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Sense 2 stuck in infinite update loop

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‎12-09-2023 16:33 - last edited on ‎12-14-2023 14:39 by Fitbit Moderator

‎12-09-2023 16:33 - last edited on ‎12-14-2023 14:39 by Fitbit Moderator

I have been setting up my Sense2 watch to work in a prototype for a car manufacturer because of FitBit nice API.

After figuring it out I cannot proceed with corporate Google workplace account (yet the brand is being owned by Google) I had to reset it and switch to another account.

After reset the watch stopped working and stuck on Trying to reconnect screen.

Afterwards I found a ton of similar posts here. I wonder why defect watch has not been recalled.

Spent entire day on troubleshooting anf failed a demo for a customer because of that.

Disappointing experience. This product that must not exist in shops in broken state.

The support was good and provided instruction that lead to the same result and then the resolution about faulty device.

Heading to Currys for device return tomorrow, such a waste of time.

 

Moderator Edit: Clarified subject

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2 REPLIES 2

‎12-09-2023 22:58

‎12-09-2023 22:58

Hi @Euegne - this is a software bug in the new V4 Fitbit App where you cannot reinstall the watch after a factory reset - the only known work around is to replace the watch, luckily it is still under warranty.

Interesting development issue with the Google account, may also be another fault with the new Fitbit App.

If you can figure out how to remove all traces of the current watch from the phone and app from the phone, it may still work, but that can be tedious especially if has been used on 2 accounts and when replacing it will solve the problem.

 

Author | ch, passion for improvement.

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‎12-14-2023 14:56

In response to Guy_

‎12-14-2023 14:56

@Euegne Welcome on board. @Guy_ Thanks for the suggestions.

@Euegne Thanks for taking the time to troubleshoot your Sense 2 and getting in touch with our Support team. I understand where you're coming from and I'm sorry you've had this situation with your new watch. We're constantly working to improve the experience with our products, and feedback like yours is a big part of that process.

Because you already have a case, I went ahead and forwarded your posts so our team can continue helping you. Please get back to them if you have more questions about their resolution, that way, they can look into your details and provide you with further assistance.

In regards to your other inquiry, even though Workplace accounts are from Google, those ones aren't supported to create a Fitbit account or complete the migration process. This is regardless of the new Fitbit app and you can always visit this help article to find more information.

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