Ionic touchscreen not working

[litesport]

My son's Fitbit Ionic which is not even 1 month old has developed a fault, the touchscreen in unresponsive.  We have restarted it several times and initially that worked but now that method does not work.

We are performing a factory reset as I type this, but I would like to know what else we can try.

Moderator Edit: Clarified subject

[SunsetRunner]

If the Factory Reset doesn't work, contact Customer Support.

[RicardoFitbit]

Hi @litesport, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. Since your device's issue wasn't resolved with the restart process, I recommend you to change its clock face but if this also fails, please try our factory reset procedure following 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. 

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.

@SunsetRunner Your help is always appreciated.

I'll be here if further assistance is needed. 

[litesport]

Hi Ricardo

Thank you for your detailed reply. My son and I have tried all of the suggestions here and elsewhere on this forum with no luck.

I have gone through customer services and fear that this may be a warranty claim.

Thank you anyway, greatly appreciated.

[Brudo_17]

My Fitbit Ionic is not working, it seems like the display is not working as I can see the time but the display is going off and on also 3-4  white lines are moving up and down on the screen. it has been 1  year now since I am using it. Can you help me with the same as what I can do? I live in surat, Gujarat , India.