Ionic restarting when I swipe up

[Chrism22]

My Ionic, less than 2 years old. Started to reboot every time I swipe up to get daily stats. Everything else is working fine, it's just the up swipe. I have tried rebooting it a number of times. This was possibly after an upgrade. Anyone have any ideas?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Chrism22, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Since restarting your Ionic didn't solve the issue, please try the following steps to perform a factory reset procedure 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. 

Let me know if further assistance is needed and if you have any additional questions.

[Chrism22]

Hi Ricardo,

I have reset the Fitbit Ionic but can't follow the instructions to upgrade the firmware as I can't find the icon either in the phone app or dashboard here. The watch is just telling me to download the app. The app is still installed on my phone and I have checked that there are no new versions. The first step in the instructions is to click the Fitbit connect icon, located near the date and time on your computer. I can't find this icon or the mentioned menus so can't proceed. I might be missing something but I have looked at all the menus and can't find anything. Do I need to set up the watch first?

Ta

[Chrism22]

Hey again,

Just checked in set up and it's saying I already have an Ionic set up. So guess not.

[Chrism22]

Hey again, again,

Setting it up doh.

[RicardoFitbit]

Thanks for your updates @Chrism22.

I appreciate all the details that were shared in your posts. In order to update the firmware version of your Ionic, you need to first set it up with your Fitbit app. Since you're receiving an error message saying that you already have an Ionic setup, please go to your account, then tap on the device image and unpair it. Also, go to your phone's settings, then tap on Bluetooth and unpair the Ionic from here as well. 

Once the device is unpaired from both your account and phone, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device. Then, you can move forward and try the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes. 

Let me know if further assistance is needed and if you have any additional questions.

[Chrism22 · Accepted solution]

Hi Ricardo,

It's all good. I just chose to set it up as a new Ionic. Worked fine. Had to restart my phone before it would let me do the firmware update. But once that was done all I had to do was set up my wallet, pass code and notification preferences, I had to set up the wifi at some point too.. Everything else was fine, even kept my chosen watch face/app.

So glad I did this because there are been other features not working properly, apparently, which are all now working, so that's nice.

Thanks for your help!

[RicardoFitbit]

I'm happy to know that your issue was solved @Chrism22, thanks for your reply.

Please do not hesitate to contact me back if you require further assistance in the future or if you have any additional questions for me to answer, I'll be here ready to help you out. 

Because your issue was resolved and just if you're interested, I want to suggest you visit our discussion forums and participate over there. There are several users that share helpful information and tips about eating well, how to manage your weight, better sleep, a mindful lifestyle and some inspiring stories too.

Thanks for being part of the Fitbit family, it was a pleasure to assist you.