Side button not working on Sense 2

[jx80]

The side button on my Sense 2 suddenly stopped working. It was fine when I went to bed last night and then  today when I woke up, it's not responding to being pressed.

If I shut down the watch to restart it, I have to put it on the charger to turn it back on. Then the fitbit logo will flash several times and big red X will appear on the screen.

I've tried cleaning it, updating, factory reset, etc. etc. and basically tried all the troubleshooting steps. I have found other threads on this forum about this exact same issue and none have a resolution.

Extremely disappointed. This watch is barely a year old.

A few hours later and now it just keeps flashing and displaying the red X. It’s completely bricked. Never buying a Fitbit again.

Moderator Edit: Clarified subject and merged replies

[DavidFitbit]

Hi @jx80, welcome to the Fitbit Community! It's great to have you here!

Let me help you with your Sense 2 that's is showing a red x. I appreciate all the troubleshooting steps you have already performed.

We usually suggest to attempt removing dust or dirt by gently using a toothpick around the button. If this does not improve the performance of a button, you can try removing debris using compressed air. Hold the device at an arm's length and apply the air once to loosen any dirt or dust that has accumulated around the button.

If a red cross displays after a factory reset, try to set up your Sense 2 as a new device:

- From the Today tab in the Fitbit app on your phone, tap the devices icon .
- Tap Add more devices.
- Choose the Sense 2 from the list and follow the on-screen instructions to continue.

I appreciate your time in this process. Have a great day.

[jx80]

I’ve already tried that too. Like I stated, I already did all the troubleshooting suggested in the help section.

The device display is completely blank and the side button is completely unresponsive. It will not display anything except the logo and red x, turn itself off, and then repeat this loop endlessly. I cannot resync it as nothing will display. It is totally and entirely unusable. It’s bricked. 

Complete disappointment as this watch was only a year old. Support will not replace it because it is a few days past its warranty. Of course this happens literally right after the warranty expires. I’ve chucked it in the trash and already purchased a different brand online. I’m done with Fitbit. Way too many issues with your products lately.

[DavidFitbit]

Hi @jx80, thank you for your response.

I'm sorry to know that our support team gave to you a response that doesn't meet your expectations. I can imagine how you may feel by the redaction of your words and i completely understand your decision.

Have a great day.

[Sjs90]

I've had the same issues since the update on around January 7th. CS basically said that there's nothing they can do and to buy another watch. There's another thread I found with other people also having this issue since that update.

Been waiting for a supervisor to reach back out since the 14th and heard nothing! Went back to my old Versa 2 with no issues but sounds like there's no product support for an update that killing the watchs.

[jx80]

Yes, this is absolutely insane. I've been reading other threads and I also think the latest update is what bricked it. Support's solution was to offer me 35% off a new watch, but why in the world would I want to buy another defective product that's just going to fail in a year? I spent hundreds of dollars on this watch and it barely lasted a year.

Extremely upset with this insulting "resolution". I am asking for this issue to be escalated. In the meantime I purchased a cheaper alternative from a different brand until I can purchase an apple watch. I'm done with Fitbit after this fiasco.

[IDMAN]

My side button is also non-functioning. The button is not physically jammed. This looks to be a sw upgrade that was not well tested and now causing my Sense to be worthless. This is not the not the only time for me,  maybe a different issue and device, but the same end result.

[jx80]

Any luck?

Their support never got back to me after I requested my ticket to be escalated. That was 3 weeks ago. They don’t care I guess.

I’m done with Fitbit. I’ve bought several watches over the years and this is how they treat their customers. Brick their watches with a faulty update and then ignore us.

[Sjs90]

No reply here either. It's been over a month. I couldn't agree more. My
versa is starting to act up now. Best of luck!

[IDMAN]

I heard nothing.