Sense 2 - Tiles uninstall themselves

[Severian995]

What titles says. 

I bought my sense 2 today, it has some tiles pre-installed.

In the app, only stress and exercise tiles show up as installed, even tho the watch has heart rate etc on it.

I want to install the sleep tile. I click on it, click install - it install - it finishes, after 1-2 seconds it uninstalls itself.

Phone and watch are updated, I tried restarting both phone and watch, tried reinstalling Fitbit app. Nothing works.

Every tile I try to install uninstalls itself immediately 

Moderator edit: updated subject for clarity

[Vccstche]

Same here. Only got my watch today, maybe it's a bug on latest version 🤔 

[Severian995]

I hope so. 

Reached out to support today and tried everything possible, factory reset and all. Still the same issue

[Vccstche]

Still no luck here. You?

[MrSantos]

I have the same problem.

[MrSantos]

no.. 😣

[isis153]

I thought it was just me 😔 it probably is an update but I have been trying for over a week now and nothing. I can't install any tiles either! 

[MrSantos]

Oh, don't worry, there are several of us waiting for them to update and fix the error. I hope they correct that error, and my stress tracking isn't working either.

[DaniFitbit]

Hello everyone, it's great to see that you've visited the Fitbit Community!

Thank you all for your answers, the information and your efforts in installing the different tiles available on your Fitbit device.

I wanted to let you know that our team is already aware of the tile management-installation issue and is investigating it to work on a solution.

Hopefully, the issue will be resolved soon.

I will update this thread as soon as I know more.

[Mboyce]

I am glad its not just me. I thought I was doing something wrong or got a defective one. I just received mine and have already reset it twice hoping that fixed it.

[DaniFitbit]

Welcome on board to our community forums @Mboyce! Thanks a lot for posting. 

Feel safe that our team is aware of the problem and are working hard to resolve it. 

We apologize for any inconvenience this may cause. We thank you for your patience. 

Stay tuned for any updates to this thread!

[rednutty]

I've got a support ticket open with this same problem. Bought a new Fitbit Sense 2 because the screen just popped off my Sense, not had it a week yet but a couple of the Apps won't install - they say installing...and then straight back to Install button, some Apps and/or Tiles won't uninstall, when I click Tiles it shows no Tiles installed, go back and click Tiles again and then it shows all 8 installed Tiles, and the order of the Tiles on my phone (Samsung Galaxy) that are adamant about not being removed took most of the day to actually sync across to the Sense. Timers actually let me install and uninstall the App and Tile.

Yesterday I tried a factory reset against my better judgement (shouldn't have to factory reset a brand new device just after setting it up!) and now the only differences are the Tiles won't change order at all, and Timers App and Tile after installing now won't let me uninstall at all. 

And I have rebooted the Sense and my phone so many times!!

It would be interesting to know, what phones does everyone use that's experiencing these problems?

------------------

I don't know if it's part of the problem and I'll raise it with the support ticket, but when I change the clock face, I have to switch Bluetooth of and on again on my phone to get it to register, syncing just won't do it, especially if it's a paid for clockface...

[MrSantos]

They're installing on the app now, but not on the Fitbit

[DaniFitbit]

Hello @rednutty and @MrSantos, it’s good to see you around in the forums!

Thank you for your message and feedback, it helps us a lot to improve our service. 

As mentioned above, our team is aware of the tiles-management situation and are still working on a solution soon. I really appreciate your patience in this regard.

Additionally @rednutty, I checked with support and it seems like you already have a case created. My best advice is to keep an open communication with them so they can provide you with more details about your situation.

Have a good one!

[rednutty]

Hi DaniFitbit

Thank you first of all for fixing my post! Much appreciated 🙂

I do have a case / ticket open as mentioned in my post, and have regular open communication with a brilliant person in Support. My reason for posting here was to find others with the same problems, let others know they aren't alone, and sometimes we may come up with ideas to try between us end users but in a space where Fitbit are also fully informed. 

I don't know if it's relevant but I changed my clockface to a Fitbit own face and the order of the Tiles on my Sense updated within a couple of hours...? 

[DaniFitbit]

Thanks for getting back @rednutty! Thank you again for posting and for sharing your thoughts.

I am glad to know that the communication with Support has been awesome! I really appreciate your time and willingness to help other users with similar questions. This is one of the main reasons our Community exists. Keep it up!

It's great to read that the tiles are working for you now by changing the clockface. Hopefully this helps other users resolve the issue too.

Have a good one! 

[csiacd78]

This is what I just found that worked for me.  Hold down on the clock face until it shrinks.  Slide over to "Open Gallery"  From there it will bring you into your fitbit app.  At that point I was able to manage Tiles.  

[isis153]

This worked for me tysm 🙂 

[MrSantos]

It worked for me, thanks!

[DaniFitbit]

It’s good to see you around in the forums @csiacd78, @isis153, @MrSantos! Thanks for your input. 

I am glad to know your Sense Tiles works well again. 

I'd like to invite you to visit our Health & Wellness board where you can share your experiences, meet people and create new topics.