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Sense 2 screen timeout

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‎12-28-2023 12:07 - last edited on ‎12-30-2023 13:14 by Fitbit Moderator

‎12-28-2023 12:07 - last edited on ‎12-30-2023 13:14 by Fitbit Moderator

Hi all,

I bought the Sense 2 brand new from Amazon for my partner for Christmas, and so far we have had quite a disappointing experience with it, once out of the box we charged up to 100% as advised and then setup through the app with no issues, however whilst scrolling through the device exploring its features we started to notice a rather annoying issue where the screen times out or goes blank within a second of not touching it or even while scrolling, we tried adjusting the timeout to 20 seconds but it continued to turn off while scrolling or in a second or less.

Following this we got in touch with a customer support representative who ran through troubleshooting with us (double check settings, restart etc.) finally advising to do a factory reset, this unfortunately made things worse, after the factory reset we were unable to get past the initial update step as the device would start the update then immediately say “trying to connect”, after much more troubleshooting and frustration with customer services, we were advised to return the device for a refund. 

After returning the device we ordered a second Sense 2 this time from Argos, picked up today and went through the same process, charged to 100%, initial setup all ok, however the screen timeout issue appears to be exactly the same on this one too.

Not sure what to do next, is this a common issue and we would just have to keep returning until we find one that works? Is there something we are missing or doing wrong?

Any help, information or suggestions would be greatly appreciated!

 

Moderator edit: edited title to clarity.

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‎12-28-2023 21:23

‎12-28-2023 21:23

Hi @robbiec97 - it is not normal, and with 2 consecutive new watches failing the same way the best solution is a refund.

Note: covering the watch face with your hand normally blanks the display which might explain why it is doing that from a faulty sensor.

Author | ch, passion for improvement.

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‎12-30-2023 13:19

‎12-30-2023 13:19

Thanks for the information @Guy_ and @robbiec97 Welcome to the community, I'm glad you posted for the first time here!

Thanks for letting me know about this situation with the screen of your Sense 2.

I was able to confirm you contacted support as you mentioned and they were able to provide you with a solution, if you have any other questions or concerns, my best recommendation would be to contact them once again.

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