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Ionic screen not working

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‎06-16-2019 08:39 - last edited on ‎06-17-2019 11:49 by Fitbit Moderator

‎06-16-2019 08:39 - last edited on ‎06-17-2019 11:49 by Fitbit Moderator

Periodically over the last several weeks it would be unresponsive to swiping. The display would have several lines through it and would flutter like a weak hologram. Now there is no display at all. The screen will lighten slightly when buttons are pressed, but otherwise its black

 

Moderator edit: Subject for clarity 

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3 REPLIES 3

‎06-17-2019 11:49

‎06-17-2019 11:49

Hi @BF-220 welcome to our Community Forums, I'm glad to help you with your Ionic device.

 

Certainly, this is not a common situation nor the way we designed our Ionic to perform. That said, if you haven't already done so, I recommend you to restart your Fitbit with the steps that are specified on: How do I restart my Fitbit device? and then let me know how it goes.

 

Keep me posted, let me know if you have any additional questions too.

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‎06-17-2019 13:14

In response to RicardoFitbit

‎06-17-2019 13:14

Hi Ricardo. Thanks for getting back to me. I've tried restarting the Ionic
but the problem, as you might imagine, is that you can't see anything.
Being unable to see anything on the display prevents me from following the
steps outlined.

When the screen is not in use, it is completely dark, as in 2162.


When pushing the button to activate the screen, the blackness is not quite
so inky, and you can tell the display would be on, except that it isn't.
Its just slightly less black than it otherwise would be, as shown in 2163
and 2164.

I look forward to any other suggestions that you have, keeping in mind that
the display simply does not work, and thus you are unable to see what may
or may not be on the screen.
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‎06-19-2019 17:36

In response to BF-220

‎06-19-2019 17:36

You're welcome @BF-220 thanks for your prompt reply and the information that was shared with me. My apologies for the delay in responding.

 

I appreciate your time restarting your device as per suggested in my previous post. I'd like to let you know that our Customer Support team was contacted on your behalf to receive further assistance directly with them. That said, please keep an eye to your email inbox for their contact, they'll be in touch with you soon to get you back on track.

 

In the meantime they contact you with the ticket I've created, don't hesitate to contact me back if you need anything else.

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