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Brand New Sense Watch Will Not Get Past Set Up Screen

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‎04-22-2021 14:22

‎04-22-2021 14:22

I recently purchased a brand new Fitbit Sense and was very excited to test it out. I have been scrubbing multiple internet forums to try and solve this issue on my own for several days now. I will include a detailed description of my issue and the solutions I have tried.

 

My issue:

   On both my Samsung S5 phone and Microsoft Surface Tablet I downloaded the Fitbit app and successfully connected my Sense via Bluetooth. Both of my accounts show that my Sense is connected, but my actual smartwatch will not get past the first and only screen it has ever showed. It shows the battery percentage at the top, a graphic of a phone/tablet with a download symbol in the middle, and instructions to "Download the Fitbit app to get started," flash across the bottom in multiple languages. Occasionally, the checkmark symbol pops up for a second but then the screen goes back to "normal." When I try to swipe or tap in any direction, nothing happens.

 

Solutions I have tried, multiple times each:

   - Turning Bluetooth for both devices off/on again.

   - Forgetting my Sense device in both my Bluetooth settings and app settings.

   - Uninstalled/reinstalled the app on both devices.

   - Restarted and updated both devices.

   - Went through the set up process again.

   - Uninstalled the app/forgot my Sense device and left it that way for a few days to hope it would "reset."

 

I have tried all of this in every combination/sequence possible. I have combed through my tablet, phone and Fitbit app settings to try and troubleshoot as best as I can on my own, but have had no success. I really don't want to have to go through the hassle of returning of my brand new Sense. I have some pretty bad chronic pain/fatigue issues that I have not been able to get a diagnoses for. Even if the Sense can't diagnose me or give me all the answers, I was hoping for a reliable tool to track my activity and try to improve my nutrition habits. I am very disappointed that this device is so difficult to set up, it is exhausting and frustrating. Any and all help would be greatly appreciated. Thank you.

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‎04-22-2021 17:31 - edited ‎04-22-2021 17:43

‎04-22-2021 17:31 - edited ‎04-22-2021 17:43

What android system is on it? your Samsung 5 sounds like an older phone to me has to have 7.1 or above I do believe to work correctly.

Here is the Issue I believe is effecting you.
The surface Tablet uses windows and windows version of the app is no longer supported basically any computer format be it imac or windows is now being dropped I believe. Fitbit is choosing to be only able to be setup correctly threw a mobile device such as cell phones only. I believe the system requirement is 7.0 android & 12.0 ios here the kicker in the OL chipmunk checks 😇 is that should apply to Tablets like (Ipad, Ipad Mini,Ipad Air,Ipad Pro, Ipod Touch and such like Galaxy Tab s7 & s7+) But I don't believe the set up part of getting a fitbit sense or versa3 to work will work on a tablet.

I'll try to explain: With a cell phone it will connect you to the Fitbit server were you will get the access code to confirm the set up of the watch a 4 digit number like 0420 or something similar 👀. After this you inter that code into the app it should immediately start downloading the Firmware to start the watch up and get it working. After this it should work with the tablets I listed above just fine but not until the firmware been downloaded threw a cell phone, with the Fitbit app and the correct requirement on the OS software of the phone meaning (Andriod 7.0 & IoS 12.0).

For me I have a laptop no cell phone so I was screwed but my buddy walked in he had a newer iPhone so I asked if I could borrow his phone for about 25 minutes he said sure, I then downloaded fitbit app on his phone with his permission of course did the sense set up and about 20 minutes later the was finished downloading the firmware and was up and running. I have an iPad 2 it way to old doesn't support the fitbit app I seen my mother had one of those government phones you get for free it just happened to have android 7.1 on it and i borrow her phone twice a day once when I start my day & one time later in the day to just sync my info into the app. 
At the top of this forum next to help you see button called dashboard it the fitbit app ran over browser you can't sync your watch to this but you can view your stats and every thing else there.

I kinda of a cheap man don't wanna forkout any more money on any new devices but we shall see.

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