Lower Half Of Ionic Screen Unresponsive

[SBedi]

The lower half of my iconic just stopped responding to touch rendering the entire watch useless. Need a solution quick There is no physical damage to the screen whatsoever

Moderator edit: updated subject for clarity.

[GraceGFitbit]

Hi @SBedi, it's nice to see you join the Fitbit Community! I'll be more than glad to help you. 

If you haven't done so, I recommend to restart your Ionic following the instructions below:

1. Press and hold the back (left) and bottom buttons until you see the Fitbit logo on the screen. This should take less than 10 seconds.
2. Let go of the buttons.
3. If your Fitbit Ionic doesn't work normally, use the instructions in How do I turn off my Fitbit device? to turn your watch off and on again.

I hope this helps, keep me posted! 

[SBedi]

Thank you so much for the help. But it didn’t work 

[GraceGFitbit]

Thanks for your reply and for reset your watch @SBedi. 

If that didn't work a factory reset could help. The factory reset Ionic erase apps and all personal data from the device, including credit and debit cards you added for Fitbit Pay. To complete the factory reset: On your Ionic, open the Settings app ( ) > About > Factory Reset. 

Keep me posted. Have a nice weekend! 

[SBedi]

Can't press the rest button as it's on the bottom half of the screen

Warm regards,

Sandeep Bedi.
Sent via mobile, please excuse typos

[GraceGFitbit]

Thanks for getting back @SBedi. I really appreciate that you took the time to make us aware of the situation. 

At this moment I think the best for you is to continue the assistance with our support team. I opened a case for you regarding this, they will contact you very soon. 

Please let me know if you have any other questions. Have a nice weekend! 

[AdamWFB]

I am having the some unresponsive on the right 1/2 of my ionic. In a similar way, it’s the 1/2 that would allow me to perform a factory reset. Any thoughts?

[SBedi]

> You reset the Fitbit by flowing these steps:

> press all 3 buttons for 10-12 seconds.

> When the Fitbit logo disappears, quickly release the bottom right button, ONLY. This is time sensitive, release immediately as the logo disappears.

> Continue to hold down the left and top right buttons .

> Release all buttons When the device vibrates.

> 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 .

> When the watch successfully resets, please use the normal out of the box process of updating the firmware and setting it up.

Hope this works for you

[GraceGFitbit]

Nice to see that you're digging into the Forums @AdamWFB, let me give you a warm Welcome to our Community. Many thanks @SBedi for your help, I'm glad to see you here. 

@AdamWFB, I would like to know if you tried the steps provided by @SBedi? Did it work? 

Thanks for posting and I hope to see you chatting around enjoying the Forums!

[AdamWFB]

Hi, thank you for following up and asking.
Yes I performed the hard reset and the screen reloaded but looked like this:
(please photo attachments)
I then started the sync process with my phone and I was able to load it until the 4 number pin authentication was thwarted due to not being able to read the screen.

I then put it in a jar if rice for the past 2 days and screen is not fully black/blank/non-responsive. However the watch can transpond with my phone and I can start the sync process but am stopped at the 4 number pin.

It would seem to me it’s a screen issue. What should I do?

Sent from Mail for Windows 10

[GraceGFitbit]

Thanks for replying @AdamWFB. 

If you have done everything advised in this thread, then it might be a good idea to contact our Support Team for further assistance. I opened a case for each one of you so our Customer Service will be contacting you very soon. Our support team can confirm more information with you and accomplish a solution for you easily.

I'll be around if you need anything else.

[johneric8]

If it's out of warranty and past 12 months,  fitbit will ask you to purchase new one. Once part of the screen doesn't work,  that is likely because of a bad seal with the Ionic that let in moisture.  The Ionic while working is a good watch,  but it's littered with factory defects and unfortunately most Ionics don't make it to the 12 month warranty.  I went through about 4 in 14 months..  My wife had two fail, and so did I... 

I got Amazon to refund me because they felt like after reading the forums there was something not right with the IONIC considering all the negative press..  I'm very fortunate I had an Amazon Representative visit these forums to witness the outrage with customer service. I'm very thankful that Amazon is standing behind me as a customer and is cleaning up this mess..

[GraceGFitbit]

Hi @johneric8, thanks a lot for taking the time to update this thread with your feedback and comments. It's very important for us to read what are you experiencing with our products.

Fitbit is always reviewing your responses to provide feedback to our product development team so thanks for sharing. 

To know more about our warranty policy click here. 

Please don't hesitate to contact us back in case you have an additional question. 

[Punnyabrata]

I'm facing the same problem. Started a few days back. When it kept prompting unlock with your phone. Then the clock face screen started intermittently flickering. I changed the screen to the default Ionic Adidas screen. Now the top half of the screen is responsive only. The bottom half is blank.