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Alexa on Sense only responding with How can I help you

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‎03-01-2021 13:21

‎03-01-2021 13:21

For the last couple of days, Alexa on my Sense only responds with 'How can I help you' whatever I ask.   I have un-installed and reinstalled the Fitbit app on my Samsung S10 and restarted my Fitbit but nothing seems to work.  

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‎03-02-2021 08:25

‎03-02-2021 08:25

Hi @sarahjbowman is your mic turned on? 

Does the Sense display look as if the sense hears you. 

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‎03-02-2021 10:33

In response to Rich_Laue

‎03-02-2021 10:33

Hi @Rich_Laue

Yes it definitely hears me, but no matter what I say it just responds 'How can I help you?'.  If I press the button for Alexa and don't say anything, it cancels so I'm sure it hears me.   Google Assistant works but I prefer Alexa 🙂

I even tried doing a factory reset but still have the same problem afterwards.  I called the support team today and they are replacing it under warranty.

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