Sense 2 Display turning off randomly

[ruslanbes]

Hi Fitbit community.

I recently bought the Sense 2 watch and noticed a weird behavior - while I was configuring the smartwatch the screen suddenly turned off. I turned it on back again, resumed my work, but after a couple of touches it turned off again and then again.The auto-off was set to 6 seconds but this was happening after about 1 second after the touch.

It doesn't shut down the watch, it just turns the display off. This was especially annoying while I was trying to enter the pin for the Wallet and it kept turning off after every digit. The battery was over 50%, so not related to it.

In the next days I did some observations and here is what I found:

• It's pretty hard to reproduce on demand but it looks that after I play with the watch for several minutes it starts happening.
• Cleaning the display with a cloth seem to temporarily help
• If I switch the display into always on mode - the bug is gone. It doesn't turn off anymore.

My current guess is that it's either an oversensitive accelerometer or a software bug that miscalculates the touch-response and thinks that e.g. I'm in the shower. The device version is 60.20001.184.52

I've created a small demo-video here  . The bug itself manifests on 2:30.

What's you opinion? Is it really something with the device, or am configured something wrong?

[Guy_]

Hi @ruslanbes - nice video, normally it shouldn't go off when you are touching it, however there is a feature when you cover the screen it goes off, (on previous models you can turn the display off with the button)

You can always try a factory reset but as you have just installed it it might not make a difference, before sending it back.

[ruslanbes]

Thanks a lot for the idea, I didn't think of that feature. I tested it both modes of always-on and it behaves exactly as if it's detecting a cover for some reason.

Did a factory reset just in case but it didn't help. Returning it unfortunately.