Sense 2 stuck on screen "Sync from the Fitbit mobile app"

[Bainser10]

I updated my App and Tracker today but my Sense2 is now stuck on a screen that says Sync from the Fitbit mobile app.  I’ve tried resetting it, removed the App and reinstalled but nothing is working.  Any ideas?

Moderator edit - updated subject for clarity 

[Guy_]

Hi @Bainser10 - may be try removing the Bluetooth entries for the watch from the phone and restart both. In the Fitbit App, click Device/Battery icon and Add more devices and replace, this may cure it.

[Bainser10]

Thank you for the suggestion.  I’ve tried that and no luck.  Still getting the same message on the watch.  I’m thinking the new upgrade to the App has been too much for this version of the watch.  It’s just not working.  I noticed that the battery is being drained quicker as well.

[Guy_]

@Bainser10- thanks, when you hold the button on the watch for 10 seconds, till it blanks or vibrates and wait for it to restart, first you have the logo and then perhaps it blanks and then what do you see? Anything else before the sync message appears? Can you post a photo.

Pushing the button briefly or a swipe down, does that change anything?

[Bainser10]

Hi again.  I tried resetting it, it does go blank, then the  logo appears and then it just goes straight to Sync from the Fitbit mobile App.  Nothing happens when I try to scroll the screen.  

 

 

[Bainser10]

Good news.  I did a full factory reset and it’s worked.  All back to normal again.  Thank you so much for the help.

[Guy_]

@Bainser10 - thanks, factory reset was the next step but you got there first! Well done.

[SJSMB]

How did you do the ha l factory reset? I can't get to the settings on the watch. 

[ManuFitbit]

Hello @Bainser10, good to see you participating in the forums. 

Hi  @SJSMB.Welcome to the forums.

Thank you for taking the time to share the inquiry regarding your Sense 2. 

As a community moderator, I do not recommend to do factory resets that often, and sometimes is our last resource since these kind of situations can happen.

Please try to do the factory reset this way: 

1. Press and hold the device's button for about 8 seconds until the screen turns off and vibrates.
2. When you feel the vibration, release the button and immediately press and hold the button again.
3. Wait for the Fitbit logo to appear. Once the logo disappears, release the button, then press and hold the button again.
4. When you feel the vibration, release the button, then wait for the watch to complete the factory reset.

Thanks for the help provided @Guy_.

[SJSMB]

My Fitbit does not vibrate for strep #1. When the screen goes black I let go but it's after about 10 seconds. These steps don't work for my Fitbit though. I, as well as my husband have tried these steps for at least an hour with no success. 

[sezwich]

Howdie. Did you manage to resolve this. I am having the same issue. I've tried everything suggested and sadly nothing has worked. Thx

[Bainser10]

Hi there.  I tried everything as well and the only solution was the factory reset.  I’ve not had any issues since then.  

[SJSMB · Accepted solution]

I was able to fix it! I let the Fitbit die completely where the screen wouldn't even try to turn on. Then I plugged it in to charge and as soon as the screen came on I followed the factory reset instructions. You'll know it worked if you see a circle around the Fitbit logo. 

If that still doesn't work, I had reached out to Fitbit and they gave me a coupon for a new watch since mine was out of warranty.