Ionic not turning on

[Rosiedoh]

I was unable to key in my pin number as screen seems to be frozen, after a number of attempts the screen went black, I charged it and green lines appeared down the middle of screen. The watch won't turn on, I cannot reset it, there is no light at the back of the watch, my app tells me that the battery is full. Where do I go to from here. It just seems to be completely dead, I have the watch near 3 years 

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Rosiedoh, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. To better assist you with this, can you please let me know if your device vibrates when you start charging it or is it 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. 

Looking forward to your reply.

[Rosiedoh]

The phone is completely unresponsive. On the app on my phone the battery is showing up as full. When I plug in the phone the screen goes for jet black to a light black if you can understand. 

[RicardoFitbit]

Your reply is appreciated @Rosiedoh.

Thanks for the details that were shared in your post. I'm a little confuse right now, is your Ionic or your phone not responding? As it turns out, your last post mentions that when you plug in the phone the screen goes black, can you please clarify? If you were writing about your Ionic, can you please confirm if you already tried the troubleshooting steps that were shared on my previous post?  

I'll be waiting for your reply.

[Rosiedoh]

Apologies, I should have said my watch is completely dead, I have tried to reset to factory setting, no luck. When I plug the watch into charge nothing happens, it does not vibrate when charged. On the Fitbit app it tell me that my battery is full so the issue is not with charger. I updated my watch recently and from reading this forum the update seems to have caused problems with the iconic. I have the watch 2 years not 3 as previously stated. 

[Rosiedoh]

@RicardoFitbit  please see above reply

[Rosiedoh]

@RicardoFitbit 

How can I get Fitbit support to contact me regarding my iconic watch no longer working? It is very frustrating been without my watch as you can appreciate. 

[RicardoFitbit]

Your updates are appreciated @Rosiedoh, sorry for the delay in responding.

Thanks for taking the time to clarify your issue, I'm sorry to know that your Ionic is still not turning on. Because the steps that were shared on my previous post didn't work, please try the ones below 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 keep me posted.

[Rosiedoh]

Thank you @RicardoFitbit for reply.

There is no logo on the phone at all, even when I press and hold the buttons. The watch is unresponsive and completely dead. Where do I go to from here? 

[RicardoFitbit]

You're welcome @Rosiedoh, it's a pleasure to continue assisting you.

I'm sorry to know that you're still experiencing difficulties with your Ionic, certainly, it's not working as the way it was designed. That said, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.