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Unresponsive device after factory reset

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‎12-24-2019 01:49 - last edited on ‎12-24-2019 14:02 by Fitbit Moderator

‎12-24-2019 01:49 - last edited on ‎12-24-2019 14:02 by Fitbit Moderator

Hi, I noticed that my Fitbit wasn’t working properly when it didn’t record my sleep accurately. I manually updated my sleep time and then notice that it was counting my steps as if I was moving when I was actually sat on the sofa and not even moving my arm. I tried to update the app via WiFi and Bluetooth but that did not work. I then turned my Fitbit off and on again but still it was counting my steps without moving. So then I removed my Fitbit from my app and carried out a factory reset and now it won’t even turn on at all and I’ve got a black screen. It won’t charge, it won’t turn on and I cannot re-add it to my app

 

Moderator edit: Subject for clarity

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5 REPLIES 5

‎12-24-2019 14:02

‎12-24-2019 14:02

Hello @Loulabelle8419, welcome to the Community Forums! It's a pleasure to assist you today.

 

Thanks for bringing this to my attention and for troubleshooting your device prior to posting. 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. 

 

Let me know if you have any additional questions, I'll be here.

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‎12-24-2019 18:25

‎12-24-2019 18:25

Yup.  Tracking steps without placement on human. It’s sitting still, no vibration. Factory reset.  Updated.  Not working still.  Synced back to I phone now it’s tracking steps without movement again. Do I need a new one?

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‎12-24-2019 23:53

‎12-24-2019 23:53

I noticed that the clock was not displaying on the main screen, so I tried to reboot the device: used the shutdown in Settings, and then tried to turn the Ionic on again. But it's dead - won't start. What now?

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‎12-25-2019 00:43

In response to gcoupe

‎12-25-2019 00:43

Found that I needed to hold in all three buttons to get the Ionic to power on again. This latest firmware obviously has problems and seems to have changed the power on behaviour as well. 

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‎12-25-2019 02:57

In response to RicardoFitbit

‎12-25-2019 02:57

Hi Ricardo I can confirm that there are no green lights on the back. I checked the link and have done all I can to try and get it working again but it’s completely had it

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