Sense 2 turns on only when plugged to charger

[Kareem_M]

Hi Fitbit support team,

Need your help here. My Fitbit sense is starting only when i plugged into charged and turn of when i removed the charge cable. I went through few articles and did reset, updated and performed few trouble shooting steps, but still didn't help. It was good before, not sure what is happening all of sudden. 

Google/Fitbit support, Please help here, i have invested 1 months salary to buy this. Kindly please help.

Thank you

Kareem

Moderator Edit: Clarified subject

[Lynnon]

@LizzyFitbit  I have already had a case opened as of 2/1 and have not heard anything back yet. But I’ve filled out the link you had attached anyway. 

[LizzyFitbit]

Hi there, @Lynnon.

Thanks for sharing those details and filling out the form. I'm going to inform our team about it so they can evaluate your case and provide you with assistance.

Have a great weekend ahead!

[h655t]

Dear Fitbit Support Team,

I hope this message finds you well. I am reaching out regarding a significant issue I have been experiencing with my Fitbit device this week, which seems to be a problem many others have reported. Despite showing a full 100% battery charge when placed on the charger, the device displays a red X after only a few hours of use, rendering it essentially nonfunctional.

Could you please provide an update on when a firmware fix will be released to address this issue? Alternatively, is there an option to roll back the recent update, as it appears to be the root cause of the problem? I have been a loyal Fitbit customer since 2013, and I rely on my device daily.

If the intent is to phase out this particular model, I believe it would be reasonable for Google to offer replacements to affected Fitbit owners. The current situation is extremely frustrating and has created a poor customer experience.

If this issue is not addressed in the next few days, I will have no choice but to seek a more reliable alternative, as I need a dependable device.

Thank you for your attention to this matter. I look forward to hearing from you soon.

[BKneiss]

Same issue for me. Started having to charge my Sense 2 every day and now only turns on when on the charger. Very frustrating to pay for premium and have this happen. Plus before this issue my Sense 2 wouldn’t update. Good luck to all on this thread. I’m done with Fitbit. 

[LizzyFitbit]

Welcome to the community, @h655t and @BKneiss.

Thanks for taking the time to troubleshoot your watches. I understand where you're coming from and I apologize for the experience that you've had. Our team constantly works to improve our devices, and the feedback we receive from our members is a big part of the process.

@h655t I checked with our Support team and it seems you already have a case created. Because they have access to all your details, I'd suggest keeping an open conversation with them.

@BKneiss Just to confirm, may I know if you've exhausted the steps described in this help article? If not, please give them a try and keep a closer eye to your watch's behavior afterward.

[pnyk67]

unfortunately I'm having the same issue with my Sense 2.  It also stopped tracking my sleep. I contacted support and was told it is a known issue and an app update was being developed to fix the issue.  Clearly not a huge priority to them as one hasn't come out yet.  looks like its time to switch to an Apple Watch - I'm sure they have their issues to, but hopefully support is a bit more responsive.  Mine started to act up by only recording part of my sleep time for 2-days, then stopped recording it all together. Now, the only way I can get th display on is when I connect it to the charger, but even that isn't getting the watch to respond consistently.   Very frustrating experience so much for premium

[Mmh1]

I have completed the form. Given so many are having the same issue I am questioning IF a fix will come out. I agree with other posters who have come to rely on the data that our Fitbit provide to us, as well as the ongoing cost of premium after our device has quit working. My Fit quite providing any data and has since made my premium subscription useless as well. Is Fitbit going to look into this as well for those of us who have had issues and attempted to get things fixed. Given this appears to be more of a software issue and not a device issue?  

[pnyk67]

I finally did the on-line chat and had to factory reset my watch.  That lasted all of about 6-hours, as by the end of the work day, the screen was again unresponsive.  plugged it in to the charger when I got home and screen came back to life, but when I took if off the charger to go for a walk, screen was blank again.  put it back on the charger to try and see if it would work to track my sleep, but of course, by morning the screen was blank and nothing synced across to my phone.  Seems like google to a good, value oriented item and made it redundant.  Didn't Apple get in trouble for doing that with some of their mobile phones?  maybe google doesn't want to service a non-google product, well they won't have to worry about mine after today - switching to another brand