Ionic salt water resistant

[Jan-eran]

I am the proud owner of Fitbit Ionic. At least, until my first swim in the ocean. On a regulering basis I do poolswimming of 2000 meters, today I was in the ocean scratching the surface maximum 20 mins swim before I discovered the Ionic went black.

I exit the ocean immediately for a proper rinse in fresh water, with NO luck.

I think I have been misled by Fitbit, thinking this unit was water resistent to 50 meters.

apparently these 50 meters must be horisontal distance, not depth...

anyone suffered same fate recently on their Ionic ?

I would be very interested of replacing my unit, Cause I really do Enjoy this tool.

but......

if this flaw is a valid limitation, I will switch to something more stable.

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hello @Jan-eran welcome aboard. I'm here to help you out with your Fitbit.

Let me share with you that our Ionic is water resistant up to 50 meters for use in the pool, ocean, shower or rain. However, just make sure you're rising off the salt water after an ocean dip to prevent salt buildup, as with any other device. If your device is not responding, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and take in consideration the steps that are specified there. This article also include a restart process, which will be helpful to refresh your Ionic performance. 

Let me know how it goes, I'll be here if you need anything else. 

[Jan-eran]

Hi Richardo.

tnx for your reply. 

I did follow your recommendations tonight, attempting to restart my Ionic by the way described on fitbit tutorials.

unfortunatly, my Fitbit Ionic still appears to be completely dead.

it does not respond in any way on my attempts to push and hold buttons . The terminals were rinsed and cleaned, but without luck.

since fitbit holds out these parameters in advertisment, am I eligible to swap unit on warranty ?

[RicardoFitbit]

You're welcome, it's a pleasure to assist you @Jan-eran. Thanks for your reply and update.

I'd like to begin appreciating your time troubleshooting this situation with me, seems odd that your device is not responding at all with their buttons. Prior moving forward with our warranty policies, I'd like to suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please follow the next steps:

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. 

I'll be here if you need further assistance. Keep me posted. 

[Jan-eran]

Hello once again Richardo.
Thank you very much for your follow up on my Ionic issues.
I have accomplished your suggested method twice in process of a hard reset of my item software.
Still, it appears that my Ionic is completely dead, in terms of being all non-responsive to combinations of buttons input.

I left my Ionic on the charging pod for a whole day to ensure my unit was given power.
Still, after pressing and holding the prescribed buttons, the unit was not responding, display all dark without any fitbit logo to appear.
I will return from vacation tomorrow, Then I will contact the sales branch, to have the unit repaired or replaced.

Thanks again Richardo. I do appreciate all your help and support 👍

Mvh
Jan

Moderator edit: Removed personal information 

[RicardoFitbit]

Hello again @Jan-eran thanks for your update, note that it's always a pleasure to assist you. My sincere apologies for the delay in responding.

Thanks for taking in consideration the factory reset procedure that was provided on my previous post. I'd like to let you know that I can contact our Support team on your behalf to receive further assistance with them and provide you with some options based on our warranty policy, however, if you're going to contact the retailer where it was bought, please keep me posted so I can move forward accordingly.  

I'll be looking to your reply. Let me know if you have any additional questions, hope that you enjoyed your vacations. 

[wileymarques]

Hello @RicardoFitbit , I just had the same problem @Jan-eran faced.

My Ionic is also non-responsive to any of the instructions provided above.

What do you recommend to do next?

Thanks.

[Jan-eran]

Hey Wiley.
Following the instructions given from Riccardo, I was still unable to restart my unit.
Next move was a visit to nearest authorized Fitbit dealer.
They admit responsibility, no questions asked. New item in hand immediately.
In all, the best solution.
Thanks for the feedback, i wish you all the best restoring your new item 😊👍

Mvh
Jan-Erik Andresen
11132
Norwegian Air shuttle
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