Ionic showing Fitbit logo only

[mnmm]

While trying to do a firmware update on my Ionic yesterday using my iPhone, I could see the progression on the Ionic screen and my phone was showing "installing".

After 2 hours and I had to leave my home I shut my phone down and the Ionic is locked with the Fitbit logo on the screen, until the power runs out and the screen goes blank. I read about restarting the Ionic with the charging cable connected to the charger and holding the button for 4 seconds...I assume it's the single button on the left side.....nothing happens. I tried connecting to my Mac with the USB cable and can't get the screen to release on the Ionic. HELP please

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @mnmm, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before to posting over here, I understand how frustrating this situation can be for you. Since the restart process didn't resolve your issue, please try the following steps to perform a factory reset on your Ionic:

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. 

Looking forward to your reply, let me know if you have any additional questions.

[mnmm]

Hi and thanks for your inout.

I have the FitBit logo on the screen and can't connect to my iPhone which I was able to before so I'm cable connected to my Mac. Have tried the factory per your instructions and I get to the log going away and release of the lower right button and there is no vibration. The logo comes back on the screen and after about a minute I just let go of the buttons.

Further suggestions please 

Malcolm

[RicardoFitbit]

You're welcome @mnmm, your reply is also appreciated.

Thanks for troubleshooting your Ionic with me. I'm sorry to know that you're still experiencing difficulties. I was informed by our Customer Support team that they provided you assistance with your Ionic device over the phone, therefore, my best advice for you at this moment will be to contact them back if you require further assistance or if you have any additional questions about the outcome of your case.

I'll be around if you need anything else.  

[stalo71]

Did you receive any more hints from customer service? Mine is doing the same- no vibrations after letting go of bottom right button 

[mnmm]

Thanks for your reply.

I’m not very happy right now with FitBit.

After an hour on the phone with Cust service she concluded the Ionic was dead and needed to be replaced.

In the steps she took to problem solve she told me to remove my device from my account, which I did. I also said I didn’t want to lose my data.

Today it is gone. Not happy.


Malcolm 

Moderator Edit: Personal info removed

[mnmm]

Sadly there was no good news.

I spent an hour on the phone with the agent and went through many iterations of problem solving.

Never got the factory reset to work and they conclude the Ionic is no good and I need to replace it.

It’s a little over a year old and I’m not happy.

Oh, and all my data is now missing, all my sleep data etc.


Malcolm 

Moderator Edit: Personal info removed

[stalo71]

Ugh. This is my second ionic in just over a year. Fitbit sent me a replacement last November when my first one fizzled out. I love Fitbit, but I may have to look at something else. I just hate to lose my data! I sent Fitbit a message this morning and haven't heard back.

Stacy