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Ionic screen fades black

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‎10-27-2019 12:47 - last edited on ‎10-28-2019 15:20 by Fitbit Moderator

‎10-27-2019 12:47 - last edited on ‎10-28-2019 15:20 by Fitbit Moderator

Problem just started today: my Ionic screen fades to black and cannot be woken up.

 

I have tried the hard restart (holding the back and bottom buttons) and that reboots the watch and brings up the screen for a few seconds, then it fades again.

 

Tried that a few times, then used one of the brief periods the phone was awake to do a factory reset.  Now, whenever I perform the hard restart I get the “Data not cleared, sync & try again” message.

 

Following instructions for re-pairing the watch with my phone don’t work, though, because after a few seconds the Ionic fades out again and my phone says “Looking for Ionic...”

 

Please help!  How can I get my Ionic back working again?

 

Moderator edit: Subject for clarity 

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‎10-27-2019 13:25

‎10-27-2019 13:25

Contact Customer Support.

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‎10-28-2019 15:20

In response to SunsetRunner

‎10-28-2019 15:20

Hi @MrOvenmit, welcome to the Community Forums! 

 

I appreciate the details that were shared in your post, thanks for troubleshooting your device prior to posting too. I was informed by our Support team that they are already providing you with assistance regarding the difficulties you're currently experiencing with your Ionic device just as @SunsetRunner suggested. That said, please keep an eye to your email inbox for any update from them, they'll provide you with a resolution in a timely manner.

 

Don't hesitate to ask me any additional questions you may have, I'll be around.

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