Ionic won't charge

[DisgruntledScot]

I decided that I would try to update my Ionic to the latest firmware. When trying to connect to my laptop to update my Ionic the bluetooth connection kept failing (my connection from my laptop is fine - it can connect to my phone/headphones/speakers no problem). I then tried to connect my Ionic to my phone - again, the bluetooth connection kept failing.

I decided that I would turn my Ionic off and back on again to see if this helped the bluetooth connectivity issue. Unfortunately my Ionic never turned on again - I've tried several times pressing the back and bottom buttons over the past few weeks. I've tried to charge it several times (including with a friend's charger) but unfortunately it seems that my Ionic is well and truly finished. Very disappointing and any guidance from Fitbit would be much appreciated - i only purchased the device last April.

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @DisgruntledScot, welcome to the Community Forums!

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here, I understand how frustrating this matter can be for you. To better assist you with this, can you please let me know if the heart rate sensors are flashing or is your device completely unresponsive? If you haven't already done so, I recommend you to check our help article: Why isn't my battery charging on my Fitbit device? and let me know how it goes. Such article includes a restart process which can be really helpful for this situation.

Looking forward to your reply.

[DisgruntledScot]

Thanks for the response.

Nothing is flashing on the Fitbit unfortunately. I've tried going through
all of the troubleshooting documents including for charging - the Ionic had
an almost full charge when I turned it off. It's not charging or turning
on, and I've tried multiple chargers/cleaning the contacts etc.

[RicardoFitbit]

You're welcome @DisgruntledScot, your reply is also appreciated.

I'm sorry to know that you're still experiencing difficulties with your Ionic but thanks for taking into consideration the steps that were shared on my previous post. To exhaust all the applicable troubleshooting steps to fix this, 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. 

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

[DisgruntledScot]

Thanks for the response - unfortunately this didn't work either. Nothing
ever appeared on the screen and there was no indication that anything was
happening with the device.

Any other recommendations?

[RicardoFitbit]

Thanks for your update @DisgruntledScot.

Your effort and patience troubleshooting your Ionic with me are appreciated, it's a shame that you're still experiencing difficulties despite trying the steps that were previously shared. That said, let me share with you that 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.