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My Fitbit Ionic is not starting

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎07-28-2019 01:43

‎07-28-2019 01:43

Woke up in the morning to find my 1 1/2 year old Fitbit Ionic with a black screen !

I thought battery could be empty ! tried charging, nothing happens when connected to power.

Tried another charger, tried connecting to a computer instead of wall socket, NOTHING.

Read somewhere I could long press the left button with the bottom right one, nothing.

Any other advice ? Or at least what to do next ?

Best Answer
9 REPLIES 9

‎07-29-2019 12:53

‎07-29-2019 12:53

Hello @Michel-nl it's nice to see you again participating here in the Community Forums, welcome back.

 

First, I'd like to appreciate your effort and patience troubleshooting your Ionic prior to posting. 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. Even though you already tried the restart process, the actual order of the steps that are specified there is really important. 

 

Let me know if you have any additional questions, I'll be here.

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0 Votes

‎07-29-2019 14:06

In response to RicardoFitbit

‎07-29-2019 14:06

Hello Ricardo, thanks but it is completely dead, the lights on the back are not working, tried also the restart procedure to hold the left button and the button right under for more then 15 sec. but it is not responding any more it stays black and off🥀😭 

Best Answer
0 Votes

‎07-29-2019 14:08

In response to Michel-nl

‎07-29-2019 14:08

Sorry clicked for a solution but is wasn't clicked wrong

 

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0 Votes

‎07-30-2019 13:54

In response to Michel-nl

‎07-30-2019 13:54

You're welcome @Michel-nl it's a pleasure to continue assisting you.

 

Thanks for taking into consideration the troubleshooting steps that were previously shared. 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 follow 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. 

 

I'll be here if you need further assistance. Keep me posted.

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‎07-30-2019 15:55

In response to RicardoFitbit

‎07-30-2019 15:55

I am having the same issue as mentioned in above post. Tried restarting, Factory reset but not a thing. Ionic continues to be dead. Tried charging as well but no response on ionic. It was working till afternoon and suddenly not working. 

Best Answer

‎07-31-2019 07:27

In response to RicardoFitbit

‎07-31-2019 07:27

Dear Ricardo, I am sorry but your advice did not worked,  I tried all the things mentioned here in the community, and think I get keep busy with solutions what won't work and give up hope,  but it  is still not working it needs to be repaired or replaced. It can't be that a expensive watch is broke after 1 1/2 year. 

Best Answer

‎07-31-2019 07:30

In response to NavinT

‎07-31-2019 07:30

Yes same here as you described, it stopped suddenly when I was still in bed, it worked at 8 and 8.10 it was completely broke.

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0 Votes

‎08-07-2019 09:14

In response to RicardoFitbit

‎08-07-2019 09:14

Hi @RicardoFitbit  Please inform me how do I get my watch repaired? 

Best Answer

‎08-18-2019 20:00

In response to Michel-nl

‎08-18-2019 20:00

Thanks for your reply and update @Michel-nl.. Also, welcome to the Community Forums @NavinT, my sincere apologies for the delay in responding both of your posts.

 

Thanks for the details that were shared in your posts, your patience and effort troubleshooting this situation is appreciated. I was informed by our Customer Support team that they already provided both of you with assistance regarding this situation, therefore, my best advise will be for you to contact them back if additional questions remain unresolved about your cases outcome.

 

See you around. 

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