Ionic not turning on

[Mash284]

The ionic was almost out of battery so I charged it. Several hours later, I unplugged It and noticed that The screen was black. So I thought, maybe it was not good connected. Checked the cable, the connectors and the back of the watch. No dirt or other strange things. But for sure I changed the charging connector and charged it last night. Still same result: black not responding and not visible for the app Ionic watch.

i have noticed before that the watch was not tracking accurately while for example the lapse during swimming. 

the ionic has the latest firmware. Cables and connectors are good.

what is the problem and the solution?

the watch is almost 1 year old 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Mash284, welcome to the Community Forums!

Thanks for bringing this to our attention and for all the details that were shared in your post, it seems that the battery of your Ionic is not charging anymore. 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? Does it vibrates when you put it to charge? 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, please let me know if the issue persists so we can move forward.

[Mash284]

Dear Helpdesk

The ionic is now responding but not in a normal way. During charging there
is flashing line at the bottom. See video.

What is the problem and solution?

Regards
Mariska

[Mash284]

I had to restart the Ionic. That worked but it is not responding in a normal way. During charging there is flashing line at the bottom Of the screen. See video.

I also have tried the shutdown option.

I had 8% battery level which is now empty. Because the watch was responding I hoped that the charging would-be possible again. It didn’t. Battery is now realy empty.

What is the problem and solution?

[Mash284]

 

[RicardoFitbit]

Your update is appreciated @Mash284.

Thanks for the image that was shared with me and for trying the steps that were shared on my previous post. To exhaust all the applicable troubleshooting steps to fix this, please follow the next steps to perform a factory reset on 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. 

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. 

Please let me know if the issue persists.

[Mash284]

Hi Ricardo, the issue persists. The fitbit logo doesn’t appear. The battery 0% appears. There is not enough juice..... Still I tried a few times over and at the last try I followed your intructions in the hope that the battery logo would have the same result.

It did not. I have put the watch again on the charger in the hope that a little juice of battery. To try your instruction again.... I have no hope but nevertheless want to try this.

Have you a another possible way to solve this problem?

[Mash284]

Ricardo, at the moment the watch is charging! 11% and still going up. Tomorrow I will see if it is fully loaded. 

If that is the case do I still need to do your reset? 

and I would like to know if the problems  is a sign that there is something wrong With the watch even if it is now charging. What is the cause of the problems.... what is it returns after the warrenty is over?

[Mash284]

I cheered to early: the battery is charging but there is still a flashing line which also is moving up the screen.

I can send you the video. It is the same as the photo before

 

[Mash284]

This is not normal

[Mash284]

I just perform a factory reset but the flashing line is still there. Tomorrow I check if the data was lost so the reset was successful which I doubt.... which is a feeling and not actually checked....

 

 

[RicardoFitbit]

Thanks for your reply @Mash284.

Thanks for troubleshooting your device. To exhaust all the applicable troubleshooting steps to resolve this situation, can you please change your Ionic clock face following the information that's specified on: How do I change the clock face on my Fitbit device? and let me know if you still see the thin green light? 

Looking forward to your reply.

[Mash284]

Good morning, it did not work your reset. Before I went to sleep the battery was charged to 29%. During the night I left it to charge. Now in the morning 09:00 hrs the watch was again black and low of battery. Charging was not possible so again I did the reset. Now it is charging and again either flashing line. When I put the watch on the charger there was no vibration at any of the attempts I made when I connected the charger like it should. So that is not normal too.

 

[Mash284]

See also my messages earlier this morning.

changing screen did not work

 

[Mash284]

Ricardo, Iam missing your reactions probably you enjoy your weekend off.

It is not possible to charge the battery to 100%. And during charging the flashing line is still there. Normally when the watch is connected to the charger there is a vibration. There is non. Also during the reset you mention that after the fitbit logo appears that a vibration will follow. There’s nothing the logo disappears and at that moment I let go of the last 2 buttons. All the data stays in place so I doubt if the reset was successful. What was improved is that It was possible again to charge the watch. Not completely 

That is not normal: 8 hous charging should be more than enough to charge a battery completely. And a long time connected  to the charge Is never good for the lifespan of the battery. 

so I always took care of that and that I used the battery completely till it was (almost) empty

The problems continue to exist.

what is the next  step

[RicardoFitbit]

Hello again @Mash284, sorry for the delay in responding your post. Thanks for your reply.

