My Ionic shows a black screen

[Juffie73]

Ik hoop dat iemand mij kan helpen.

Ik hem mijn fitbit Ionic meegenomen op vakantie, alleen niet gedragen.... nu doet hij het niet meer: alsof hij uit staat. kan iemand mij helpen?

mariska

Moderator edit: updated subject for clarity

[EdsonFitbit]

Welcome to the Fitbit Community @Juffie73. It's great to have you here. 

We currently aren't staffed to provide support in Dutch. We'll be happy to assist you in English, Spanish, German, French, Korean, Mandarin, Italian or Japanese while we work to provide support in additional languages.

Please let me know if you have any questions.

[JLAL]

Hoi Mariska, Ik weet niet of je probleem is opgelost? Ik had nl. hetzelfde. Ik heb toen de Fitbit (Charge3) op mijn computer aangesloten en toen via het knopje aan de zijkant (8 seconden vastgehouden) een zgn. restart gegeven. Eigenlijk kwam direct het smily tekentje in beeld. Nu werkt hij weer normaal,

Groet,

Jacob

[AlvaroFitbit]

@JLAL Welcome to the Fitbit Community! It's great to have you here! Thank you for sharing what you did to fix your issue as this may help other members in the same situation. Just know that we don't have a Dutch board but your help is appreciated.

@JLAL Welkom bij de Fitbit-community! Het is geweldig om je hier te hebben! Bedankt voor het delen van wat je hebt gedaan om je probleem op te lossen, omdat dit andere leden in dezelfde situatie kan helpen. Weet alleen dat we geen Nederlands bestuur hebben, maar uw hulp wordt op prijs gesteld.

Ik zal er zijn!

[Paul0571]

I have de same problem with mij ionic. My fitbit fell out this night and does not want to start anymore. If i want to charge the fitbit, it will not respond.I only have it in use for 14 days! Did the divice fail?

[EdsonFitbit]

Welcome to the Fitbit Community @Paul0571.

I'm sorry to hear that your Fitbit Ionic doesn't turn on. Thank you for the information provided. If you haven't done it already, please follow our troubleshooting steps to resolve battery issues.

If this doesn't work, you can perform a factory reset by doing the following, but keep in mind that your apps, stored data, personal information, credit and debit cards, and saved settings:

On your device, open the Settings app > About > Factory Reset or Clear User Data.

If you have any question, please don't hesitate to contact us back at any time.

[DeeeBeee]

Also same problem with my 2 weeks old fitbit Ionic. One hour before black screen problem started, battery was still 12% charged. When I arrived at home the screen was totally black. I connected the charger and I just saw the big empty battery icon on the screen, nothing more. 20 min. later, nothing was changed, so for me the battery didn't charge. I removed the adapter, cleaned the connetors, checked the charger... In the meantime we are a few hours later and the screen stays 100% black...

I tried as mention by someone else at this forum to connect the watch to my PC, but nothing changed.

If you ask me, not a  good Fitbit start. I think the best I can do is send it back to Coolblue and ask my money back.

Kind request to the moderator of this item, please add to the title  " zwart scherm the translation "black screen".

Thx D.B.

Moderator edit: merged reply

[EdsonFitbit]

Welcome to the Fitbit Community @DeeeBeee.

I regret to hear that your Ionic screen is black. Thank you for following different troubleshooting steps before contacting us. To investigate your situation, I created a case with Customer Support. Please check your inbox on the next days. They will let you know how to proceed as soon as possible.

The subject has been updated, thank you for your request.

If you need further assistance, please let me know.

[Petra83]

My fitbit ionic screen turned black while i was asleep. The battery was fully charged. I can’t get it back on. Tried to charge anyway but that also doesn’t make a difference. 

[Ncullen]

I'm having the same problem with my ionic, it almost as if the sceen is going out similar the way a t.v screen goes out. I've tried the same trouble shooting, it will on a few seconds and then goes black again.

Has support found a solutions yet?

[Matthijs999]

Same for me. Went to bed (not wearing the Ionic). It was charged 70%. Next morning it did not respond at all. Pressing 2 or 3 buttons (reset, restart) only lit up the screen a little bit from black to grey for 1 second but no response at all. No lights at the back of the ionic. Tried with and without charger connected. 

Seems to me that Fitbit has a serious issue with the ionic if I read all those posts here.

Created a helpdesk ticket for now. If that doesn't solve it, the thing goes back ( I only have it for 2 months) to the media markt

[Petra83]

Nederlands volgens mij? 

Bellen naar fitbit gaat het snelst. Ik had binnen een week een nieuwe ter vervanging omdat het binnen de garantieperiode viel.

Succes! 

[Matthijs999]

NL idd 🙂 Dank voor de tip. Ik zal ze morgen eens bellen

mvg

Matthijs

[DeeeBeee]

For your information. I'm a Dutch speaking person too.

I just want to mention that in the meantime, my watch does work well. I think about 24h later I saw in my fitbit app, that there was connection with the watch again.

A short time after the watch was restarted again, I received a privat message from the community moderator. He told me that they saw in the backlogs on their system that everything was working well again. So problem solved. Why and how it was solved still’s a question for me. Hopefully it will stay that way.

Do they send fixes in the background...?

I doubted if I'd send the ionic back. To date, however, I have not yet done so. At the moment the movement is working properly. Keep your fingers crossed.

[Matthijs999]

Hmm interesting. Good that it helped you!

My Ionic seems completely dead though. Doesn't react at all anymore. Not even the 1 sec grey screen after pushing (a combination of) buttons so I guess it's impossible to fix that remote by anyone.

I'll wait for the e-mail response or call them tomorrow

[Ncullen]

My ionic died even after I called in for tech support, so they sent me a
new one since it was still under warranty, however it took 3 days ro get it
up and running. What ever the new up date was that had to be installed took
forever. Its working now so I'm tracking again 😅

[EdsonFitbit]

@Petra83 @Ncullen Sorry for the delayed response.

I noticed that you've been in touch with Customer Support. I'm pretty sure they will be happy to provide assistance as soon as possible.

@Matthijs999 Thank you for letting us know that you created a helpdesk ticket. I'm pretty sure that our team will do their best to provide a high level of support. Thank you for your patience.

@DeeeBeee I'm glad to hear that your problem was solved. Thank you for letting us know.

Feel free to contact us back at any time.

[Ncullen]

Absolutely,
Tech support was great in getting me a replacement after going though all
the trouble shooting.

[Nakika]

My first ionic failed after 14 month, the replacement also fails now after 14 month. No Fitbit for me ever again.