New Sense 2 won't update

[warby55]

I received my new Sense2 Saturday and even with Fitbit Customer Support, it won't update, and without the update, the Sense2 device won't work. Customer Support tells me it has something to do with the app and that they are working on a fix. Nothing more. I think I may have to return the watch, which is too bad, because I need a good sleep tracker.

Moderator Edit: Clarified subject

[Guy_]

Hi @warby55 - there are a number of factors that affect setup, to do with phone, internet connection  etc. You could get a refund and try a Sense [still available in shops] which uses wifi to do the setup, so may work better.

However it is worth try the following.

Remove any other Fitbit watches from your phone's Bluetooth and from the account.

Logout of the Fitbit App and swipe off the active window and in Android clear the storage cache and force stop it and then restart the phone.

Make sure no other devices running the Fitbit App are switched on.

Restart the watch by holding the button for 10 seconds till it vibrates and the logo appears and wait for it to start.

Login and click profile photo an "+ Set up a Device" again,  withe the watch on charge and near the phone.

The last step can be tried in WiFi mode or mobile data mode on the phone.

[warby55]

Thanks, Guy..., for the instructions. I tried them several times, but no luck. The update starts to download but fails when it reaches around 5%.

[Guy_]

@warby55  - thanks, you can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support. Your watch may be faulty.