Ionic stuck on Fitbit logo

[tnomis]

Hi can anyone help please. My ionic keeps getting stuck on the logo screen,but this time I have tried all the reset procedures and nothing. This is not the first time its happened.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @tnomis, welcome to the Community Forums.

Thanks for bringing this to our attention. Since our restart process didn't fix the issue, please follow the next steps to perform a factory reset and let me know if the issue persists:

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. 

Let me know if further assistance is needed and if you have any additional questions.

[tnomis]

Hi, this works but doesn't stop it happening again and again and again you need to get an update to solve this problem it has been going on for quite some time, thanks

[RicardoFitbit]

Your reply is appreciated @tnomis.

It's odd that the factory reset procedure solves the issue but you continue experiencing it, can you please let me know when was the first time you experienced this situation and how many times since then? After completing the steps that were shared on my previous post, your Ionic start working again as the way it was designed? If so, for how long until the Fitbit logo appears again?

Looking forward to your reply.

[tnomis]

Hi, it started flashing October/November last year and it happens at least 3 or 4 times a month. When I reset the watch it works straight away, sometimes when it happens I do a small reset and it comes back on ok,  but this time I couldn't get it to work but it's OK now for a minute, thanks again.

[RicardoFitbit]

Thanks for your update @tnomis.

I appreciate the details that were shared with me, certainly, your Ionic device isn't working the way it was designed. That said and because you experienced this issue several times, our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

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

[debbgrif]

@RicardoFitbit ...I am having a similar issue.  I did a factory reset and the watch paired with my laptop (Surface Windows 10) and I was able to connect to my Wifi and then that's it...there is a Fitbit logo on my watch screen but it is white not the teal color and it's just sitting there doing nothing more.  It still won't pair to my phone (Samsung Galaxy S10+) which is the reason I searched through the community and did the power off/on trick to clear out any issues that may be making it wonky.  On my laptop, it says I have version 6.11 but before I did the factory reset, I was at version 7. something.  So I'm kind of stuck with a watch that won't finish resetting is what it seems like has happened.  I actually had just picked it back up today to start using it again.

And if I go to clock faces in the app on my laptop, the top box tells me my iconic needs to be updated and there's a box to click on to "learn more".  When I click on "learn more" that box that had a picture a message telling me I needed to udpate just turns into a whitebox and nothing happens for me to learn more about.

Any thoughts on what I can do to get it to work?

[RicardoFitbit]

Hi @debbgrif, welcome aboard.

I appreciate all the details that were shared with me, your effort and patience troubleshooting your device before bringing this issue to my attention are also appreciated. Because the factory reset procedure that was shared on my previous post solved the issue once, can you please try it again and let me know the outcome? Also, after doing the factory reset procedure, please try to setup your Ionic with the Samsung S10+ rather than with your Surface laptop and let me know if the setup issue persists.

I'll be here if further assistance is needed.  

[debbgrif]

This is the most frustrating thing I have dealt with in a long time. What is a phone number I can call and talk to a live person to help me figure this out?

I have spent in excess of 3 hours dealing with this device.  I am beyond over it and just want to get it working without sitting here on another Sunday evening spending hours on end to no avail.

[tnomis]

Hope it's less than 1 year old 

Moderator Edit: Content

[Dino147]

hi Ricardo ... i have done steps 1-3. After releasing all buttons and waiting, the fitbit logo does not reappear.