I appreciate the details that were shared with me and the images that were posted, I'm sorry to know that you're still experiencing difficulties with your Ionic even after trying some of the troubleshooting steps that were previously shared. I was informed by our Customer Support team that they received your email and soon will be in touch with you to get you back on track. Please keep an eye on your email inbox because they'll respond your message as soon as possible.

I'll be here if you need anything else.  

[Mash284]

Ricardo,

do you know when customer service contact me? To update you with some other problems:

my steps, heartbeats swimminglaps, activity minutes are not registered. 
after swimming I wanted to stop the activity what was not possible. The time was only registered, nothing else. I had to tried several times. The watch went on a total lock. So I gave up trying.

the watch could only unlocked today by the app.

I had already  for al long time now that during the day The I needed to enter my pin to unlock. It f I wanted to go to functions. Normally this only is necessary every 24 hrs or when the watch was off my wrist..... I accepted that....

It is not fun anymore wearing the watch with all the issues and no accurate Informatie. Only the time is right. Although I often need after charging do a few synchronizations to get the time right.....

I can say that my watch has mental breakdown ! And it is less than 1 one year old. Totally not what I expect from a whats like this. Although your help and former service is great. I prefer nevertheless I great watch With a longer lifespan!

can you ask customer service when they contact me. Thanks!

Or do I need to send them a reminder?

thanks for your help!

[RicardoFitbit]

Thanks for your update @Mash284 

I appreciate all the details that were shared in your post. Due to recent events affecting our operations, support options are limited and wait times are longer than usual. Please keep an eye on your email inbox because they'll contact you as soon as possible. Keep in mind that if you send a reminder to our Customer Support team, you're sending your case back to the queue so they will not have the chance chance to see it and assist you accordingly.

I'll be here if you need anything else. Your patience is appreciated.

[Mash284]

Dear Ricardo,

In July this year I received a replacement Ionic due to problems with my Ionic. Now only a 4 months later this Ionic has also having serious problems. I have contact Fitbit Customers The Netherlands on 8 November. And they can not find any registration of my the notification which started with you on 24 June this year. Somehow the registration of the problems and the replacement are not captured in my file. Due to the problems in June 2020 I received a replacement offer in the beginning of (7) July this year.

I have obvious received an inferieur Ionic if it has battery problems within 4 months of use! Fitbit The Netherlands claims no registration of any problems within the guarantee period. Which ended apparently on 25 July this year. I have send my email communication about the replacement. Still they ignore this. I sent it already 3 times and they still ignore this communication and these fact. So now I have send them again that communication and a copy/transcript of our communication as of 24 June this year. They also ignore that I have send them the case number which belongs to the replacement offer of 7 july 2020. #36538874

Can you contact them or make an registration of the case? Or contact your colleagues Eli/Laura how made the replacement offer. And connect them with the Netherlands division? Iwo G or Aline CH. are the colleagues how responded on the new case. They have offered an reduction of 35% on a new buy and ingnore the information about my notification i 24 of June 2020. The new casenumber is #38391908

And so you know; My fitbit charge with a fracture in the screen and which I obviously did not use after buying the Ionic, is still working after a long time of not charging. The handle of the charger causes fractures, but I had no software problems. I cannot say that of the Ionic – that watch has serious software problems!

I hereby give you also the information about my notifaction of the problems and the mail I send to customer service The Netherlands.

1. the battery is empty after less than 8 hours wearing. I only wear it whithout using functions which have effect on the battery like using activity programs (!), timer, screen light, or other functionality. And have no connection for e.g. whatsapp of music via the phone.
2. after a night of charging, the battery is often not charged to 100%
3. when I use the timer - and the time has ended - I cannot stop the buzzer. Or only when I push 2 or sometimes the 3 buttons in together at the same time and hold it = a reset. But than the battery is also dropped down to 0?!?

I honestly ask why I have a smart sport watch if I cannot use the functions due to this problems.... If charged during the night, put it on my wrist as of 09:00 the battery is or could be empty as of 16:00 hrs. So I need to charge it again. That is not normal. My former watch could easily without charging for a few days.

Was the sent 'new' Ionic not so new? Or a problem Ionic sent back which was refurbished? In that case the renewing/refurbishing did not go well..... 

I am really disappointed with all the problems I had with the Ionics and the charge. Your service is excellent up to July this year. Now I would rather had an excellent watch which have no problems within a year.

And of course I have done the reset which you advised me with my earlier Ionic. 

Looking forward for your help.

Regards,

Mariska Hoogland

[awdub]

Glad to know that I am not alone with Ionic issues.  My watch is not even a year old and I continue to have problems with no help from customer support.  Very disapointed with this product.