Ionic stopped working

[jbtaco2002]

on Monday Feb 4th, my Ionic stopped syncing with my phone. i tried everything and the resolution was a factory reset on the fitbit. was working fine since, but very unusual that it just stopped talking to my Android phone. Fast Forward to today. it was at 44% battery and i'm thinking i'll top off the battery charge to get me through the work week. i check it 2 hours later expecting it to be fully charged and it's just sitting there with a black screen. tried pressing and holding buttons per instructions and it just will not turn on.

this is my 2nd Ionic, the 1st one was replaced under warranty around Aug 2018 (was a x-mas present 12/2017) after getting a "splash" of ocean water on it

why can't i get a watch that works for more than 8 months... love this thing, but at this price point, i expect so much more.

help!

Moderator edit: Updated subject for clarity 

[johneric8]

Trust me, I know your pain as well as countless others. Fitbit has drawn a line on the sand with how they're basically saying too bad when they're the ones whom released and sold a watch they shouldn't of.

[Mathgirl17]

Guess I am in the same boat. Screen went black and won't take a charge. I followed all of the suggestions in the help articles, but nothing is working. It's less than a year old! Any suggestions ? Should I pursue another Fitbit or try a Samsung watch?

[johneric8]

I just want to say again,  for the most part the Garmins are built incredibly well as opposed to the fitbits.  Although I like the way the fitbit's look better and I also like the integrated fitbit app that allows me to see my calories as opposed to energy by logging in food.  The garmins will win hands down in terms of customer satisfaction and build.

[SilviaFitbit]

A warm welcome to the Community @jbtaco2002. Hey there @Mathgirl17. I appreciate the details that you've mentioned as well for the troubleshooting that you've tried. 

Sorry to hear that you're experiencing these inconveniences with your Ionic. I've shared your post with our Support team and they've mentioned that you already have a case with them. Please continue the communication via email, they will continue assisting you. 

Hope this helps. I'll be around if you need further assistance. 

[mikesnow]

Me too!  My Ionic stopped working 6 months ago - screen simply went blank - then a day later started working again.  Then yesterday, blank again.  No clue on how to restart.

th

[itsjustkay]

Mine stopped working too! I cant get it to reconnect to my android and it wont update with the most recent tracker update. Whats going on???

[Gunnerkane]

I've got a similar problem but mine was out of a charge for a few weeks I went to charge it last night and nothing no amount of button pushing is helping I got mine thanksgiving of last year I think after so many issues with the program(unable to change the time without internet unable to store data with out internet (military I don't always have signal and rely on the watch for an alarm) no response or action of 3+ years and a whole community saying what the solution is (data mining CAN be done at a later date see above) +this being my 3rd device and super expensive at that) I'm leaving the fit bit community. Garmin and Samsung have much better options and do not require a cell service connection to update the device. 

[SilviaFitbit]

Welcome to the Community @mikesnow. Thanks for the details that you've mentioned. You can check the restart steps here. 

Hey there @itsjustkay. It sounds like while you trying to update your Ionic it got stuck and you can't continue with the process. I would like you to try the steps on this article Why can't I update my Fitbit device?.

Welcome back @Gunnerkane. I appreciate the details that you've mentioned as well for the troubleshooting that you've performed. Sorry to hear about the inconvenience that you're experiencing. If you would like to try some troubleshooting steps, I can create a case on your behalf with them. Each solution that our Support team provides is based on the Fitbit Warranty. 

I'll be around if you need further assistance. 

[Carle2005]

Mine just stopped working also. Barely over a year old. Didn't get it wet or anything. I was just sitting at my desk when it quit. Very disappointing and doesn't make me want to get another. 

[jbtaco2002 · Accepted solution]

Fitbit is warranty replacing my faulty unit. Hopefully 3rd one will be problem free!

Good luck to you all experiencing issues, but it seems Fitbit customer support is taking good care of us.

[SilviaFitbit]

A warm welcome to the Community @Carle2005! Sorry to hear about the inconvenience that you're experiencing with your Ionic. I would like you to restart your watch and then continue monitoring it. 

Also, reply to the following questions: 

- Is your Ionic not tracking any steps or is the display the one that's not working?

- Is it syncing to your account?

I'm glad to hear that our Support team will replace your Ionic @jbtaco2002! 

Keep me posted!

[Carle2005]

It does not turn on at all. I've already spoken with customer support and
tried everything they suggested. It stooped working while I was sitting at
my desk, not moving, not doing anything other rh a n typing on a keyboard.
It was barely over a year old and so the warranty had just ended.
- carle2005

[Carle2005]

Hello Fitbit moderator,

If I was able to restart my fitbit, I wouldn't have an issue. I was physically sitting at a desk working on a computer when it quit working. The screen went dark , and it will not turn on. I cannot do a factory reset. There is no sequence of pressing and holding buttons that makes the device turn on. It is fully charged. Unfortunately, it is less than two months out of warranty. So it appears that I am out a few hundred dollars for this purchase from what Fitbit customer support tells me. It looks like I received a faulty product and from other posts, I am not alone in having a watch that stops working just after the warranty period ends. 

[theerapop]

Same problem with me.

Look like replacement is their solution but not the way to fix my satisfaction than to produce the stable product.

My previous Charge HR got 3 replacements in 2 years. Ionic now in investigating. Probably, it's time to reconsider about Brand. If I paid for children toy's price, I may not expect anything much but Ionic price is what!

[mikesnow]

Similar experiences - this is my 4th Fitbit and it feels like misplaced
brand loyalty. one consistent problem with each (among others) has been the
wristbands. The first ones never snapped securely and I have been through 3
bands with this Ionic and finally superglued it (not to my wrist😏)!
I love the tracking and incentives and checking with friends. Perhaps time
to organize group departure from the brand.

[BikegirlHelen]

Sounds like I have the same problem as everyone else in this post. Watch stopped recording steps then GPS not working. Now black screen & won't  charge.  I'll go to customer service but if not fixable,  after reading these comments will not be buying a Fitbit again. Sounds like a poor product??? Which is disappointing as I love my watch.

[RussC]

Afraid so. Good to look at very poor quality and even worse customer care.
Shame. Huawei works really well

[SilviaFitbit]

Thank you for getting back @Carle2005! It's nice to see you around @theerapop, @mikesnow and @RussC. I appreciate that you've shared your experience with us. Each case is reviewed individually and the resolution that our Support team provides is always based on the Fitbit Warranty. 

I'll be around if you need further assistance. 

[itsjustkay]

And how do I go about using the warranty? I tried calling support this
morning and I asked how to use the warranty and all they did is run through
the DIY set up and connection. I’m really starting to get fed up with all
this. Actually thinking about switching to Apple Watch or garmin like
everyone is saying.