Update failed and now my Ionic won't turn on

[SilverbackBRC]

I tried the update on my less than year old Ionic and after 30 min of loading it said it failed. Then my Ionic wouldn't pair with my phone anymore so I tried to restart it per other suggestions on this forum. It turned off and now won't turn back on. Pretty sure this update just bricked my Ionic. Any help?

[SantiR]

@SilverbackBRC Welcome to the Fitbit forums! Thanks for reporting the situation you are experiencing with Ionic not turning on after updating it. Thanks for trying the restart steps in order to sort this out. 

By any chance, is it charging? If it is not, please try these solutions to sort that out.

If it is, please try changing the clock face on it. This has helped other users in the past.

I also went ahead and contacted you via PM. Please keep an eye on your Community inbox.

Keep me posted! 

[sgtsurge]

I just did the update today and it did the exact same thing refer to in this post now my Fitbit will not turn on at all I have tried reset multiple times and also plug it in to charge it in case that was an issue also please help.

[Britt23]

My fitbit ionic did the same thing! I'm on with customer service now.

[Alibeneida]

I have this same problem with my ionic not turning on or responding to anything. I have contacted customer support and was told all troubleshooting failed and offered 25% off to purchase a new one, I bought this one for close to 300$ in May 2018, I am not buying another Fitbit product ever! This cannot be the only solution, what kind of customer service is this for a product at this price point with a product life of 1yr 4mo? Oh and I'm still on hold with "customer service" he abruptly cut me off without explanation when I asked him a rational question 😕

[LennyCamaro]

I’ve the same problem since the app update a couple of days ago. I’ve tried everything. Restarts, factory resets and it’s still losing time and refusing to sync. It’s only bought last year and I’m really fed up

[BostonKav]

Same thing for me. My ionic was working yesterday. I took it off and put it on my bedside table. Picked it up this morning and it won't turn on. Tried all the help steps, then called customer support. I was told my fitbit is out of warranty (purchased July 2019) and all I can do is buy a new one with a 25% discount code.

This is a ridiculous policy. I didn't break my watch. I put it down on a table, and when I picked it up 9 hours later, it wasn't working. Because I purchased the watched 14 months ago instead of 11 months ago, all I can do is go spend $187 + taxes (price of Ionic minus 25%) to buy another one.

[BostonKav]

July 2018*

[Samuelbeasley]

my ionic is now down as well. i've tried all of the corrections listed below

[LwrHrtRt]

Contact support. Get a case #. Hold them accountable.  It's not just you having this same issue. The forum is filling up with it. I just got off Fitbit Chat Support myself:

Natalia: I was discussing with my team and we have been receiving some customer's reports about this issue after the update.Natalia: However, Fitbit has not notified us about that. When there is a common issue, Fitbit sent us an alert with the release and the steps that we need to follow in each caseNatalia: So many agents and supervisor are waiting for instructions to continue handling this case.Natalia: I have a suggestion for your case.Natalia: I'm going to send you a follow up email, that way, we can keep in contact regarding this common issue and wait until the Fitbit release.

[LwrHrtRt]

@Alibeneida  Contact support again. Get a case #. Hold them accountable.  It's not just you having this same issue. The forum is filling up with it. I just got off Fitbit Chat Support myself:

Natalia: I was discussing with my team and we have been receiving some customer's reports about this issue after the update.Natalia: However, Fitbit has not notified us about that. When there is a common issue, Fitbit sent us an alert with the release and the steps that we need to follow in each caseNatalia: So many agents and supervisor are waiting for instructions to continue handling this case.Natalia: I have a suggestion for your case.Natalia: I'm going to send you a follow up email, that way, we can keep in contact regarding this common issue and wait until the Fitbit release.

[njdan]

The same thing has happened to me...after the screen turned green with the logo it turned off and now won't power on. 

[d_k]

https://community.fitbit.com/t5/Ionic/Fitbit-OS-4-0-2-Firmware-Release-27-68-9-15/m-p/3825644/highli...

Try that, seems to have resolved the issue for at least two other users.

---

@JoeNic wrote:

The update also made my Ionic "unresponsive." 

After spending 45 minutes on the phone with a customer service representative, I was offered a discount to purchase a new device, since mine was out of warranty. I was not satisfied with this, and I asked to speak to a supervisor.

The supervisor eventually told me to hold down all three buttons, wait for the logo to disappear, and release just the bottom button to do a factory reset. I didn't even have to do the full reset. I just held down the three buttons and it woke up. It lost the time it was dead, but it was fine after a sync.

I was very unsatisfied after the call because I was on the phone for nearly an hour before I got a very simple fix. But at least my Ionic works... 

---

[njdan]

Nope, still dead.  Customer Service had me try that.

[sgtsurge]

I have tried that also multiple times as well holding all buttons and the
device is still dead. I was told I would be sent an email to get 40% off a
new device and the email I received was for 20%. Went back to an old Fitbit
and still thinking about what to do. My wife has a Ionic also and we have
not done the firmware update for this reason so she does not lose her watch
also. I think it shows fitbit that the firmware update is corrupted in some
way and they should pull it from the system. When I made the call two
Fitbit on The talk they told me exactly the serial number on my watch, when
and where it was bought, what percent my watch was at when I started the
firmware update, how far it was able to get before the shutdown or restart
whatever was being done occurred. They knew exactly when it occurred, how
it occurred and the why is not known. In situations like this a company
should try to honor their customers when it is caused by there software or
device. I can understand if the person did something wrong or it's been
dropped or stepped on or whatever that is a different situation. I'm sure
they are making a profit on these. I'm not sure how many people this has
happened to, but it seems to be growing and more often.

[KellyJean]

The update just killed my Fitbit.  I have been a very active member and purchaser of this product since they first came out.  I will go buy and Apple Watch.  This is ridiculous.  I updated today and have tried everything but it will not turn back on.  If Fitbit will not stand behind their products, then I guess it's time to move on.  I'll miss my community, but I will not continue to buy products that fail when they are updated.  

[SunsetRunner]

Same thing here - did an OS update about a week ago and ended up with a black face.  Won't show charging, won't reset, soft or factory.  Just another brick in the wall!

[SunsetRunner]

Same here.. what to do??😭😭

[Kristin-cycle]

I just tried to update my ionic and after 30 minutes of trying to install it failed. Now my ionic won’t turn on, won’t charge. It went from being perfectly perfect to dead. I’m so sad as reading all the other posts it seems like there’s no help. I can not afford another watch. 😔

[Bizzle2288]

Tried to update mine yesterday, having the same issue. Would have never tried to update if I knew this was going to happen.