Ionic not working after swimming

[Parky291]

Went swimming (local pool) today and after coming out noticed my watch had gone blank. Dried it out and tried charging but nothing showing. Checked and cleaned the contacts, to no avail. I've tried the reset, but nothing shows on my screen. I get a vibration, but nothing visually. Please help

Moderator edit: Subject for clarity

[GySgt_Seidell]

Good Morning @Parky291  and welcome!  Sorry to hear of your problems.  Is this the first time you have gone swimming with your Ionic (it is certified for water use)?  From your post, it would appear that your Ionic is working, but the screen isn't responding, is that accurate?  So, lets try this...  Connect your Charging Cable to a USB outlet and than connect it to the Ionic.  What does the display show when you do this?

Please advise and thanks!

[Parky291]

I have been swimming many times before, but never encountered any issues. I have connected the charger to the watch, but no change. The screen is still blank 

[GySgt_Seidell]

Hello @Parky291 , so lets try the Factory Reset and see if that will get things going for you.  Here are the steps for the Factory RESET.  You need to hold ALL three buttons down at the same time and than "AFTER" 12 seconds release the bottom right button.  If you do it properly, you will feel your Ionic vibrate after releasing the bottom right button.  The timing can get tricky, so you may want to attempt this a couple times, if you do NOT succeed on the first try.

Please advise if you need further assistance and thanks!

[Parky291]

So I've conducted the factory reset as per your guidance and did get the vibration on releasing the bottom right button. I still do not have anything on my screen and on trying to turn it on, I get nothing. There is nothing appearing when putting it on charge either.

[GySgt_Seidell]

okay @Parky291 ...  When did you purchase your Ionic?

[Parky291]

I've had it since Jan 18

[GySgt_Seidell]

@Parky291 one final quick question, is the sensor light on the back of your Ionic currently doing?  Thanks!

[Parky291]

The sensor on the rear is not flashing at present.

[GySgt_Seidell]

Hello @Parky291 , I have escalated your case to the Forum Moderators for review and action.  You should be hearing from one of them within the next 24-48 hours!  Good Luck and I hope all works out well for you!  Should you ever need assistance in the future, know the Community Forums are always here to help!  Thanks!!!

[Parky291]

Thank you very much for your help and assistance. Hopefully I can get this
resolved soon.

[YojanaFitbit]

Hi @Parky291 thank you for reaching out to the Community. Thanks for the help @GySgt_Seidell.

Thanks for following all the suggested steps and for contacting our support team. We strive for excellent customer service, and customer satisfaction remains our number one goal. They already took your case under their wings, they will be glad to keep assisting you. Please keep an eye in your email inbox, you'll get some information about your case.

Please let me know if you need anything else! 

[Parky291 · Accepted solution]

@GySgt_Seidell 

Thanks for all your help, replacement watch is on its way.

[GySgt_Seidell]

@Parky291 no problem, I'm glad I was able to assist you!  Remember, the Fitbit Community Forums are always here to assist!  Thanks and Keep on Stepping.....

[YojanaFitbit]

You're welcome @Parky291 Please feel free to come back at any time, we try to take care of all the members of our family. 

I dont' know if you're familiar with our Discussions board, there is a really good chance for you to like it. In case that you haven't do so, check it out! You might be interested in these topics: Get Moving and Challenge Your Environment.

See you around @GySgt_Seidell.

Keep stepping around in the Forums! 

[Dbenaharon]

Having the same issue,  tried the fix mentioned above with no response,  (back light not on) or even a vibrate.  watch is from January 2019.  Advise 

[Bahappy1]

Here the same, I always wear it swimming, soi also yesterday evening, I could even monitor the results but at home it said battery 0%, it would not charge, after a reset it said batery 14%, shortley after it went to 10 % and later to 0%, it won't reset anymoire , it is dead. I send it back to the shop (had it for 16 month's) and bought the new versa 2 (for a try), I await reactions of dealer.

[curlygirlie]

Hi,

Please help! I love my Fitbit and I'm having the same problem.

This problem just happened to me for the first time. I've had the watch for over a year now, it's always worked fine in the pool.

Today it spazzed, eventually froze, wouldn't respond and shut down.

I tried all your steps. No response from any of them.

What should I do? 

Thank for your help!

Does that mean anything, before I go onto 

[tekneek02]

Good morning! I am having the same problem with my brand new Ionic. Was in the pool for less than an hour. The Fitbit seems to be tracking still but the touch screen is no longer working. It has been 2 days. I scrolled through the  help forum and troubleshot based on recommendations to others to no avail. Any further assistance would be greatly appreciated. This was a gift from my wife and I've really enjoyed it. 

[curlygirlie]

Hi,

So sorry to hear that, it sucks, doesn’t it!

How long ago did you buy it? If within a year, Fitbit will replace it. But if after, they are harsh and horrible about supporting their defective products.

Once spends SO much money on expensive things that only break soon after, it’s a terrible way of business. I had to throw mine away. Just like that. Wasted money.

If you plan to buy another one, don’t give them anymore of your money lol.