FitBit Sense stuck in a boot loop, was able to temporarily fix it but…

[dnlmrly]

Now it’s back to just being stuck in a loop. 

So basically here’s what I did:

1. Did a factory reset (8 sec hold, vibrate, release/hold, vibrate, release). Got a screen with a big red X saying data not removed and sync again (or something along those lines), reinstalled the update. However, once the update installs (on the device) it starts the boot loop and the Fitbit continues to say “Installing…” and never progressed past this. 

2. Watch died because of the constant resetting. And when I plugged it into the charger connected to my MacBook, it for some reason I was able to get to the main screen and use it for a little bit. When I was out for a bike ride, it started boot looping again. 

3. I tried doing a hard restart and ended up with a screen saying something about the watch face not working, and was again able to use the watch again (for a little) and now  am back to a boot loop. 

I’m really confused because everything works hardware-wise, I just can’t seem to permanently get it out of this loop or to actually factory reset it (assuming that’s what the X error message is)

has anyone had any success resolving this? I’m confused by its temporarily fixing itself only to break again. 

[Guy_]

Hi @dnlmrly - if you get a big red X it is probably because you only did a restart or may have a hardware fault.

If you don't get the original multilingual message on the watch the factory reset didn't work.

The button factory reset can be quite tricky to initiate but you can also do it from the watch Settings, About Sense menu, if you can get to it.

You can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support for help with the process.

[dnlmrly]

Hi @Guy_ , thanks for the reply -

When I did the hard factory reset, I got the red X and was then able to (attempt) to reconnect the device as new through the app. I'll run through the steps I took below.

1) I did a hard reset using the button. Once the hard reset was completed, the screen had a large red X and said “Data not cleared. Sync and try again”.

2) I followed the steps of removing the watch from my phone, including turning off Bluetooth and my phone, and set up my device as new through the app. This brings my watch to a screen with a phone, the Fitbit app, and “To begin, install the Fitbit app” in multiple languages.

3) I then entire the 4-digit code that the watch displays, connect it to my phones Bluetooth and wifi, and the watch begins the install of the latest firmware. After it finishes downloading it, it restarts and begins installing it. It will finish the install, the screen will show a checkmark, and then it starts into a reboot cycle.

[Guy_]

Thank you so much for the clarification @dnlmrly - if the factory reset had worked you shouldn't have received the red X message.

If you want to try another factory reset which should take a lot longer than a restart if successful you should get to the "install Fitbit App" message directly.

Might be worth a try as the button press sequence is tricky to initiate it properly.