Sense 2 stuck on update screen

[aisling_od]

 

I tried to run the update available for my Sense 2 and initially had some problems where the watch looked like it was updating fine but the mobile app asked if the tracker was switched on. Then the update would fail. After a few times of this I tried forcing the app to close, restarting the Fitbit, and restarting the phone. After that it seemed like the update worked, but now it's totally dead. When I connect it to the charger I briefly get this screen about snyc from the Fitbit app. Just to confirm restarting the Fitbit does nothing to fix this unfortunately.

[LizzyFitbit]

@aisling_od It's nice to see you here.

Thanks for the detailed information and the screenshot provided. I'm sorry you're having this experience and I appreciate your efforts while troubleshooting your watch. Because it's been a few days since your comment was posted, may I know if the issue persists? Is your Sense 2 syncing correctly? Also, what is the error message displayed on the Fitbit app?

While you've tried some steps, let's give a try to the following:

1. Forget your Sense 2 from the Bluetooth settings.
2. Force quit the Fitbit app on your phone.
3. Open the Fitbit app and tap Devices at the upper left corner.
4. Tap Add More Devices, select your Sense 2 and follow the on-screen instructions.
5. Wait until the process is done and keep an eye on its behavior afterward.

[Bitfit1124]

Hi @LizzyFitbit I am having the same issue as described above since putting through the latest update. My watch has been stuck on the same screen since Tuesday 10th Sept. The app says it is updated to firmware version 60.200001.210.26. I have tried all the steps you've mentioned above and it's still stuck on the same screen. Can you suggest what else can be done to resolve it?

[aisling_od]

I've been in a lengthy and at times infuriating exchange via Twitter direct message with Fitbit support. Nothing they've said has worked. Supposedly they're now working to identify a resolution.

[LizzyFitbit]

@Bitfit1124 and @aisling_od It's nice to see you around.

@Bitfit1124 Thanks for trying the steps suggested above. I noticed that you already contacted our Support team. I'm glad your case is in their hands and I'd recommend keeping an open communication with them.

@aisling_od Thanks for the additional information. I totally understand where you're coming from and I apologize for the time this has taken. I checked with our Support team and it seems your case is under review. Please wait a few more days as I'm sure our team will get back to you with an update regarding this situation.

[dg0128]

I am having the same issue. How do I contact fitbit support? 

[LizzyFitbit]

Welcome on board, @dg0128.

I'm glad to see you in this thread and before anything else, may I know if you've tried the steps suggested above? If not, please give them a try as they have worked for other members.

[aisling_od]

It's now been over 3 weeks since this update ruined my Fitbit and I have zero confidence that it is going to be resolved. Every time I ask for an update they just say "thanks for your patience". Outrageous.

I am left simply having to badmouth Fitbit to everyone I meet and buy a Garmin. Which, by the way, is much better! I wish I switched years ago. Maybe you did me a favour with this update which has rendered my watch useless. 

[Shadygrove]

same problem and I’ve been chatting with a user called Repent2bsaved on another thread. Today I got the red x saying I need to sync to reset the watch. This was a good sign for him but he deleted the app and reinstalled it first, which I am waiting to try if just power draining the watch and restarting the watch doesn’t work. But I already hit forget this device on the phone. So I can’t sync now bc the watch isn’t discoverable .Currently I’m waiting for the power in the watch to drain. I’ll try to sync after restart.ing both devices. I think there’s an anti theft feature preventing me from synchronizing the watch and phone or doing a factory reset. Is my watch bricked??!

[Shadygrove]

Just posted a similar tale of woe. Mine gives a red x, won’t allow factory reset. This has worked for others. I’ll keep u posted. I suspect it’s the firmware update and Fitbit is responsible for it but won’t admit fault.

Apple watch for me next. 

[aisling_od]

Sorry to hear you're in a similar position. Mine was definitely the firmware update anyway as there were problems installing it and it's never worked since. Totally unusable. They'll never get another penny from me anyway.