Fitbit sense 2 wont download and install first firmware update

[BriM95]

Hi there, 

I recently purchased a fitbit sense 2  - when I first received the watch I was able to set it up within 20 minutes. However I accidentally did a factory reset on it and now every time I try and update the firmware it will download for half a second then the watch stops downloading the update and the screen says the following: 

My phone is right next to my fitbit throughout this process.

I have attempted the following steps to rectify this issue to no avail 

1. Removed all Bluetooth devices from my phone and turned off Bluetooth

2. Unpaired my fitbit from the app

3. Turned off phone for 2 minutes then turned back on

4. Turned Bluetooth back on and reattempt pairing and updating

None of the above has worked so I have also tried to restart the fitbit as well and the fitbit is still getting the same notification.  

I have contacted support and they were not very good at listening to my issue and just kept saying that they can see that my fitbit is paired and synced but it is wholly useless without the firmware update. 

I have done this process over and over for around 5 hours and still no luck.

Please help! 

- an extremely upset fitbit lover 

[BriM95]

Note: 

If I don't get the above screen the sense gets stuck on this screen 

[Jahirkev]

I'm having the same problem. Any advice? 

[BriM95 · Accepted solution]

Hiya! 

I ended up re contacting support after trying for around 7-8 hours to get it to work. 

They ended up organizing to send a replacement out to me. 

🙂 

[Jahirkev]

Thanks I'm returning it.

I was trying to use it with Xiaomi 11t pro with Miui 14 and Android 

[SunsetRunner]

I had the exact same problem.  Purchased the Sense 2 only a week ago and it stopped giving me detailed sleep information after two nights.  In an attempt to fix the issue I factory reset it as directed by support.  When trying to setup the watch the second time ran into this issue of it being connected and then immediately disconnecting and not allowing the firmware update.  Like others here I tried everything, resets, restarts, etc.  Nothing worked.

I needed to have the watch replaced after troubleshooting for many hours.  What a waste of time and disappointed in the watch, fingers crossed the replacement doesn't have the same issue (I won't be factory resetting it again!!)

[BriM95]

I have had my replacement for a week now and aside from not taking my heart rate for a few hours which was fixed with a restart all is going smoothly so far! 

Fingers crossed the same for you

[JanSkopek]

I wanted to ask what brand of phone are you using? Hope it is not just a Xiaomi issue. Thank you 🙂

[SunsetRunner]

I am using a Google Pixel 7 Pro.  So its not just a Xiaomi issue.

[BriM95]

I'm using Samsung so Definitely not just Xiaomi issue

[Fitting123]

I also purchased my Sense 2 about two weeks ago and had to do factory reset due to another problem with the tracker ( stuck on do not disturb). I have the exact problem followed all the steps, have been troubleshooting for hours and nothing has worked. To date have been a big Fitbit fan for past few years and had no trouble with the first Sense. Now a very disappointed customer! Will be asking for replacement also. 

[Keithius]

I found a better solution, in another post. The second you hit the update, swipe the fitbit app to the background. After trying for day and 2 sence 2’s from Amazon finally worked. 🤯

[BriM95]

Glad you got it to work! Replacement fitbit for me worked perfectly thankfully!

[cgayle]

Geez I’m having the exact same problem. My new sense 2 just arrived today and I’ve done all of the recommended fixes and I still have a black a screen.