Ionic unresponsive screen and heart rate sensors not working

[ATodd4]

Yesterday my Ionic started to show a few errors:

1. I noticed my steps stopped being counted much earlier in the day. After a few restarts, it seemed to be back to counting steps fairly accurately.

2. However, the screen was either not responding to my touch or was VERY delayed and would randomly start changing a few minutes later.

3. The green light on the back stopped working

I restarted the watch countless times, The Ionic is still experiencing 2 & 3.

Any ideas on what to do next?

Moderator edit: Subject for clarity

[RicardoFitbit]

Hello @ATodd4 thanks for bringing this to my attention, let me give you a warm welcome to our Community and assist you with this.

First, I'd like to appreciate your time and patience troubleshooting this matter with our restart process. That said, I want to suggest you our factory reset procedure, which is completely different than the restart process that you already tried. To do so, please check our help article: How do I erase my Fitbit device? which will explain you how to do it on your device display. However, if you're unable to perform this process due to the display difficulties, you can also try with the buttons on your device 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. 

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

[ATodd4]

Shortly after posting this, the screen suddenly showed a bunch of lines through it and minutes later the screen completely disappeared. I tried the factory reset while on the phone with support, but it seems that the Ionic is shot. I'm a month or two outside of the year warranty, so I cannot replace the watch. $250 for a smartwatch that will last me just over a year is very disheartening.

[RicardoFitbit]

Welcome back @ATodd4, thanks for your reply and update. My apologies for the delay in responding.

Thank you for taking the time to troubleshooting this with me and our Support team, I'm sorry to see that you feel in such way due to the conclusion that was given. I'd like to let you know that Fitbit is always striving to improve our products and services, therefore, the feedback that was submitted in regards your Ionic and our Customer Support team is appreciated, this information help us to evaluate our procedures.

If you have any additional questions or want more information about the resolution that was provided during the phone call, please contact them back for more details. Also, note that when it comes to a warranty procedure, they refer to our limited purchase warranty to move forward.  

Your patience is appreciated. Let me know if you have any additional questions. 

[Oscar_Mc]

My Ionic has stated to do the same in reference to the lagging in screen, the green light coming but mostly going and the heart rate not working. Also, at the back where the green light is, behind the cover it is all foggy and there is white/blue/green substance behind it as well. I have only had this Ionic since the last Christmas (under five months). What should I do? 

[RicardoFitbit]

Hello @Oscar_Mc welcome aboard. Let me give you a hand with your Ionic.

I'd like to let you know that I've contacted our Support Team on your behalf to receive further assistance with the condensation on your Ionic heart rate sensors. I recommend you to periodically check your email inbox for their contact, they'll be in touch with you soon. In the meantime they contact you, please let me know if you have any additional questions. 

I'll be here if you need anything else.