Ionic suddenly stopped working and will not turn on.

[Darcella]

My ionic was working after i just charged it.  It and my phone saif full battery.  I looked at the time yesterday and nothing!! It's  black!   This was maybe 90  min after i put it on

Came home plugged it in and tried to restart it still nothing! 

Now what! Ive had it for 14 months,  no big issues.  Now i have a doorstop?

[rfjouben]

So I was ready to stop fighting with Customer Service as it was clear they are not going to honor their product and replace the device after 15 months and go for the 40% discount but I felt the discount should be in addition to the current $40 off. Customer service was responding on my other questions the same day but have not responded to this question till after the sale was over. Coincidence or a way to avoid the question by not responding till the sale was over 

[SantiR]

@Colorado_AL I hope you're doing well! Thanks for taking the time to share those steps. I'm glad your Ionic started to sync again. I'm sure this will be very helpful for other users too.

@NotsoHappyG Welcome to the forums! Please try the steps shared in the post above and let me know how it goes!

@Katers596 @Gatorjoe74 @Colbert33 Thanks for sharing your experience and for contacting customer support regarding this. Thanks for sharing your feedback. Fitbit is always looking to improve user experience and your input is really helpful. @Spookly

@Darcella I've been informed you have an open case with customer support. It seems they have provided you with some solutions to get you back on track.

@lew67 Are you still not getting action from customer support? They should have contacted you by now.

@Sbsocha I'm really glad to read that you got a replacement unit. Please do let me know how it works!

@SunsetRunner Thanks for your reply! I'm so glad to read that customer support sorted you out!  

@MikeD73 @Changewind @whittlebeast @dde33 Thanks for sharing your experience on this thread. Please try a restart on your Ionic. That has helped other users in the past. You could also try changing the clock face to another one. @Donnagir67 @Aeberhart13

@MikeD73 Thanks for sharing the experience you have had with customer support. I'm glad you are getting a Versa. It is a great device indeed. Feel free to check the Versa Board if you need further assistance.

@SPT0331 I'm glad you got your working. Could you share the steps on how you got it working? @Deepak_dhami

@Manclad @cocacolamaster7 @TerryL. @acrab @Andy1ml Welcome to the Fitbit family! I'm glad you are getting a replacement unit. Follow these replacement set up steps for you to not loose any of your previous data. Thanks for sharing your experience on this thread.

Keep me posted! 

[rfjouben]

@Sbsocha I am not sure why they marked your post as an accepted solution as it is clear no solution as to why the Ionic stopped working for some unknown reason or on how to get Fitbit to replace the devices in the US that are beyond the warranty period

[zeweis]

All, just wanted to let everyone know: I sent an email to Fitbit's customer service (I have a support case opened about 2 weeks ago) and mentioned that people reporting that they were getting free replacement even when they were out of warranty. Fitbit support agreed to do the same (free replacement) for my Ionic.

I still need to return my dead Ionic before they will send the replacement though.

This is after many rounds of back of forth between me and at least 4 Fitbit support representatives (2 claimed to be supervisors) in about 2 weeks. Apparently they have changed their policy on at least this Ionic issue.

Just to let everyone know about my situation: I am a US customer, purchased a Surge from Amazon, it went bad within 8 months and then purchased the Ionic using a 50% off coupon offer for the defected Surge around Thanksgiving 2017. The Ionic went dead on 2/3/2019.

Good luck you folks!

[NotsoHappyG]

I still prefer my solution. I don't have time to fight the fight with support. A company that shows this level of indifference toward it's customer base does not deserve that customer base.

Yesterday I bought the Samsung Galaxy Watch. A bit more expensive but way more features for phone integration. This was a good use of money and a valuable learning experience. 

Good luck with your new device. Hopefully they will figure out the problem and fix it within the next 14 months. 

[Darcella]

This problem has not been solved, I was offered a 25% discount on a item clearly costing  me nearly 300.00.  And 0nly 15 months old it was purchased Dec 27, 2017.

but for some stupid reason while scrolling I must have touché something and it tuned to solved.  It’s not.

ive been a loyal fitbit user since 2015,  never had a problem or a return until now.  I hate the fact that fitbit offers us  %25 or 40% on an ionic.   So I guess I’ll probably go without.  

