Ionic won't turn on - Shorted out

[lcsullivan]

I just felt a "buzz" on my wrist and heat.  My screen is blank and there is an electrical smell - like it shorted out.  The fitbit itself is extremely hot and there is no display.    Any advice?

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @lcsullivan, welcome to the Community Forums.

Thanks for bringing this to our attention and for the details that were shared in your post. 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.

[lcsullivan]

The display is completely blank.  It was charged to 100% this morning and will not restart.  It smells like burned electronics.  I believe it has shorted out.

Any other ideas?

[RicardoFitbit]

Thanks for your update @lcsullivan

I’m sorry to know that you’re still experiencing difficulties with your Ionic despite trying the troubleshooting steps from my previous post. That being said, I recommend you to try the below steps to factory reset your device and let me know if your device responds:

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. 

Keep in mind that a factory reset procedure erases stored data, including the stats that were not synced to your Fitbit account. Also, applications installed, music downloaded, alarms, etc. 

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

[lcsullivan]

Nothing happens when I hold down the three buttons.  I honestly think it shorted out and the electronics inside are "fried" based of the smell and the "buzz" I got when wearing it.   It was also very hot. 

[RicardoFitbit · Accepted solution]

Your reply is appreciated @lcsullivan.

It's a shame that your Ionic is still not working as the way it was designed but thanks for taking into consideration the troubleshooting steps that were shared on my previous posts. Because the issue wasn't solved, the best way to get help for this problem is to chat directly with our Customer Support team or give us a call. Please click here to get connected and receive further assistance with them.

I'll be around if you need anything else.