Ionic's display not turning on

[Tfrusti]

Overnight, the screen on my Fitbit Ionic seems to have stopped working. The device logged my sleep score and steps this morning.

When I noticed the screen not working, I attempted a restart by holding the single button and the top button on the right. During the restart process, the device vibrated and I was able to see a faint color change on the dark screen (no Fitbit logo, though).

At this point the device cannot be located when I attempt to sync with my phone.

Can  anyone offer advice? Do you think my Ionic needs to be replaced?

Thanks in advance.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @Tfrusti, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here. Since the restart process didn't resolve the issue, please try the following steps to perform a factory reset:

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 the issue persists and if you have any additional questions. 

[Tfrusti]

Hi @RicardoFitbit ,

Thank you for the suggestion. I followed the steps for the factory reset and was able to feel the vibrations indicating the factory reset process. Unfortunately, I only got a faint blue glow on the screen - no Fitbit logo.

[RicardoFitbit]

You're welcome @Tfrusti, thanks for your reply.

I appreciate all the details that were shared in your post and for trying some troubleshooting steps prior to posting, certainly, your Ionic device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, 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.

[cannons14]

Yes. Go to chatline.

[Tfrusti]

@cannons14 I'm not familiar with chatline. What is it? Where is it?

[Tfrusti]

@RicardoFitbit Thanks again. I will watch my email inbox for assistance from Customer Support. 👍

[RicardoFitbit]

Thanks for your reply @Tfrusti.

You can contact our Customer Support team via chat as @cannons14 suggested here. However, since I've created a case on your behalf with them, my best advice at this moment will be to wait for their reply to receive further assistance. 

Let me know if you need anything else.