My Ionic screen is black

[alfore]

Hi there—

My FitBit Ionic screen has suddenly gone black, but lit around the edges as it still on. I had put it on the charger, and the green sensors were on, but still nothing comes on the screen. I’ve done hard resets, and the black screen will cut on and off but the FitBit logo never appears. It still seems to be syncing data, as it shows 90% battery life in the app, but still… nothing on the screen. I’ve gone in and changed the clock face, to see if that would register something on the screen, will nothing. Is there anything else I can try? Or is my Ionic officially dead? 

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community, @alfore.

I'm sorry to hear about the difficulties you experienced with your Fitbit Ionic. Thank you for trying to get them resolved before contacting us.

The best way to get help for this problem is to chat with us online or give us a call. Please click here to get connected.

Have a nice day.

[MiikeB]

Thanks, have connected via chat yesterday, the person was very sympathetic & nice, but unable to offer any useful resolution. She initially suggested we do a 'factory reset' bit then later said that's no longer possible for Ionic. I understand it's now been escalated for a more senior / specialist review, and they'll be in touch via email.  Nothing so far, but will keep waiting.

[LZeeW]

@alfore  @MiikeB   Please stop trying to get your Ionic working.  Fitbit is recalling all Ionics worldwide.  There is a blue pinned thread at the top of this forum with more information.

[EdsonFitbit]

Hello everybody, thank you for visiting the Fitbit Community.

Currently, there is a voluntary Safety Recall of Fitbit Ionic Smartwatches.

For more information, please visit this thread.

Have a nice day.