Ionic not working after firmware update

[Marcus1975]

Hi 

I have updated my ionic. Now it is sort of broken. 

It still seems to track steps and sync with the app but I can't do anything with it. The screen will only briefly flick on and when I can get the screen on it seemingly does not respond to any touch. 

I have reset multiple times. Do I need to try a factory reset?

If I do need to factory reset - then how do I do this given the phone screen is not responsive?

Many thanks

Marcus

P.S. Rapidly losing faith in Fitbit products after this and my drama with the unreliable Aria 2 Scale. 

[Robertleblanc]

Call customer support. If under one year in US.  They will send a replacement. There is no fix. Call customer support 

[jess1971]

I'm having a very hard time understanding what is going on here. If Fitbit is sending out firmware that is destroying people's watches should't they send them a new one even if it is out of warranty? I think we deserve an answer here! I can't get mine out of the loop book thingy. Yes the screen is nearly unreadable, but the after factory reset mine would never boot up either but I'm out of warranty. I think they have some explaining to do.

[Robertleblanc]

I think you are right. Mine ran fine until I updated it. Luckily I had it for 11 months and Fitbit sent me a new one. Knowing what I know now I would never buy another one. Fitbit knows there’s a major problem all you have to do is go on the forum sites. I think they are in damage control mode. Serious problems in the firmware and technology are apparent. There are a lot of unhappy customers.

Sent from my iPhone

[smoseley]

The same thing happened to mine.  I ignored the update notice for months, and my watch just kept taking longer and longer to sync.  In fact, I often had to restart it several times to get it to sync, so I finally did the update and the watch stopped working completely.  I find it funny that the other comment said "if less than a year", as mine started messing up just shortly after the one year mark.  I recently ordered a newer version of the same watch, hoping this one will have better luck.  It said it would take about 30 minutes to set up, but it took me hours, as it kept failing to update and I had to start over. I have gotten too accustomed to the benefits of having this smart watch.  I wish some other company would come out with a better, more durable version that would last longer than a year though.  I have had 3 different fitbit items and they all lasted about a year and even though it says it's water resistant,  I never wore my last smart watch in any water, yet it still didn't hold up. $200-300 is a lot to pay for a-1-1/2 yr's worth of use.

[Robertleblanc]

Thanks for the reply. I love my Fitbit too but so many unhappy customers. When this replacement one dies I will get an Apple Watch. I have an I phone and apple computer so it makes sense to me. But I wish Fitbit was more reliable because when they work they are really nice. Just bought a leather strap on Amazon for it for $14. It came and looks great and works great. Fitbit wants $59 for a leather strap on their site. Also got a charging stand on Amazon for my Fitbit for $8. Good luck.

Sent from my iPhone

[Robertleblanc]

If it’s under one year call customer support they will send a replacement.  There is no fix and no place to send it for repair. Been there done that.  Good luck.  Call customer support.  

[Marcus1975]

Am getting a new one sent out. Fortunately, in Europe, the warranty is two years or would have been about a month out of warranty. It will be the last Fitbit product I buy though - bits of it are great but it's just not a reliable and finished product. 

[Robertleblanc]

Good for you.  By reading post here I have learned the warranty period is different in the Us than the Uk.   Good luck. Best to you. 

[Robertleblanc]

I have decided to not post anymore on this forum for several reasons.  I don’t believe I can add anything else that would be useful. I have just related my experience with Fitbit and what I did to resolve it. I know what to do if and when my Fitbit malfunctions.  When my current device has lived out its life I will then decide if I will stay with Fitbit. Good luck to all.