Ionic stuck on Fitbit logo after a factory reset

[mangui]

Dear Fitbit support.

I already faced similar problem last year (refer to https://community.fitbit.com/t5/Ionic/Ionic-rebooting-in-loop-after-factory-reset-hard-reset/m-p/290...)  and I got my Ionic replaced, but this is happening again with my new watch

I was having problem bluetooth syncing with my Pixel 3, running latest Android, I decided to redo a clean pairing :

 - remove Ionic bluetooth association from Android bluetooth menu

 - remove ionic device from Fitbit app

 -  back to factory settings on my Ionic 

After doing this last step,  the ionic rebooted. then it remained stuck on Fitbit logo for 3-4 minutes.

then it reboots. then stuck again for 3-4 minutes.then it reboots. and again.

I also tried doing a hardware reset in the middle of this boot loop. but same thing is happening

anything i can do to unbrick my watch ?

thanks in advance for your feedback.

[RicardoFitbit]

Hi @mangui, it's nice to see you again participating here in the Community Forums, welcome back!

Thanks for bringing to my attention your previous post, the information that was provided is really appreciated, I'm sorry to know that you're experiencing difficulties with your replacement device, your effort and patience troubleshooting this situation prior to posting are appreciated. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance. That said, please keep an eye to your email inbox because they'll be in touch with you soon.

In the meantime they contact you, let me know if you have any additional questions. 

[eduardovk]

There are tons of users claiming for the same ackward behavior and fitbit is not interested on solving this issue (it is less expensive to proceed in this way). In my opinion (as stated by others), there is a design "problem" with the device and fitbit will never acknowledge it. My Ionic stopped working (is dead) with only 15 months of use and, during this period, I have faced tons of other minnor problems (like poor gps connection, unstable music transfer, sync issues and so on). So, the best option is "move to another brande (a solid one)".

Regards,

[RicardoFitbit]

Hi @eduardovk, it's nice to see you again participating here in the Community Forums! Sorry for the delay in responding.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit Ionic, I totally understand how frustrating this situation can be for you. Rest assured, the feedback submitted here in the Community Forums is always appreciated and helpful for us to continue improving our products and services.

I'll be around if you need anything else. 

[Migpanviq]

My ionic was desde this morning.  I tried to charge it but it didn't work at all.  After at least 10 attempts it decided to turn on and stay stuck with the fitbit logo displayed and unresponsive to any combination of buttons.  Any idea what may be going on?

[Migpanviq]

*dead, not desde

[eduardovk]

@RicardoFitbit, I am pretty sure that you cannot understand my frustration with this product, with the Fitbit brand, and even more with the support team. Instead of making this kind of vague and useless comments/answers, I suggest you to spent your time finding a real solution for all users complains. As it is very obvious, tons of users are facing the exact same problem. Stop speaking and do something real.

P.S.: I have not received any satisfactory solution from the Support team yet.

Moderator edit: Format 

[RicardoFitbit]

Hello! I'm happy to continue providing assistance. It's nice to see you both participating again here in the Community Forums @Migpanviq @eduardovk.

@Migpanviq I appreciate your effort and patience troubleshooting this situation prior to posting. Since you already tried our restart process, please follow the next steps to try our factory reset procedure and let me know how it goes:

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. 

@eduardovk Thanks for your post. Since our Support team already provided you with assistance, if you have any additional questions about the outcome of your case I recommend you to contact them directly for more information and details. I'll be here if you need anything else. 

Keep me posted.

[pkeady]

man they have this thing SO messed up...finally I could factory reset it after DAYS of trying.  finally it worked.  then it makes it to the setting up ionic screen where it has the 3 steps...connecting, downloading and installing.  It connected, it went to downloading 1% and the screen flashed a red (X) and then installing another red (X) and then it said SUCCESS! and a green checkmark and it added the ionic to my account while saying it still had a firmware update needed.  Then I looked at the watch and it was back at the fitbit.com/setup screen.  The app showed the ionic added, the ionic showed it was ready to be paired...so I removed it and here we go again.  Same thing.  Factory reset the watch.  Turn off bluetooth.  force stop app.  uninstall app.  Restart the phone.  Wait.  Just to watch it do it all again.  I hope they get the software / firmware fixed....what ever the problem is.  I just wish they would say "Our engineers realize there is a massive problem with these devices and they are working on a solution - please be patient."  but since they aren't saying there is a massive problem I keep thinking I am doing something wrong with my installation....