Can't open the settings on my Sense

[Holi_1]

The "settings gear icon" on sense does not open. I can hit to open and nothing happens. Attempts to open, but within seconds closes. Sleep mode is not on, I can see in phone that the settings icon is installed. 

What can I do to get working? 

Moderator Edit: Clarified subject

[Guy_]

Hi @Holi_1 - first try holding the watch button for 10 seconds till it vibrates and the logo appears and wait for it to start.

If this does not fix it you will need to do a factory reset using the button, best to contact customer support via the Fitbit App Help & support section and they can assist you.

[MarreFitbit]

Hi there, @Holi_1. Welcome to the Fitbit Community Forums. I'm sorry to hear that you cannot open the settings icon on your Sense. Thanks for already checking that your Fitbit device is not on sleep mode and that the settings app is indeed installed on your Fitbit app. We'll do our best to get you back on track! 

As @Guy_ has suggested, first, restart your Fitbit device as suggested here How do I restart my Fitbit device? If the restart doesn't work try to change your clock face. If this fixes the issue, you can change your clock face back to the original clock face. 

If the above doesn't work, follow Guy_'s advice and chat with us online or give us a call. Click here to get connected.

We hope this does the trick!

[Holi_1]

Yes, I reached out to Fitbit Help.  Worked to reset to factory defaults, however, even doing that did not help the "settings gear" to be functional.

[Guy_]

@Holi_1  - it's possible the factory reset didn't work.  

It can take over 30 minutes to complete and setup again, if it took less it might just have been a simple restart in which contact them again.

[Holi_1]

Hello, the process the "tech" took me thru was to "ADD More devices"  section.  Is that the same the FACTORY reset process?

This process took maybe 5 mins.

Thanks

[Guy_]

@Holi_1 - not necessarily, if you remove your watch from the account, to put it back you have to run "+ set up a Device"

If the watch was factory reset, that process will also install the firmware again, which can take 30 minutes or more.

If it took only 5 minutes there was no factory reset which will be necessary to fix it.

[Holi_1]

THANK You for the information.