Sense 2- not working properly after update.

[AnnieVanhan]

• Since doing the latest update days ago my sense 2 (purchased last year to replace my original sense) will not work properly. 
  I have done all the suggested fixes, restarts, phone & app updates, uninstalling reinstalling, letting the battery die & recharging etc. multiple times.  Nothing works.  How can Fitbit not be reaching out with a fix? I know I’m not the only one having this issue as I’ve seen it reported by others.  A similar problem was reported by users year or two ago with a previous update. 

 

 

 

 

Moderator edit:  updated subject for clarity

[FatimaFitbit]

Hi there @AnnieVanhan!

It's great to see you here in the Fitbit Community!

Thank you so much for reporting that your Sense 2 is not working after the latest update and for all your efforts and screenshots.

Could you please check if the Fitbit app can be updated? A new version was released last Tuesday (the 4.41). After updating the app to the newest version I suggest you follow the troubleshooting steps described in this article: Why can't I set up my Fitbit device? 

[Tkw5]

I think you will find that @AnnieVanhan has done these steps as have many others!

I was also having problems just prior to the update, particularly with the Sleep Benchmark and 30 Day Average throwing me out of the app. Also the Hourly Activity only showing data if I click on it, instead of viewable on the dashboard.

After the update this week, which now states I am on version # 20001.214.24, I still have no access to these features, but now I also have no access to the following....

No step history. No Distance history. No Energy Burned history. No visual on the dashboard of how far you have reached on these targets. No visual of achieving these targets. No Active Minutes history. No Floors Climbed history. 

Since updating the app this week, there are no new updates to instal.

I have bought many Fitbit's since my first one in 2016 and this is incredibly frustrating, to the point that unless these problems are fix urgently, I and many others will be buying another brand in the future

[FatimaFitbit]

Hi there @Tkw5!

A warm welcome to the Fitbit Community! 

Thank you so much for reporting this situation about the data history missing and for all your efforts. I am sorry for all the inconveniences this has caused. 

 Have you already tried to restart your phone? As you already have the new version of the Fitbit app, this could help.

Let me know how it goes.

[PaulChM]

Hi, I’m having the same problem in the last couple of days - no progress showing on dials, no goals loading etc. Tried various fixes and they haven’t improved things. I am on automatic updates, so am assuming something went wrong there. My Sense 2 is less than 12 months old. Paul

[Lqc]

Mine is same. I've sent mine back for a replacement 

[PaulChM]

Thanks. Was yours previously working? Mine has been - so I think it is the app rather than the watch.

[Lqc]

Yes was working fine up till last week. Tried all the resets. Called support and I've sent back for a replacement. 

[rockpool]

Mine also lacks all the goals after the last update  and it is not possible to set goals. Have tried all the restarts. I also have version # 20001.214.24. A disgrace thatt Fitbit does not notify users about the problem which obviously is related to the latest update but leaves us to try everythinng on our own. 😠

[PaulChM]

I reinstalled the app which seems to have fixed the problem. I was worried
this would delete past data, but that doesn’t seem to have happened.

[Tkw5]

After getting so frustrated with these problems and trying the different 'fixes', I deleted the phone app and reinstalled it, after letting the watch completely run out of charge and then charging up the watch again. I am totally relieved that on this occasion my history data is still there.

It has fixed the missing step, distance etc data BUT it has not fixed being thrown out of the app for SLEEP BENCHMARK and SLEEP 30 DAY AVERAGE!

When will this issue be fixed?