Sense 2 screen crashes after firmware update

[beqag]

I bought sense 2 and it runs OK until phone pair forces me to update the firmware, afterwards i see main screen and then crash. However, the watch runs OK when plugged to charger.

Investigated the problem: It freezes the watch when not charging + screen goes off. Right at that exact moment.

The firmware 60.20001.220.31 crashes it, but the initial one it has (maybe 60.3001.153.75) does not.

Moderator Edit: Clarified subject // Moderator Edit: merged replies 

[MariLuFitbit]

Hi @beqag, It’s great to have you on board!

Got it, thank you for the info on the firmware and for trying those steps! I'd be happy to help you figure out what's going on with your Sense 2.

Since it goes off after removing it from the charger, I will recommend you to double-check the recommendations on this help article.

[beqag]

Hey @MariLuFitbit, that link leads to troubleshooting the charging, but it charges well, its over 100%.

As per AI suggested, I used always on display mode, on which case, after it went idle and only showed timer, it froze, screen was showing same time. Meaning its not about screen turning off, more like when timeout happens, the freeze triggers. Might be some defect, however, it seems older firmware worked well, yet FitBit app forces me to update it, would have been nice if we had choice to select older firmware versions to test this hypothesis...

[MariLuFitbit]

Thank you again @beqag for the information and troubleshooting you have done. 

I completely understand why this is frustrating, and I totally get why it seems like a firmware issue from your end. Don't worry, I'm going to do everything I can to get this sorted out for you! Just keep in mind that updates help us resolve any bugs or software issues. 

I was concerned that it is working when it is plugged into the charger that is why I recommended that help article.

You can try the following troubleshooting steps for screen issues with your Sense 2: 

• Synchronize with the Fitbit app 
• Restart 
• Change the clock face I recommend you to choose one By Fitbit 

[beqag]

@MariLuFitbit Unfortunately neither worked. Not charging + screen timeout = Freeze.

[MariLuFitbit]

Hi @beqag, Nice to see you here!

Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Sense 2 screen is still freezing. I understand your concern, I will do my best to help you with this.

To better assist you, I suggest reaching out to our Support Team who will be able to take a closer look into this issue and provide further help. This form is only for you to use. Click here to get access to it.

[Gatkini]

Im having same exact issues with my sense2 since latest up date. Ruined my fitbit.