Fitbit Sense stuck in a rebooting loop

[GeraldB88]

Very disappointed that my Fitbit Sense went into a rebooting loop about 14 hours ago. It started with rebooting every 2-3 minutes but now it reboots every 15 seconds or thereabouts. I have done a hard reset thinking this may fix the problem but with it rebooting every 15 seconds it is impossible to do the setup again. I bought my Sense in mid December 2020. I have notified support via a chat but they can only give me a case # and told me to wait for someone to contact me, Very disappointing indeed give this is the falgship model and I just become a Premium member so as to enjoy the stats tracked by the Sense. I note on the community page there are many Sense users having the same problem.

Moderator Edit: Personal info removed

[LizzyFitbit]

Hi @GeraldB88, welcome to the Community Forums.

Thanks for taking the time to share your feedback and for the steps tried prior to posting. I'm sorry that you're going through this experience and please know that every feedback shared in the forums never goes unnoticed as it'll help us to improve our products and services. Because you already have a case created, I've contacted our Support team on your behalf and it seems they've sent you an email with more details about this situation. Please check your inbox, spam or junk folders and keep an open communication with them.

Hope to see you around more often.

[GeraldB88]

They do not appreciate that as my Sense keeps on shutting down and starting up every 15 to 30 seconds I am not able to do anything with it (including the suggested setup) after I restored it to factory setting when the fault started 2 nights ago. The unit is clearly broken and does not work.  I have had to retrieve my old Versa and been using this as a temporary fallback whilst I await for a replacement unit from Fitbit.  

[LizzyFitbit]

Hi @GeraldB88, I hope you're doing well.

I understand where you're coming from as your Sense shouldn't be rebooting by itself, I'm sorry for this inconvenience. This isn't the experience that we want you to have, that's why I've forwarded your posts to our team so they can take a look to your details and help you with this matter. I'd encourage you to reply back to the email they sent you and follow their instructions, as this will allow you to receive a resolution as soon as possible. 

[GeraldB88]

I have replied back on their email and stressed that I am not able to do what requested me to do as the Sense keeps shutting down every 15 to 30 seconds. As of this morning I have yet to receive a reply.

[GeraldB88]

I can see on another thread in this community blog that this “constant shutting down and restarting by the Sense” is being experienced by many Sense owners too. Is this because of a defect in the hardware or a bug in the software? I see also that a number of owners have now been given replacement units. I am still waiting for Support to propose a satisfactory solution for my defective Sense. 

[LizzyFitbit]

Hi @GeraldB88, it's good to see you around.

Thanks for getting back and sharing more details about your Sense's behavior. Our team was informed of an issue with the Sense rebooting by itself which was fixed with a firmware update before. However, I appreciate you for the heads up. I've contacted our team and it seems they've sent you an email with more details about your case. Please check your inbox and keep an open communication with them.

[GeraldB88]

Yes in my case they have agreed to replace my Sense under warranty. 

[LizzyFitbit]

Hi @GeraldB88, I hope you're doing well.

That's great news! I'm glad you'll receive a replacement for your Sense. Once you receive it, please see this help article to set it up in your existent account. In case you have some spare time, I’d like to invite you to visit our Health & Wellness board where you can make new friends, create topics and share your experience while reaching your goals.

[clin3069]

The same thing is happening on me. It vibrates, shows the Fitbit logo then goes off every 15 seconds. This is the fist time I shut down and try to reboot my Fitbit sense. 

[LizzyFitbit]

Hi @clin3069. Welcome to the Community.

I'm sorry you're having the same experience, and thanks for taking the time to troubleshoot your Sense. Because the issue persists, I'd recommend getting in touch with our Support team so they can evaluate your watch's behavior and see what can be done to bring you back on track. Please click here to get connected with them via chat or phone, and make sure to let them know what steps you've tried.

[Sbainb]

Having the same issue with no corporate resolution implemented this far (2022). Intend to return the ‘watch‘ for a full refund and jump over once and for all to Samsung or Apple where, apparently, corporate design and engineering standards still outstand those of consumers. 

You lost a multi product customer for life on this one, Fitbit. Do better or just sulk away like all other non-performing tech companies.  

[LizzyFitbit]

Welcome to the Community Forums, @Sbainb.

Thanks for taking the time to share your thoughts about the Sense. I understand where you're coming from and I'm sorry you've gone through this experience. Our team constantly works on our devices, and the feedback shared in the forums is a big part of the process as it helps us to evaluate, and improve them. Your feedback is truly appreciated and please know it won't go unnoticed.

If you haven't done so, I'd recommend contacting our Support team so they can investigate and provide you with further assistance. They're available via chat and phone, just click here to get connected with them.

[mnjuels]

I'm experiencing this same exact issue. Are there any known fixes??

[LizzyFitbit]

Hi there, @mnjuels.

Thanks for letting me know about your Sense, and I'm sorry for this inconvenience. This isn't the behavior that we expect from your watch and just to confirm with you, may I know if you've tried the restart process? If you have but the issue persists, I'd recommend getting in touch with our Support team. That way they can evaluate your options and see what can be done to bring you back on track. Please click here to get connected with them via chat or phone.

[MirceaMS]

It seems that the battery level out of the box was not enough.the rebooting
loop was temporary until I got the watch charged and since then I did not
had that problem during this month.

[LizzyFitbit]

@MirceaMS Welcome on board.

Thanks for joining this thread and sharing what worked for you. I'm glad your Sense is working well and I'm sure your post will help other members. If by any chance you have issues with the battery, don't hesitate to let me know so I can help you with that.

[Tigermat8]

I also experienced the rebooting loop as well. Reboots every 5 seconds and support is replacing my Fitbit sense as well.

Is the community (and myself) able to get an update on whether this is a software issue or a hardware issue?

thanks

[LizzyFitbit]

Welcome to the Community, @Tigermat8.

Thanks for taking the time to contact our Support team, I'm glad you're about to receive a replacement. Let me share that this isn't the behavior that we expect from this watch and because each case is handled individually, the best recommendation is to get in touch with our Support team so they can investigate and see what can be done to help you.

I understand your concern and I'm sorry for any inconvenience this may have caused. Please know every feedback shared in the forums helps us to improve our devices, as well as the overall Fitbit experience.

[rainman79]

Same problem, 2nd smart watch that has gone bad.  Is the only way to fix this is to send it back to fitbit?