Ionic stuck on Fitbit logo

[Sweety86]

Woke up to see that my Fitbit is stuck on yesterday’s time and the Fitbit logo just showing. Tried to restart didn’t work. Tried even with the fabric restart it’s only showing the logo. Have done everything I can on the phos removing the ionic from the app and reset in Bluetooth and restarting the phone and still it’s not working 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Sweety86 thanks for bringing this to my attention and for all the details that were posted, I'm happy to assist you today and give you a warm welcome to our Community Forums!

First, thank you for troubleshooting your device prior posting, your effort and patience are appreciated. I'd like to let you know that our Support team informed me that they're already providing you with assistance regarding this situation, therefore, I recommend you to keep an eye to your email inbox for any update from them. Don't hesitate to ask me any additional questions you may have in the meantime they resolve your Ionic concern.

See you around! 

[Sofia84]

I have The same problem, can someone help me? 

[RicardoFitbit]

Welcome aboard @Sofia84 thanks for bringing this to my attention. Sorry for the delay in responding.

If you haven't already done so, please try our restart process following the next steps:

1. Press and hold the back and bottom buttons until you see the Fitbit logo on the screen. 
2. Let go of the buttons.
3. If you still have issues with your device, turn 

Let me know how it goes, I'll be here.

[Sofia84]

It did not work unfortunately 😔 no change at all

Skickat från min Huawei Mobile

[RicardoFitbit]

Thanks for your reply and update @Sofia84, my apologies for the delayed response.

Seems odd that the restart process didn't resolved your concern, thanks for troubleshooting your Ionic with me. Our Support team informed me that they're already providing you with assistance regarding this situation. That said, I recommend you to constantly check your email for any update from them. 

Let me know if you need anything else, I'll be here.

[Sofia84]

Thank you very much! Yes, I'm waiting by, i realllly want a solution, miss that tracker 😢😃

Skickat från min Huawei Mobile

[RicardoFitbit]

You're welcome @Sofia84, your reply is appreciated.

It's nice to know that they're providing you with assistance regarding this situation to get you back on track. In the meantime, don't hesitate to contact me back if you need anything else or have any additional questions, I'll be here. I want to suggest you to visit our discussion forums and participate. There are several users who are interested in fitness, healthy eating, better sleep, among others. I'm sure that they will be happy to meet you there.

See you around. 

[Tubbyhubbue]

Hi All

I have the exact same issue and does not matter what you try to do nothing will correct it. It does seem to clear itself eventually but is happening more frequently i had it twice yesterday  one for nearly 2 hours and then again last night and again this morning although it was a shorter time this morning, Still not good enough for such an expensive product.

[LizRunner]

My fit bit is having the same issues. It will not restart, just has the Fitbit logo. It was working great until Sunday afternoon then stopped working. I didn't do anything to it. 

[Tubbyhubbue]

Hi Liz

I presume you have reported it. I am still waiting for a reply from support as it appears we are not the only ones having the same issue

[RicardoFitbit]

Hello guys, it's a pleasure to continue providing assistance with this situation. Welcome to the Community Forums for both of you @Tubbyhubbue @LizRunner.

First, I appreciate the effort and patience troubleshooting this matter prior to posting. I'd like to recommend our factory reset procedure which is completely different than the restart process that was already tried. To do so, please follow the next steps:

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. 

Just take in consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to the Fitbit account and your applications, alarms, etc. 

I'll be here if further assistance is needed. Keep me posted.

[LizRunner]

I followed the instructions. It turns on but is not responding to any touch. So now has quick tips and start on its face however, when I try to hit start it does not respond. 

Sent from Yahoo Mail on Android

[Tubbyhubbue]

Hi Liz

Sorry to hear it i had an email yesterday to advise mine is being swapped out. I am happy it is still in warranty. 

Have you tried emailing https://contact.fitbit.com once i told them none of the buttons would do anything they offered a replacment,

I hope you get your's sorted

[RicardoFitbit]

Thanks for your replies and updates @LizRunner and @Tubbyhubbue, I'm happy to continue providing assistance. 

@LizRunner Thank you for troubleshooting your device with me. I'd like to let you know that our Customer Support team was contacted on your behalf to receive further assistance directly with them just as @Tubbyhubbue suggested. That said, I recommend you to keep an eye to your email, they'll be contacting you in a short period.

Don't hesitate to contact me back if further assistance is required, I'll be here.  

[joycewatson]

I have also tried all of the resetting instructions and cannot get mine to work 

[LizRunner]

I think there app update went horribly wrong. Did anyone just do the update right before their Fitbit crashed? I never had any issues with my Fitbit before the update and I didn't do anything to damage the device, it just stopped working. Unfortunately, I do not have an extended warranty. If I can not got mine to work I'm switching to Garmin. 

Sent from Yahoo Mail on Android

[RicardoFitbit]

Welcome aboard @joycewatson and thanks for your reply @LizRunner.

Our support team informed me that they're already providing both of you assistance with your Ionic devices and the difficulties that were experienced. That said, I recommend to constantly check your email inbox, spam and junk folders for any update from them. Don't hesitate to contact me back if both of you need anything else.

See you around. 

[SunsetRunner]

This same thing has happened to my fitbit ionic also.  I contacted support and they walked me thru doing a factory reset which worked for a couple of days and then today, while at the gym, my ionic stopped working and showed only the logo.  I tried the factory reset yet again, and it brought it back, but I wish the tech team would fix the issue.  This is a very expensive watch and for it to continually stop working is not acceptable.  I also agree that this has occurred twice now since the most recent update so I believe there is some kind of a bug and they need to fix it and send a new update.