it stopped working. I have a black screen of death (completely dead) sometimes I get the battery symbol with 0% in the centre. I have conducted restart procedure for many days nor a day it’s not working either. 
I am losing out on tracking my fitness due to this Fitbit being unresponsive. 

I look forward to hearing from you. 

#customercare

#irequireasolution

[jeffrey.underwo]

I have the exact same issue. Last night my watch started displaying the Firbit logo them showing 0% even when I had just charged it for several hours not long before. Of note I did not charge to 100% and cannot recall what it displayed when I took the watch off charge.

Troubleshooting actions taken

- in earlier comments you queried the HR sensor flashing. No sensor lights at all.

- I tried resetting as per instructions, no result

- Cleaned the contacts on the watch and cable with an old clean toothbrush

- Connected the charging cable to two different USB connection chargers and via mains adaptor. Of note when charging for 5 minutes the watch gets warm, after two to three hours charging the watch was almost too hot to hold so disconnected.

- The charging cable does not appear to be damaged at all, no bends or kinks,

Thanks in advance for your help. BTW my watch is still under warranty.

[adam.smith]

I started having this issue last night as well. Battery was fully charged and I was wearing it. After about 2 hours I realized my steps weren't counting and my heart rate wasn't showing. I tried to reset my device but that didn't work. Now my screen is completely black and it won't charge or turn on at all. 

[Magrew]

Mine was dead this morning, working yesterday. Nothing I do has been successful. I have tried three charging sources and 2 charging cables. I think it is a goner.

[jeffrey.underwo]

Same here, mine is under warranty and have arranged to return for replacement.

[Robbo216]

It seems like it’s happened to thousands of us lately. I may have to do a blog to my 25,000 followers on how poor Fitbit’s customer services are! 

we await some assistance...

[tweather]

Get used to being without your watch for a while. I have had 3 Ionic watches fail over the last 3+ years. Fitbit replaced 2 under warranty but the third watch was 2 months over the 1 year limited warranty period and they offered a new watch at a 25% discount. The replacements took approximately 3 weeks to receive which was highly inconvenient. When the first 2 watches failed Fitbit offered a free watch (body only) or a 50% discount off a new watch. I asked if I could buy 2 at that price so I would have a spare when the working watch failed but was denied. I am extremely disappointed in the quality of the Fitbit product and will be giving them negative reviews whenever I can.

[jeffrey.underwo]

I've had a very good user experience with both issues resolved in one web chat each. The person again on both chats very knowledgeable and solved my issues. Both issues were hardware faults with replacement devices proffered without me have to push. Sorry to here that your issues have not been the same as both of mine.

[Robbo216]

The silence from Fitbit is deafening! 

[Robbo216]

Spoiler

Still NO LUCK



My Fitbit will not turn on even after all of your advice? 

please can you help me here?


🤪

[adam.smith]

Connected with Fitbit rep today. They assured me that there was nothing that could be done for my ionic and that they can give me a 20% discount for new product for my loyalty. 

I'll be transferring my loyalty to  a Wear OS product. 

[Spiritfilledsmo]

Spoiler

I am having this same issue...I have had the pebble replaced not once not twice but three times. This last one was last replaced April 16.  I went to bed with it at 61 % last night and  I woke up to a blank screen this morning fearing the worst,  Did the three button reset put it on the charger it just lit up and is now at 70...I am so confused about your product.  If I was super rough on them I would get it but holy moly...when this one kicks the bucket for real it's going to be extremely hard for me to warrant buying another Fitbit product.   The ionic was pricier but I had nothing but good things to say about your products.  I had a zip for years and years and it finally died..and let me tell you I washed that thing like three times and it still lived...lol so I decided to step into an adult smart watch...next time a feel another company will be receiving my money.

[Robbo216]

Looks like I’ll be writing a detailed blog and posted it then. I am still waiting to hear from Fitbit!

c’mon Fitbit I am calling you out? 

😡

[Caarol]

I am so disappointed to see so many with a similar problem as me.  My ionic has not been ale to charge up since March 2020.  I also have done all the troubleshooting advise of cleaning charge heads, trying a reboot but nothing happened.  I finally managed to report it today to fitbit and because my warranty expired December 2019 there is nothing they can do.  I feel a two year three month life span on a product is very very short, and I now have no faith in the fitbit brand.  The sad thing is I really enjoyed the features of fitbit but I will be looking elsewhere now.  I even suggested they send me a new charger and if it works I will pay for it.  'Computer says no...' was basically the reply.

[tweather]

Having 2 units fail is not a good user experience regardless of the response from Fitbit.