I did get an offer from fitbit and they seem to think I am on track however I’m  still not happy with their solution.  I am very upset that others are receiving New Ionic or 50% off a new device.  I had  a lot invested with my ionic in watch faces and etc.  I loved the device. An now, we’ll im sure you get it. I’ve been a fitbit owner since2015 this is my first problem.

Moderator Edit: Merged User's Posts

[Gatorjoe74]

Well I got my wifes working. Not sure what combo of things i did to resolve. It took 4hrs fo do the update though. 

[EDarling80]

I'm having the exact same issue and got the exact same solution offered: 25% off a Fitbit or 40% off an Ionic. Super disappointed in Fitbit, especially when the problem is so widespread. I think I'll look into the Samsung, too.

[dde33]

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@SantiR wrote:

. . . 

@MikeD73 @Changewind @whittlebeast @dde33 Thanks for sharing your experience on this thread. Please try a restart on your Ionic. That has helped other users in the past. You could also try changing the clock face to another one. @Donnagir67 @Aeberhart13

. . . 

Keep me posted! 

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(@dde33) - my watch IS dead - went so on Feb 3/4 - same time frame as many.  I've tried every type of reset and charging - sent several days futzing with it to no avail.  I made this clear in the post I made. I bought it in Nov of 2017.   Was very happy with it up until then.  Things break, but not synchronized like I am seeing on this thread.  Something is  wrong in River CIty.  

Moderator Edit: Format

[Donnagir67]

I have tried changing the clock face but extremely difficult now that my watch is completely dead!!!! Not sure what to do next? Won’t charge, won’t turn on so I can’t try another reset.... just dead!!!

Sent from my iPhone

[D.J.1]

This just happened to mine and I restarted it and now it won't synch nor do updates. Any ideas?

[Colorado_AL]

Follow the steps.

Clear your.phone cache
Reboot phone
Stop and restart bluetooth
Shutdown and restart Ionoc

Al

[dlow77]

My 1st one made it 7 months, the 2nd 8 months before starting to lose time and failing to sync. Just did a factory reset. Wish me luck. 😄 Glad I purchased the extended warranty. 🙂

[OferGrosz]

Just got a Galaxy Watch and liking it so far. 

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@cnichols82 wrote:

I just made my post about the same thing. This has turned me against fitbit. Currently wearing my Samsung Galaxy watch I rage purchased yesterday and I already love it more. And if anything happens to it, SAMSUNG CAN FIX IT!

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[NotsoHappyG]

I agree! I got my new Samsung Galaxy watch two days ago and I am thrilled with the increased functionality. Try Camera One app. It connects to your phone camera and displays the camera or video on your watch screen. Talk about "Dick Tracey" cool.

[dlow77]

Just factory reset for the 3rd time in two days. It’s already lost :04 and failing to sync with the device I reset it with. It’s going back to Best Buy this evening after my workout. When keeping your tracker going is tougher than your workout, it’s time to move on. Fitbit doesn’t seem to care about fixing the issues. I’m out! Good luck everyone. ✌🏻

[Gogg03]

Oh my god, looks like I'm joining the Dead Ionic Club. After it acting weird this morning, and I finally get to factory reset it, it seem works fine again after the firmware update. While charging it suddenly turned off and can't bring back on again, even the hard reset not working because it's completely dead, not respond to any button at all.

Coincidentally I bought mine at Nov 2017, so it seems every one's died out just after 1 year? Great move Fitbit.

Moderator Edit: Format

[Colorado_AL]

Outch... sorry to hear that. Fitbit needs to come clean and tell us all
what to expect and what if anything we can do to help the situation.

Al

[dlow77]

The weird thing is I originally purchased mine in November 2017 as well. However it started to get thin black lines in the screen from top to bottom so I took that one back in June of 2018 and got another one. So this one is only 8 months old now. I've seen other people post they are on their 3rd Ionic. I'm not getting a 3rd one after reading all this in the forums. Time to give someone else my business. So sad I really loved my Ionic.

[BugDoc]

This is the second time my Ionic watch has suddenly died.  last time, it apparently was related to the watch face.  I had charged it to 100% 2 days ago, but this am, all I see is a red battery with a 0 in the center.  So, remembering what happened last time, I plugged the charger in the watch, opened the fitbit app on my phone, and picked a different watch face.  I don't think it matters which one, but I picked the one with killer whales and uploaded it.  Lo and behold! as soon as the new face had loaded, all is working just fine, and the battery is miraculously at 15%.