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Ionic stuck in the logo screen

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‎08-25-2020 18:37 - last edited on ‎08-26-2020 13:45 by Fitbit Moderator

‎08-25-2020 18:37 - last edited on ‎08-26-2020 13:45 by Fitbit Moderator

so i just acquired a new fitbit ionic in box never open. it is out of warranty period though. When i turns it on, the watch gets stuck at the logo screen for hours and cant get to the set-up screen. A couple of times, after hours stuck on logo screen, the set up screen actually did appear but then the watch couldnt be detected by my phone, even if the app said "found it", the watch would not generate the PIN number. I did factory reset many times but it is not helping neither, am always stuck at the logo screen now - i am not event seeing the set-up screen anymore. I assume this is a firmware update issue because the watch is +2 years old. is there a way to update firmware without going through the app? there must be a way to update the firmware. it is quite frustrating to have a new watch but unusable just because it was left aside for a while. thanks for your help. 

 

Moderator Edit: Clarified subject

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‎08-26-2020 13:51 - last edited on ‎11-04-2024 17:02 by Fitbit Moderator

‎08-26-2020 13:51 - last edited on ‎11-04-2024 17:02 by Fitbit Moderator

@freko10 Welcome back to the Fitbit Community. I appreciate the detailed information shared. 

Thank you for the troubleshooting tried prior to posting. In this case, I've shared your post with our Support team and they mentioned that you already have a case with them, please continue the communication through email they'll be happy to assist. 

I'll be around if you have any additional questions. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎08-26-2020 16:36

In response to SilviaFitbit

‎08-26-2020 16:36

thanks Sylvia, sorry but this is the first time i am sharing this so i dont which ticket you are referring to. Do you have a nber? Also since this is shared within the community the point is also yo share findings or best practices here so that would be great if u could share any help for my issue. Thanks in advance

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‎08-28-2020 13:26 - last edited on ‎11-04-2024 17:02 by Fitbit Moderator

In response to freko10

‎08-28-2020 13:26 - last edited on ‎11-04-2024 17:02 by Fitbit Moderator

@freko10 Thank you for getting back.

When I shared your post with our team they were the ones who mentioned that you have a case with them. I've updated your case details and sent you the case number through a PM. 

Since your Ionic is stuck in the logo screen and you have already performed a factory reset, it's better that our team continues assisting you with this and provide you with other options. 

I'll be around if you have any additional questions. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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