Stuck on logo screen

[Wint66]

Hi my Ionic is stuck on the logo screen and I can’t reset it any advice?

[RicardoFitbit]

Hi @Wint66 welcome aboard, I'm happy to help you with your Ionic concern.

I'd like to appreciate your effort at the moment you tried to restart your device, this is certainly not a common situation. If you haven't already done so, I recommend you to perform our factory reset procedure, which is completely different than the restart process that was 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.

[Wint66]

Thanks for the message I have been through the factory reset with the online chat and it did not work, I am being sent a replacement.

[RicardoFitbit]

You're welcome @Wint66 thanks for your reply and update.

Thanks for taking in consideration the factory reset procedure that was shared on my previous post. I'm happy to know that our Customer Support team assisted you further with this situation and provided a replacement device based on our warranty policies to get you back on track. Don't hesitate to contact me back if you need anything else and contact them back for more information about your replacement order status. 

See you around! 

[Wint66]

Seems I may of spoken to soon, so after nine days from the order of the replacement it still has not been dispatched.

[PatriotRobbo]

I tried the factory reset on my ionic as suggest in this forum and now it is stuck with the Fitbit logo flashing on & off. How do I resurrect my ionic or is it time to buy a Garmin???

[RicardoFitbit]

Hey guys! It's a pleasure to continue providing assistance, my apologies for the delay in responding your posts. A warm welcome to our Community Forums @PatriotRobbo. Thanks for your reply and update @Wint66.

@Wint66 Let me share with you that as a Community Moderator, I don't have access to your replacement order information to provide you with an update. That said, please contact our Customer Support team again to receive further assistance and more information regarding your replacement order. 

@PatriotRobbo Seems odd that after trying the factory reset procedure your device is still not responding. I was informed by our Support team that assistance was already provided by them, therefore, I suggest you to contact them back if you require further assistance with your device. I recommend you to constantly check your email for any updates from them.

Don't hesitate to contact me back if both of you have any additional questions or need anything else.