Ionic stopped working

[CatLight]

My ionic stopped working a few months ago. I tried a reset. It won't update either. Screen is on but it won't count anything. Green lights flashing behind.

What can I do?

[GySgt_Seidell]

Hello @CatLight  and thanks for reaching out!  Since you have tried the "RESET" and that didn't seem to work, I would suggest you "Shutdown" your Ionic.  On your watch, open the Settings app 

> About > Shutdown > confirm the shutdown.  To turn your watch back on, press the back button.

If this fails to work, you may need to perform a "Factory Reset".  This will bring your Ionic back to the state it was when you first received it.  On your watch, open the Settings app 

> About > Factory Reset > confirm the Factory Reset. 

If you should need any further support, please let me know.  Thanks and Keep on Stepping!

[Stonehedge48]

So it's there any option to not yo the Ionic after it shuts down.  I tried to turn or back on and it did not reason dd at all

[GySgt_Seidell]

Hello @Stonehedge48 , quick questions:

1.  Is your Ionic currently awake with a Clock Face? 

2.  What happens when you apply the charging cable (example:  Battery Charging Level displayed);

Thanks!

[CatLight]

Hello,

My ionic is now stuck on this screen since I attempted to update it. Pic
attached.

I was given this as a present in July 2018 and it stopped working in
January 2019.

Can you advise what I do now that the screen is like this?

Best wishes,
Cat

[GySgt_Seidell]

Good Morning @CatLight !  I wasn't able to view your picture.  Can you please describe what you are seeing on the Ionic's display.

Please advise and thanks!

[CatLight]

Good morning,

The screen is blue with the fitbit icon flashing. This display is three
quarters of the way across the screen. Pressing buttons makes no difference.

[GySgt_Seidell]

Hello @CatLight , so it seems that you are stuck on the install process.  Please check the following and advise:

1.  Were in the process of the Installation prior to this happening?

2.  Were you able to get the Wi-Fi setup and the Bluetooth working prior to this installation?

3.  Is your Ionic in close proximity of your Wi-Fi?

4.  Is your phone near by the Ionic?

5.  PLease check your phones Bluetooth Settings and ensure your Ionic is "CONNECTED"

6.  How long has the Ionic been in its current state?

Please advise back, thanks!

[CatLight]

1. I was trying to update the ionic. Before this the display looked as normal but would not count anything while on or off my arm.

2. I'm not sure if the Wi-Fi was set up before the installation but the blue tooth was as that's how I got it to sync to my iPad.

3. I had the ionic in a place where the Wi-Fi works well but I didn't have it close to the router.

4. The ionic and the iPad were next to each other and both charging every time I tried to do the update. I tried the update via Wi-Fi and Bluetooth.

5. The blue tooth on my iPad was on and connected to the Ionic. It is not syncing however.

6. The ionic has not been picking up steps etc since January and is on the blue display a week since my last attempt to update it.

[GySgt_Seidell]

Understand @CatLight ..  So lets do a Factory Reset, since it has been stuck now for such an extended time.  Here are the steps for the Factory RESET.  You need to hold ALL three buttons down at the same time and than "AFTER" 12 seconds release the bottom right button.  If you do it properly, you will feel your Ionic vibrate after releasing the bottom right button.  The timing can get tricky, so you may want to attempt this a couple times, if you do NOT succeed on the first try.

Please advise if you need further assistance and thanks!

[CatLight]

The factory reset has brought it back to my initial problem now where it's
not counting steps, but the blue screen is gone.

[GySgt_Seidell]

Hello @CatLight , great, so we now have the Ionic with a Clock Face, correct?  We're getting there, please bare with me...

Please advise and thanks!

[CatLight]

Yep! Clock is the right time. Just not picking up readings.

[GySgt_Seidell]

@CatLight okay great!  So now I want to check a couple of things:

1.  Is your Ionic Clock Face one by Fitbit?

2.  Scroll down into the TODAY Screen on your Ionic and see if anything has been picked up.

3.  Is your devices Fitbit App picking up anything different from what your Ionic is displaying?

4.  Is your Ionic now SYNCING to the devices Fitbit App?

Please advise and thanks!

[CatLight]

1. I am not sure if the clock face is one by Fitbit. I’m assuming so? It’s one I picked from options on the watch.

2. It’s picking up my heart rate on the today screen but nothing else. Just says 31 steps this hour. This is a number that it seems to just have kept on. I was given weekly progress updates emailed to me with that amount on it. It’s not changing.

3. The App is picking up the same heart rate and 31 steps.

4. It seems to be syncing.

Unfortunately I must go on the school run so will be unable to be in touch for a while. I will check my emails later.

Thank you

[GySgt_Seidell]

Totally understand @CatLight . we have a couple more checks to do and hopefully they will get you going.  Also, when you post back, please advise on the date you purchased your Ionic.  I'll respond back as soon as possible, after I see your reply. 

Thanks and have a great day!

[CatLight]

Ionic was bought as a gift for me on 30th June 2018.

[SJCope]

I have the exact same problem too, after following this thread etc

[GySgt_Seidell]

Hey @CatLight !  So you went out and about, while you were out, has your Ionic displayed any of your movement?  Please check the Clock Face and the TODAY Screen on your Ionic.

Please advise and thanks!

[GySgt_Seidell]

Good Morning @SJCope and welcome!  Please provide me with some details as to the nature of your problem.

Thanks!