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Replacement arrived today and not working

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‎10-16-2019 22:13

‎10-16-2019 22:13

After my first Ionic stopped working completely after 17 months Fitbit agreed to replace it. Received the new one today and started the set-up. Everything appeared to be fine and then the set-up said it lost the connection at 55% complete. My WiFi connection was working fine. App kept saying to keep the device close by which it was a couple inches away. It was just frozen for quite sometime. 

 

Turned off the device and tried restarting and it won’t start at all. Just a blank screen. Battery was fine with my initial set-up attempt. Put the charging cable on again and there are not any lights. 

 

I have tried a reset and still nothing. Not sure what to try at this point. BTW, was setting up to an iPhone. 

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5 REPLIES 5

‎10-17-2019 15:11 - last edited on ‎01-15-2025 07:57 by Fitbit Moderator

‎10-17-2019 15:11 - last edited on ‎01-15-2025 07:57 by Fitbit Moderator

@Bruski105 It's great to see you around. 

I appreciate the details mentioned and the troubleshooting tried. Sorry to hear that you're experiencing this with your replacement Ionic. 

I've shared your post with our Support team and they've mentioned you already have a case with them, please continue the communication through email, they will continue assisting you. 

I'll be around if you have any additional question. 

Want to get more active? Visit Get Moving in the Lifestyle Discussion Forum.


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‎10-30-2019 19:37

In response to SilviaFitbit

‎10-30-2019 19:37

2nd Replacement just arrived and I’m concerned if I will be able to set this one up before it bricks like the last one. Has the issue with IOS 3.1.3 been resolved? Reading various threads it appears many issues have yet to be resolved.

Sent from my iPhone
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‎10-31-2019 10:46

‎10-31-2019 10:46

EXACT same thing happened to me - replacement came...charged it for over 2 hours...began setup...said connection was lost, tho iPhone & Ionic were side by side. Now COMPLETELY DEAD - nothing I have tried with bring it back...HELP! 

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‎11-01-2019 15:36

In response to Ol.grizz51

‎11-01-2019 15:36

I received a 2nd replacement 2 days ago and the set-up worked. Things seem to be working ok but I noticed last night that the heart rate on the watch isn't working properly. If I open the app it shows the bpm but on the watch it's a constant number. I'm a little afraid to try a restart and have the watch brick again. It's a pain to have to keep reading the various forums in an attempt to get the watch to work as it should not to mention the time wasted.

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‎11-01-2019 16:07

In response to Bruski105

‎11-01-2019 16:07

I changed the watch face and that corrected the issue. Hopefully everything else will be good to go.

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