Ionic screen not turning on

[mcsully]

The screen had vertical colored stripes and after trying to reset the watch, the screen went black.  I could hear my alarm today went it went off...I can not see anything on the screen.  I am so frustrated because this is what I use on my runs.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @mcsully, 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 this matter, please follow the next steps to perform a factory reset on your Ionic 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. 

I'll be here if further assistance is needed.

[Ferdzmac]

My ionic also could not turn on after a factory reset as instructed. Have tried plugging in charger and won't turn on. What else can I do?

[mcsully]

I have reset fitbit, changed clock face and spoke to another fitbit support who walked me through factory reset.  No change.
See attached pictures





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[Malmac]

I tried theses steps as my ionic showed the logo since yesterday afternoon. 

The steps for the solution did not work, my ionic just showed the logo again after I released the top right button. The logo remains on the screen flashing on and off. I have the ionic on the charger but I do not thing it is actually charging the battery.

What additional steps should be taken?

M.

[mcsully]

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[AndrewGC]

I have also had this issue, which seems to be a common Ionic issue with screen dying, my battery would only last 10-12 hours once the screen died, now after day 3 of this issue it has now stopped charging.

Being as this appears to be a common issue, what actions are in place for Ionic owners now in this position?

[Ancora]

I have a similar issue.  In the last few weeks, from time to time, my ionic would show blocks of different colors for a while.  Then it would go back to normal.  It also started resetting every time I plugged it in to charge it.  Then today, with a full charge, it wouldn't go into exercise mode.  When I selected exercise, it would pop up a message that had a big question mark, but the message would flash by too fast for me to read it.  It would just go back to the clock.  So I wasn't able to log my exercise session.  A few hours ago, I decided to reset the ionic to see if that fixed the exercise issue (the reset where you hold the left and bottom right buttons long enough for it to go off).  Now the screen is just showing the fitbit logo, which appears for about 20 seconds, then flashes off for a second, and goes through this same process over and over again.  This has been going on for hours.  I tried the three-button reset, and it did not make a difference.  Was there a recent firmware upgrade???  My Ionic is now unusable and inaccessible.  So now what?   Update: Three days later, and still the same issue.  My Ionic shows the fitbit logo for about 20 seconds, then the logo disappears for a second, then comes back for twenty seconds, and so on and so on.  I can't access the Ionic, nor can I even reset it at this point.  It is completely unusable. 

[Malmac]

For anyone to read. 

I ran into the same problem as "Ancora." "  Update: Three days later, and still the same issue.  My Ionic shows the Fitbit logo for about 20 seconds, then the logo disappears for a second, then comes back for twenty seconds, and so on and so on.  I can't access the Ionic, nor can I even reset it at this point.  It is completely unusable."

The problems started for me a few weeks ago ( see previous post).  My resolution to the problem was to return the ionic watch. I took out when purchased a 3 year warranty, as this is my second ionic. The first ionic I bought lasted two years before issues started, fortunately I also had a warranty replacement. The second ionic stopped working correctly with a week of the time of the first one I purchased. Both watches I have used consistently for walking/jogging, fitness training, along with other features. Do I hate the ionic and its failure "no," but I am highly disappointed. I do not know what I will do for a new fitness/smartwatch. I guess in the end all I can say is, spend the extra money on a warranty because you will need it. 

[Roniedarunner]

This is so frustrating. Do they expect us to just go and buy a new one?

[mcsully]

Honestly, I am done with Fitbit.  This is the 2nd one...my Charge died and then my Ionic.  I am unhappy with the response time and the lack of customer service.  I have since purchased a Garmin Vivyoactive 3 and love it.

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[Malmac]

Sadly, ( I love my Ionic) I'm looking at alternate choices for the fall. Google purchase of Fitbit has not yet been finalized.

[Ancora]

I decided to go with the Garmin VivoActive 4 instead of buying another Ionic.  Newer model and many of the same features that I liked in the Ionic.  So far, so good. I originally bought a fitbit charge 4 to replace my Ionic, but when I discovered that you can't read the display when you are outside, and that the GPS was very flaky, I returned it.  That's when I decided on the VivoActive 4.  Haven't been disappointed. 

[Karmoon]

Hi, as of yesterday I too have been unable to have a screen. I could pair the phone and Fitbit to the point it asked for a pin which couldn’t do because the screen was blank. I’m hoping customer support can do something. I’ve been loyal for 3-4 years now but that’s been 4 replacement or newly purchased watches. That’s not good value for money in my book