help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Button on Sense stopped working, required factory reset

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎03-09-2021 15:35 - last edited on ‎03-13-2021 05:14 by Fitbit Moderator

‎03-09-2021 15:35 - last edited on ‎03-13-2021 05:14 by Fitbit Moderator

I've seen many posts about the sense button not working, but usually turning it off and back on seems to fix it. My button would not vibrate or respond to any press. It did still work with the wrist gesture so I was able to power it off. I then had to put it on the charger to get it to turn on. During these couple days, it would also randomly reboot. I talked to fitbit live chat support and the end result was they told me to send it in for repair. They never told me do a factory reset. I tried this as I wanted to wipe my device before sending it in anyways and it seems to have fixed the button issue. It's now working again. Has anyone else experienced this behavior? Also, is there a ticket created or any way to reference a live chat?

 

 

Moderator edit: subject for clarity

Best Answer
2 REPLIES 2

‎03-12-2021 16:42

‎03-12-2021 16:42

Hi @jameska,

 

Support will usually generate a ticket for you upon request.  Unfortunately, there is no way on your end to reference a live chat.  However, Fitbit usually has records on their end and should be able to assist you with referencing that live chat.

 

As far as the button not working, mine only does that when my Sense freezes.  A quick shutdown (swipe left to "Settings" and then select "Shutdown") usually solves the issue.

Kristen | USA Cruising through the Lifestyle Forums

one cruise ship at a time!
Best Answer

‎03-13-2021 05:19 - last edited on ‎08-16-2024 06:38 by Fitbit Moderator

In response to DramaQueenDiva

‎03-13-2021 05:19 - last edited on ‎08-16-2024 06:38 by Fitbit Moderator

Hello @jameska, welcome to the community forums! @DramaQueenDiva, it's great to see you around and thanks for your great input! 

@jameska, I'm very sorry for any inconvenience caused and thank you for taking the time to provide your feedback! Please note that our team is always working to enhance your experience with the Sense and your feedback is a big part of that process.

On a side note, I'm glad to know that the Factory reset helped to resolve the inconvenience. The behavior is very odd and I believe that a restart should have worked but that was not the case. Additionally, I was able to see that you have a case with our Support Team. Since you have received assistance from them, I suggest you to either update your case or contact them one more time if you require further assistance. Make sure to mention them that you have a case so our team can locate it and assist you from there. 

Have a great day! 

Wilson M. | Community Moderator, Fitbit.
Best Answer
0 Votes