My Ionic won't turn on

[TazzaR]

Help, I have an Ionic that is dead - when i put it on charge it does not display anything - blank screen.  Have tried holding the left and bottom right buttons down to restart, no joy.....   Could it be the cord?  would hate to spend $30 and find out its something else!

Moderator Edit: Clarified subject

[RicardoFitbit]

Hi @TazzaR, welcome to the Community Forums.

Thanks for bringing this to our attention and for trying some troubleshooting steps before posting over here. 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.

Looking forward to your reply.

[TazzaR]

no lights, action - completely dead after having worked fine.  using same charging station/cord as always (have tried a number of different charging points/hubs/PC usb etc)

[TazzaR]

looking at this forum it seems a common issue with Ionics..   whats the fix?

[RicardoFitbit]

Your reply is appreciated @TazzaR.

Thanks for taking into consideration the troubleshooting steps that were shared on my previous post, I'm sorry to know that you're still experiencing difficulties with your Ionic. That said, I recommend you to follow the next steps to try our factory reset procedure:

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. 

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

[TazzaR]

Thanks Ricardo.

I had read about 'all 3 buttons' fix previously and have tried it - both when it is connected to charger and without, and it remains unresponsive.....

Yesterday I purchased a new charge cable in case it was the problem, and tried all of the combinations of button pressing sequences, and also, no response....

regards

Tarren

[RicardoFitbit]

You're welcome @TazzaR, your reply is also appreciated.

Thanks for trying with a new charging cable, certainly, your Ionic isn't working the way it was designed. That said and because the issue persists, let me share with you that our Customer Support team was contacted on your behalf to provide you further assistance with the difficulties you're currently experiencing. Please keep an eye on your email inbox because they'll be in touch with you pretty soon. 

In the meantime they contact you, let me know if you have any additional questions.

[TazzaR]

Hi can you confirm they will contact me, have not heard anything....

[RicardoFitbit]

Your reply is appreciated @TazzaR.

Thanks for your post. Let me share with you that I've created a ticket for you with our Customer Support team for them to further assist you with your Ionic. Keep in mind that due to holidays high season, it may take them 5 - 7 business days to contact you. Your understanding and patience are appreciated.

I'll be here if you need anything else.