Fitbit Sense 2 not working after update

[HydrogenX]

I installed an update recently, and after I did the watch screen says to synch in the app. I am able to do that, but the watch face never returns to normal. The app continues to receice data. I have tried many (all?) Of the things listed on what to do when it doesn't synch but my issue seems distinct from that. When I restart I get the flashing logo and a red X and the screen returns. The battery dies very quickly, lasted less than a day when it would last most of the week before. I was hoping thag when it did die, it would let me charge it and a reboot might fix. Now, it does not show that it is charging. Is this one of those updates that destroys it so that I have to get a new one? Any help would be appreciated, and if I get the time for a customer service call and they have any ideas I will update. Thanks everybody!

[EstuardoFitbit]

Hey there @HydrogenX. Thanks for reaching out! I appreciate you taking the time to troubleshoot your device.

I understand how frustrating it can be when your Fitbit isn't working as expected, especially after an update. 

To help us troubleshoot, could you please elaborate on the specific troubleshooting steps you've tried? This will help us determine the next best steps.

I know this isn't ideal, but it might help isolate the issue. 

[Schoja]

Same here! And I read the problem often in the german speaking forum! Since the last update a few days ago. Did you find a solution? 

[HydrogenX]

Hey everybody,

Thanks for reaching out and attempting to help. I had tried unpairing and restarting (would show a red x and go back to the synch screen) I let it die and restarted it and that didn't help, I had found some stuff about pressing the button to trigger a factory restart and that never worked either. The tracker kept tracking my data but as the charge would last less than 12 hours it was useless. I kept trying to periodically restart it and let it die. I un-installed the app and forgot everything from my phone. Today, I tried to change the watch face. I downloaded a new one and it failed to completely install over and over. However, upon yet another restart it had done a factory reset. I am not sure what it was that finally straightened it out but I would try to change the watch face. Good luck! I will forever live in fear of when it needs an update 😂

[Joe1994]

I am still having the same problem as HydrogenX. I cannot do a factory reset at the screen is unresponsive on the watch. I have tried deleting the app. Turning off bluetooth, forgetting the watch in app, forgetting the device in bluetooth, hard resetting, turning my device off and back on again but thing is working. Any ideas?

[EstuardoFitbit]

@HydrogenX Sounds like you performed a Factory Reset accidentally. That is kind of funny!

@Joe1994 If you want to give it a chance, please follow the next instructions to perform a Factory reset: 

IMPORTANT: Please note that the apps that were installed on your Versa 2 will need to be reinstalled after the restart, and if your Versa 2 is not synced, any data from the last sync will be lost.

• Press and hold the button for about 8 seconds until the screen turns off.
• After the screen turns off, you will feel a brief vibration.
• When you feel the vibration, release the button and immediately press and hold the button again.
• Wait until the blue logo appears and then disappear.
• Immediately release the button and then immediately press and hold it again, until you feel one more vibration.
• After you feel this vibration, release the button.
• This vibration indicates that you have started the factory reset.

Once the Fitbit logo appears, the Fitbit device will display the image with the phone icon and the setup prompt. Set up your watch again by following the instructions in: How do I set up my Fitbit device?

[1GinnyME1]

@EstuardoFitbit

I don't think ANY of this was funny, especially to @HydrogenX. People come to you for help for their issues with their Fitbits and you tell them it's FUNNY, what they did? You asked what troubleshooting steps they asked. Next time, give the steps instead.

How do you set up your Fitbit? It's already set up, it's needs proper updates to work properly. There's no rockers scientists who work at Google or Fitbit unfortunately, so this what we're stuck with. Sup par devices & outdated technology. 

More issues with Fitbit, why are the developers trying to FORCE a crappy, useless, update when there's a whole board of people complaining about it? Please make it stop! Might as well put it in the trash now and cut my losses on this worthless 💩

[JiriK.]

I have experienced similar problems: an infinite restart loop after update.  I have tried the suggested factory reset, which sort of worked because the original octagonal face appeared.  For sure, I selected "factory reset" from the menu.  The watch then showed a logo and a progress bar (of update?), after half a minute or so, my face appeared for a second and the same "update" kept repeating about 5 times.  The last one miraculously succeeded and Sense 2 is working now and synchronized (i.e., the "factory reset" did not forget the pairing with my phone).  The only forgotten information is about my card, which keeps me a bit safer.

[PmcD7]

The exact same thing happened to me.

[TerenceE]

Same problem.  Not funny.  My Sense 2 was working this morning, stopped communicating with my phone after a synch at 11:33 am, shows 63% charge on app, and can't get a screen to light up.  It buzzed once when attempting to charge, but no display & won't synch.  Was it the update?  Sure seems like it.

[ArtistObscure]

I’ve had the exact same problem. Ever since I did an update on my Sense 2, I’m getting constant reboots. Nothing works. It’s the update. They need to fix it on their end. 

[1GinnyME1]

I agree. I refuse to update the Fitbit app because of all the recent reviews on the Playstore App. I got a notification that if it's not updated by September 30, it won't work properly. News flash, it does not work properly now so.... 

[ArtistObscure]

I wasn’t thinking that it was going to make my watch mostly unusable. I can see the time but if I scroll it will just reboot. I should have known it would have issues (updates always have issues). I’m just worried it’s something they won’t bother to update. 

[1GinnyME1]

I refuse to update. I go the the Playstore and on the top 3 dots, the 3rd one down there is box you can uncheck so you don't get auto updates. If mine stops working September 30th like they said on the app notification, no be it. I'm so done with Fitbit anyway. 

[TerenceE]

I’m pretty sure my heart rate isn’t zero.  The device’s clock face displays the beating heart, but heart rate is zero & sleep isn’t recorded.  Suggestions?  These issues (and others) only happened after firmware update.

[RichEich]

I'm having the same problems as the rest of your customers with the recent software update on Sense 2. I've followed the instructions 3 times to no avail. When the Sense shows it's connected my Android phone app shows that it's trying to connect.  Curiously, when the Android phone app shows that it's updating Sense 2 the smart watch shows that it's "trying to connect.  I've wasted nearly 2 hours on this process and now the Sense 2 doesn't show any data whatsoever on the watch face. The App seems to indicate that it is syncing and data is being collected but not displayed on Sense2 face. 

It looks like your customers don't share your sense of humor.  Is there a live person who can help your paying customers?

[CharmainePoh]

I have the same experience. Sadly, it just shows the big red cross and didn't work as it should by syncing when it was successfully reset. It would eventually die off with black screen. I always fear a firmware upgrade these days! How can I get my watch back? I think I need a backup watch given the experiences...

[Mlt007]

Same here. 

I've tried restarting the app and watch multiple times and got the red x,  I've deleted and reinstalled the app on my phone, I've tried reconeccting to my phone via Bluetooth and no luck. I have no idea what to do. The tracker itself is working but cannot connect to my phone. This is sooooo frustrating. 

[Moyai]

Have the same problem with my Sense 2, not funny AT ALL. Can't trust notifications, the device is not connecting at all in the last few hours. Can you please fix the problem???

[susanlee07]

I am having similar issues. Bought the Sense 2 a week ago, updated it yesterday, it completely died last night while I was sleeping. Held the button down for a reset. Got the blinking logo and the red X. Today the screen won't scroll and then it will. I gave up while working out, the screen wouldn't respond to my touch. Someone said to return it for a new one, but if it's the update then a new refurbished one won't work, either. Can Google/FitBit at least tell us if a fix is coming?