Unresponsive device

[Chriscotton1979]

I have tried doing the resets holding the buttons etc but nothing it’s just totally dead and does nothing. It’s only just gone 20 months old and certainly not what I would expect something of this cost to last. What have other people done with similar issues 

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Chriscotton1979, welcome to the Community Forums!

Thanks for bringing this to my attention and for troubleshooting your Ionic 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.

[Bgfines]

I'm having the same problems.

My watch stopped working on Dec 28th; exactly 1 year and 2 days after I bought it. All tracking stopped working that day.  I tried resetting dozens of times but it remained unresponsive. (Although the time was accurate and it did record a few token steps. A few hundred rather than the thousands I normally get in a day.)

After hours of research, I eventually found a post that suggested deleting the ionic from your phone app and then setting up a new ionic device may get it working. I tried this late Dec 29th. It worked and I was back up and running - for a while.  About 18 hours later, it stopped working again.

On Jan 1st, I tried resetting again and this time it appeared to be working.  The green light on the back turned on and steps and activity were being recorded.  However, the heart rate monitor wasn't working.  Also, it became apparent that the steps being recorded weren't accurate. (eg. I went on a 2.5 mile run and the steps recorded were way off and the distance using the GPS was incorrect.)

This so-called fix had gone on for the last 4 days, but as of today, it stopped working again.  Resetting and deleting from App doesn't do a thing.  Totally frustrating.  Also, I'm constantly getting a notification that my firmware needs to be updated.  I've updated a number of times, but I keep getting the notifications. (I was updated to 27.70.7.14 weeks ago.)  When it has been working sporadically over the last few days, I wasn't getting the firmware notifications, but now that it's not working again the notifications are back.

I contacted support - but have yet to get a satisfactory response. I think my watch is toast.

[Chriscotton1979]

Hi

No lights at all the device just turned off and is dead by the looks of it

Sent from Chris Cotton's iPhone

[RicardoFitbit]

Welcome aboard @Bgfines and thanks for your update @Chriscotton1979, my apologies for the delayed reply.

@Bgfines Thanks for taking the time to share your thoughts and experience with your Ionic, your effort troubleshooting your device is greatly appreciated too. Since you already contacted our Support team about this situation, my best advice for you at this moment will be to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Don't hesitate to contact me back if you need assistance wit anything else besides this.

@Chriscotton1979  Certainly, your Ionic device isn't working the way it was designed. Let me share with you that our Customer Support team was contacted on your behalf to provide you with further assistance regarding the difficulties you're currently experiencing. That said, please keep an eye on your email inbox because they'll be in touch with you pretty soon.

I'll be around.

[Misterwoo]

Yes! I have the same exact issue after the update! Plus, my fitbit doesnt even charge anymore! Send help!

Moderator edit: Format 

[RicardoFitbit]

Welcome aboard @Misterwoo, thanks for bringing this to my attention.

Sorry for the delayed reply. If your device isn't charging anymore, please try the steps that were shared on my previous post and let me know how it goes. 

I'll waiting for your reply.

[Misterwoo]

Hello,

I have tried all your suggested steps, and still does not work.

Thanks,

Andrew

[RicardoFitbit]

Your update is appreciated @Misterwoo, sorry for the delayed reply.

Thanks for troubleshooting your device. I was informed by our Support team that they already provided you assistance with the inconvenience you experienced with your Ionic device. That said, my best advice for you at this moment will be to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. 

I'll be around if you need anything else.

[Olesgirls]

Sooo, I have had one kind of Fit Bit or another for over 8 years and after today I will never ever ever buy a Fit Bit again! I bought the Fit Bit Ionic in November 26, 2018. Six months later (May 2019) the screen froze up and would no longer track my steps, sleep, or heart rate. So, I did some research and saw others were having the same problem so I called Fit Bit and they sent me another Fit Bit Ionic. Fast forward till today guess what happened the same darn thing with the Fit bit Ionic Replacement.. Obviously there is something wrong with this Model as others are having similar issues. So, I once again call Fit Bit and they tell me its been a year since I got the original Fit Bit Ionic so their is no warranty and im out of luck.. But, because I’m such a loyal Fit Bit User they will give 20% off of any New Fit Bit!
Lol, what a joke you already took me for $299 dollars Fit Bit with selling me the defective Fit Bit Ionic, I will never give you any if my hard earn money again!

[RicardoFitbit]

Hi @Olesgirls, welcome to the Community Forums! Sorry for the delayed reply.

Thanks for taking the time to share your thoughts and personal experience with your Fitbit device, I understand your situation and how frustrating this matter can be for you. I'd like to let you know that we are always striving to improve the Fitbit experience with our products and services, therefore, the feedback that's shared here in the Community Forums is always appreciated and really helpful for us to evaluate our procedures and make sure that we are delivering what our users want and need.

Since you already received assistance from our Customer Support team, I suggest you to contact them back if you require further assistance or if you have any additional questions about the outcome of your case. Also, for a better understanding of the information they provided to you, please check our warranty policies here. 

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