Sense 2 Stops Recording steps and minutes

[Bluejean024]

I purchased my Sense 2 in 10/2023 at Best Buy.  The problem I'm having happened about 1 or 2 months ago and this week 3 times.  It just won't record any steps or minutes.  Yesterday it did not record steps but recorded 6 activity minutes.  Why am I having this problem on my new Fitbit?  This is my fourth Fitbit over the years and this particularly device just has me frustrated.  I have the most current firmware.  Yesterday and today when it stopped it had a 94% remaining on the battery.  I charged it yesterday and today for 5 minutes and it started working again.  Any suggestions how to fix this issue?  Thanks Jean

[Guy_]

Hi @Bluejean024 - you may have a clock face fault, in which it freezes. To check, swipe the watch face left to see what the watch is actually showing as Steps.

Generally a restart by holding the watch button for 10 seconds till it blanks or vibrates and wait for the logo to appear and for it to start may fix it temporarily but also using another face may resolve it.

[Bluejean024]

Thank you Guy_.  I will give it a show.  Thanks again.

[Bluejean024]

It just did it again.  I did your suggestion and it didn't work.  😞

[Guy_]

@Bluejean024 - if you changed clock face and it still freezes both steps (it can if they are less than 10) AND time, a factory reset might resolve it, though unlikely, it may have become faulty and can be replaced under warranty.

[Bluejean024]

Hi Guy_, It actually happened twice yesterday.  If it happens again today, I will try the reset.  If that doesn't work, I will see if I can get a replacement.  I love my Fitbit.

Thanks for all your help in this matter.

Jean