ECG app crashes on Sense

[JennyMee]

I've had the fitbit sense for a week however the ECG app will not work.I live in the UK. 

When I click the app, it allows me to select which wrist the watch is on and then to the screen to click saying im sitting. However once I click that I get an error saying please reopen the application. I've tried this multiple times, rebooted the phone and sense, deleted and reinstalled the app. Nothing seems to work.

Moderator Edit: Clarified subject and updated label

[LizzyFitbit]

Hi @JennyMee. Welcome on board.

Thanks for the information provided, as well for every step tried prior to posting. It's odd that the ECG app isn't working on your Sense. Because you mentioned to have reinstalled the app, do you refer to the Fitbit app? If that's correct, please make sure your watch is updated and give a try to the following steps:

1. On the Fitbit app tap your profile picture > Sense > Apps.
2. Look for ECG app, tap on it and remove it.
3. Restart your watch.
4. Install the ECG app back on your watch.
5. Sync with the Fitbit app and try using the ECG app one more time.

I look forward to your reply.

[JennyMee]

Hi @LizzyFitbit 

I was referring to the ECG app on the fitbit. I've tried the steps you have mentioned and it has not worked either. 

I have attached a picture of the error. 

[Ballesteros5241]

Thanks for the information 

[LizzyFitbit]

Hi @JennyMee, it's good to see you again. @Ballesteros5241, welcome to the Community Forums.

@JennyMee, thanks for trying the suggestions in my post, as well for the screenshot provided. Because the issue persists, I'll need you to provide me with the model and OS/software version of your phone so I can further investigate on my end.

@Ballesteros5241, may I know if you're having the same issue? If you do, have you tried the steps posted above? Please let me know so I can help you with matter.

Look forward to your comments.

[JennyMee]

Hi Lizzie,

I use a Samsung S9 with software version G960FXXUCFTJ2/G960FOTFCFTJ2/G960FXXUCFTJ1

[LizzyFitbit]

Hi @JennyMee. I hope you're doing well.

Thanks for getting back with the requested information. Because you have an Android phone, let's try to reconnect your watch to your account so the ECG app can start working from scratch:

1. Remove the Sense from the Bluetooth settings.
2. On your phone settings tap  Apps > Fitbit > Storage > Clear Cache.
3. Go back one screen, tap Force Stop and reboot your phone.
4. Open the Fitbit app and tap your profile picture.
5. Tap Set Up a Device > Sense > Replace Your Device and follow the onscreen instructions.

Once this is done, please try using the ECG app one more time on your Sense. Note that you may need to take the Assessment one more time on the Fitbit app > Discover > Heart Rhythm Assessment.

[JennyMee]

Hi Lizzy,

This has still not worked unfortunately.

Kind regards,

Jenny

[LizzyFitbit]

Hi @JennyMee. Welcome! It's nice to hear from you.

I appreciate the time taken to troubleshoot your Sense. Because the issue persists, I've contacted our Support team so they can create a case on your behalf and provide you with further assistance. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

[Jonjon2323]

I did all these steps on mine and it still doesn't work. 

[Jonjon2323]

How did you get a picture on here?

[LizzyFitbit]

Welcome, @Jonjon2323. It's good to see a new face around.

Thanks for taking the time to try the steps suggested in my previous post. I'm sorry the ECG app is still not working on your watch and because this isn't the expected behavior, I went ahead to review your details and I noticed you already have a case created with our Support team. It seems your case is under review, so please wait for their reply and keep the communication with them. I'm sure they'll happy to continue helping you with this matter.

In regards to your other question, you can attach a file in your reply by following the steps described in this post.

See you around.