Sense 2 screen is locked

[dspiecker]

For the past month or two, my Sense 2 screen will lock.  I can't swipe at all.  The button does work.  Most of the time, I can unfreeze it by manually syncing.  But that means getting out my phone.  Not very convenient.

I'm not looking for the "hold the button for 10 seconds" solution.  This happens several times a day.  I need to know how to make it not happen again.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @dspiecker. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Sense 2 is still locking. I understand how annoying this can be, I will do my best to help you with this!

It sounds like you have the device lock feature enabled. For more information, please see How do I use the device lock on my Fitbit device? 

If the above doesn't describe your issue, may I know if you're getting any error message on the screen? 

[dspiecker]

Thank you, @MarreFitbit for your reply.  I don't think this is the issue, though.  I literally NEVER enter my pin on my Fitbit. And the link you gave me said I would have to enter my pin after taking my watch off.  

I have tried a couple times to set up Google Wallet, but never use it.  My main cards don't seem to be able to connect with it.  In the app, I went and logged out of Google Wallet.  When I go to Device Lock, it says "Enabled for Google Wallet Only" and I can't make any changes except changing the pin.  There is nothing else for me to do there.  No "Turn Off".

Got any other ideas?

[MarreFitbit]

@dspiecker Thanks for getting back and the details provided. Please note that once you enabled the device lock, there's no way to turn it off as the only option is either reset or change the PIN. Nonetheless, may I know if whenever the screen gets lock, do you see any message or the screen just goes blank?

If the screen just goes blank, please try the following steps: 

1. From the Today tab in the Fitbit app, tap the devices icon at the top-left corner.
2. Tap your Fitbit device image. 
3. Near the bottom of the page, tap Sync Now.

If the above doesn't work, please restart your Fitbit device once again as suggested here How do I restart my Fitbit device? Note: Restarting the device doesn’t delete any data. If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

[dspiecker]

My phone doesn’t get stuck on a blank screen. It just gets stuck on whatever screen is showing. If it is on an exercise, I can push the button to get to the clock face. And then I’m stuck on the clock face and can’t get back to the exercise unless I force sync.

It does go black when I put my arm down and wakes and when I lift it. That still works.

Could it be the clock face? I created my own using FitFace. The only reason I don’t think that is the cause is because it locks up on the exercise screen a lot too.

[dspiecker]

In case anyone else finds this while searching for the same issue, here is what seems to have worked so far.  I changed the watch face for a day, then changed it back.  Since then, the watch has not locked up at all.

 @MarreFitbit