Ionic stuck on a boot loop

[hipstar]

Hi,

I wonder if you can help please. I've had my Ionic for about 6 weeks now and this morning it seems to be stuck in a boot loop and i have 5 blue/green lines running down the screen and despite trying a restart and then a factory reset (which didn't work) it won't do anything.

I've searched on the forum and online and nothing suggested seems to work so any help would be most welcome please.

Thanks

al

Moderator Edit: Clarified subject

[Imlesh]

Mine got stuck in a boot loop yesterday. I managed to stop it by changing the clock face to one created by fitbit. Sometimes third party clock faces seem to cause problems and fitbit pushes a firmware update.

[SilviaFitbit]

@hipstar A warm welcome to the Community. Thanks for the detailed information shared and the troubleshooting tried. 

I appreciate the research done prior to posting. I've shared your post with our Support team and someone will reply to you as soon as possible. Keep in mind that due to recent events affecting our operations, we may take a bit longer to get back to you. 

@Imlesh It's nice to see you on the Community. Thanks for sharing your input on the forums. 😀

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

[hipstar]

Thank you, i do have a 3rd party clockface but I'm unable to change it as the IonicnIonic seems to have simply stopped working at all 😞

[hipstar]

Thank you @SilviaFitbit, i appreciate your assistance,

Al

[Imlesh]

I should have mentioned, I couldn't get mine to change the clockface using the phone app. However, I was able to push through the change in clockface on mine using the PC desktop app, so you could give that a shot (depending on how badly your Ionic has bricked).

Alternately, you could also try doing a factory reset (be careful doing a factory reset because all of your data will be wiped):

• Hold all three buttons simultaneously until your Fitbit Ionic reboots.
• When the Fitbit logo appears, let go of the bottom right button.
• Wait for a strong vibration and let go of all of the buttons when you feel it. It might take a little longer than usual for your watch to turn back on after you’ve performed a factory reset.

[hipstar]

Thank you very much @Imlesh, i managed to push a clock change on the app but i still have nothing on the device: essentially the screen is blank and displays nothing!

The factory reset never vibrates and nothing ever appears on the display so I'm not sure what else to try?

[Imlesh]

Sorry to hear that. I'm not really sure what else to try if it won't even reset.

Maybe contact customer service, if you haven't already, and see if you can get a replacement.

[hipstar]

Thanks @Imlesh 🙂

A further development is that this morning the app synchronised with the ionic. I was able to remove all 3rd party clock faces and whilst i was exercising i could see it was reading my heart rate. I checked and the green light was flashing under the watch.

So, it seems the watch is working but absolutely nothing is displayed on the screen, which is very disappointing after only 6 weeks of usage.

Any suggestions from anyone please?

Thanks,

al

[SilviaFitbit]

@hipstar Thank you for getting back. I appreciate that the troubleshooting performed. 

Since I've created a case on your behalf with our Support team, please continue the communication through email, they'll be happy to continue assisting you. 

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

[hipstar]

@SilviaFitbit thank you very much indeed, i really appreciate your help.

Al