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Fitbit Sense stuck on Fitbit logo

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‎09-05-2023 06:50

‎09-05-2023 06:50

My 1 year 1 month old Fitbit Sense seems to have been afflicted with the reboot loop/stuck on logo issue I see all over these forums.  Support for these devices has been very disappointing ( I was offered the 35% off coupon for a new device. )

Before I considered the device bricked (which seems ridiculous for something that is likely a software issue).  I'm curious if anyone on these forums has managed to successfully factory reset a device only by using the button on the side of the watch.  I did managed to do it once when I first had the issue and then it got stuck again a week later.

For other Fitbit customers

Here's what I've tried so far:

  • Letting the battery fully run out then recharging the watch.  I've also tried several combinations of plugging/unplugging the device while holding buttons.
  • Removing the device from my phone's bluetooth and the Fitbit app (neither can contact the device anyways)
  • Following some of the ideas in this thread. I was able to get the watch to reset once using the steps from Cseus.  The timing seems random and I have no idea if this is an actual method.  If anyone has specific details on this that would help.

For the Fitbit Team

I enjoyed developing for the Fitbit ecosystem and would really like to get to the bottom of this issue instead of having to take my business elsewhere. It would be amazing if someone on the technical side of the Fitbit team could provide any of the following information:

  • Is there an actual system procedure for factory resetting a Fitbit Sense watch using only the button
  • Is there any way to view diagnostic logs of the device?  I assume the Fitbit logo staying on means something crashed in the boot procedure.
Best Answer
3 REPLIES 3

‎09-10-2023 15:19

‎09-10-2023 15:19

The FitBit team will only offer apologies. Not fixes. Taking our business elsewhere seems to be the best option.

Best Answer

‎09-13-2023 09:46

‎09-13-2023 09:46

I've had the issue twice. I was able to factory reset it twice and get it reinstalled.  Here are the steps below.

 

1. Don’t plug the Fitbit device into the charging cable.

2. Press and hold the button for about 8 seconds until the screen turns off.

After the screen turns off, you will feel a short vibration:

1. When you feel the vibration, release the button and immediately press and hold the button again.

Wait until the blue logo appears, then disappears:

1. Immediately release the button and then immediately press and hold it again, until you feel a vibration.

2. After you feel the vibration, release the button.

Best Answer

‎09-14-2023 04:58

‎09-14-2023 04:58

I have had the same issue And their team could not do anything. Very disappointed 

Best Answer