Ionic screen went blank, wont turn on

[epoll]

Recently, my ionic screen stopped responding to touch and started flashing weird colors across the screen. After this, the screen went black and has been completely unresponsive since. I have spoken to customer support and tried to restart it several times with no luck. It sounds like it is broken and the only option I have been given is a discounted product since I have had it for a little over a year. I'm very disappointed because it was working perfectly until this happened, and I don't know what to do. Does anyone have any suggestions?

[BryanRic]

Good luck, I spend 30 min in chat and then called in all they try is hitting buttons and then brush you off with you're out of warranty here's a 25% discount.  I want to know why it died and why so many are dying within 6 months of the warranty expiring.  

[Rstellar]

Same thing here! A friend gave me her new in box, never used ionic that was over a year old (her son had given it to her for Xmas, and her husband had also given her the iwatch) I wore the watch for appx 2 weeks and it just stopped. Went black as I was on a hike with full battery charge. I have tried all the resets, nothing will turn it back on. How disappointing that they will not replace, and only offer a discount. 

[GySgt_Seidell]

Good Morning @Rstellar .  Have you tried to do the Factory Reset?  That will usually get the Ionic back on track.  Please advise and thanks!

[Rstellar]

Yes, I tried holding all 3 buttons for 30 seconds, nothing happened. 

[Ionicdied]

My ionic just died...black screen.  I tried everything suggested in all postings.  Still dead.  It is only 16 months old.  Just out of warranty and Fitbit would only offer 40% discount on the next purchase which could also die in 15 months.  This can't be a good deal.  

[Rstellar]

This seems to be a big problem, as there are so many of us posting about
the exact same thing. Too bad Fitbit won’t step up and standby their
product. That should offer to replace the watch for a small
service/shipping fee.

[martinw73]

Hi I did all that and it vibrated to show that the factory reset worked but the screen remained blank. The logo never appeared. 

I have been onto support who are sending a replacement, thanks for your help anyway

[martinw73]

Hi Johnny, I tried that when i actually could see the screen and it was just flickering. It then went completely blank after the factory reset 

[Rstellar]

Was your watch under 1 year old?

[martinw73]

Hi, Yes same here, i tried everything put on the forums, change clock face, factory reset everything. I contacted support and they are sending a replacement as it is in warranty. I suggest you contact support if you have tried all the fixes suggested

[BryanRic]

Agreed, there are numerous threads on this with tons of "Bricked" Ionics in the last few months that just died out of the blue.  Just think about all the folks who don't use the forum going through the same thing.  I get warranties expire, but when there is an obvious major issue, not once in any thread did anyone ask for a "Bricked" Ionic to be sent in to have their techs/product support try to figure out what happened.  For me mine had a 52% charge at 12:08PM and by 1:30PM it was dead.  Fitbit needs to step up and address this issue.  

[Ionicdied]

Oh yes, they will gladly send you a replacement piece,if your warranty is still good.  And then, eventually your replacement will die and be out of warranty because the warranty is only good to your original purchase date.  I can say it because it happened to me....

The probability that a second one dies has to be high or I have extremely bad fitbit luck.or are they really sending you a new piece? or do they just have a pile of bad lot where it has the issue and it is being used to send as replacement...a Fitbit conspiracy....I wonder.

[SunsetRunner]

I offered to send my “bricked” one to them for just that purpose and never got a response back.

Jules

Sent from my iPhone via string and two cans

[Suziqu]

Mine stopped a few days ago.  Followed all of the suggestions, no luck.  I'm still under warranty.  Bought new in December.  Very disappointed that this is so common and they aren't reaching out to us to resolve.  

They've started a ticket for mine.  Waiting to hear back.  

Good luck everyone.  I hope they will do the right thing regardless of warranty since this is an obvious Ionic Fail.  

[RicardoFitbit]

Hello guys! Welcome aboard @Bonzijac @Ionicdied @Suziqu. I'm glad to see you posting in this thread and participating @BryanRic @Rstellar @martinw73 @SunsetRunner, I'm here to continue providing assistance. Your willingness to help is appreciated  @GySgt_Seidell 

Sorry for the inconveniences some of you experienced with the Fitbit products and I want to thank all of you for the time you took to share your thoughts with us regarding our Ionic device and our Customer Support team, your feedback and comments always help us to improve our products and services. If any of you haven't already done so, please follow the steps from our help article: Why isn't my battery charging on my Fitbit device? which also include our restart process. Then, please try our factory reset process following 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.

As a friendly reminder, you can always check our Returns and Warranty policies to understand better the response from our Support Team.for any warranty-related reply and contact them back if you have any additional questions in regards their replies.

I'll be here. 

[ionic-jo]

You would think if there a problem with the ionic fitbit, namely the screen going blank/black, fitbit would be anxious to fix it, so how should they go about doing this

I believe every faulty watch should be sent back, and fitbit need to get a independent report from a qualified professional to show what has been causing the manufacturing defect.

And from there you begin to fix the issue, which could be something like the motherboad has failed, and try to fix it

[Suziqu]

Thanks for helping. I did all of that repeatedly and finally saw the
Fitbit logo..... For 5 seconds and then it was gone. Then I got a data
didn't clear sync error message. That was yesterday. Now it's back to the
blank screen again.
Now what shall I do?

[Suziqu]

I agree. I've searched the internet and found so many instances of the
same things. It's a problem with the watch and should be fixed with a
software update or as you suggested they take them back regardless of
warranty and identify the source fix or replace and return our watch. I'm
under warranty if I understand everything correctly.
I'm glad we got a response here from Fitbit. I appreciate that. I just
hope they don't just give us one quick fix that may or may not resolve the
issues after another.
All of that hasn't helped my issue anyway, but if it did, I don't want to
know I'm going to have to reset the watch regularly.

[Ionicdied]

Hi Rucardofitbit,

Thanks for for the help.  However the frustration is that all the help that Fitbit is the wrong help.  As the string shows, the ionics are dying beyond 1 year warranty and as such $250 has been wasted after 1 year.  It’s a great leasing program for Fitbit but not sure I can afford even for my good health.  

Also to note that your support does not go unwarranted, I have been trying the factory reset procedure everyday for the last 7 days thinking that the Fitbit gods would help.  Sorry to say the sign (ie logo) was not there. ....naive me.

[RicardoFitbit]

Thanks for your replies and updates @ionic-jo @Suziqu @Ionicdied I'm glad to continue assisting.

@ionic-jo Thank you for your comments and suggestions, we will keep in mind your post since we're always striving to improve. Let me know if I can do anything else for you.

@Suziqu @ionic-jo Thanks for troubleshooting this with me. Our Support team informed me that they already provided both of you with assistance regarding your Ionic devices, therefore, I recommend you to contact them back if more information and details are in need about their resolution.

I'll be here if you need anything else.