Fitbit Sense stuck on logo and keeps rebooting

[Nannyvictoria]

My sense failed to sync today despite multiple attempts.  I restarted my iPhone and disconnected/reconnected Bluetooth but no luck.  

I turned off my Fitbit thinking it would help and now it’s stuck on the logo screen and is rotating on and off.   I’ve tried a hard reset (holding left button for 10+ seconds) multiple times but it’s still stuck in this loop.   

please advise.  Thank you! 

Moderator Edit: Clarified subject

[RayK]

I've got exactly the same problem. Started today and not due to a restart I initiated. I have tried the 'hold button for 10 seconds to restart' but it seems to be in continuous restart so that doesn't change anything.

Have you tried contacting support directly?

[hollykd13]

Mine did this too and I contacted FitBit Support. There wasn't anything they could do to fix it but said they would send a replacement since it was still under warranty. 

[AlvaroFitbit]

@Nannyvictoria @RayK @hollykd13 I hope you're doing well!

Sorry to hear about this and thank you for troubleshooting this issue. This isn't an expected behavior, since the issue persists I suggest you contact our Support team for further assistance. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

@hollykd13 happy to hear that our Support team was able to replace your device.

[SheenaKel]

Mines is the same it’s just stuck on the logo screen.  I let the battery die and then put it on the charger but it’s still the same. 

[AlvaroFitbit]

@SheenaKel I hope you're doing well!

If you haven't done so please restart your tracker by following these instructions.

[pandapop]

This has just happened to my sense too. I have tried restarting many times I just keep getting the logo pop up every few seconds😡

[RayK]

Hi @SheenaKel , I've tried the restart process quite a few times. The restart seems to work but the product does not boot. I'm an embedded SW developer who runs a product development company so I have domain experience with these types of products (very low power, battery operated).

[RayK]

Hi all,

just did a live chat with fitbit support. Really excellent service. Below is what we tried. Mine will get replaced as we have tried everything they can do remotely. So sad it comes to this but great support and very much appreciated. 

My Sense has got stuck in a reboot cycle. There are other users with the same issue. See https://community.fitbit.com/t5/Sense/Fitbit-Sense-stuck-on-logo-and-keeps-rebooting/td-p/4976581
I've tried the restart method quite a few times.   (Hold side button down for more than 8 seconds eg. 10 seconds)
The restart seems to work as it goes blank, then a small time gap of a bit under 1 second, a vibration and the logo shows for around 4 seconds and it repeats. I started an early chat but had to deal with a phone call so trying again.

No response to swiping in any direction nor to single or double tapping.

It does do a vibrate each time I press the side button even while booting.

I have tried holding the button down but this doesn't make any difference as the reboot sequence s about 6 seconds in duration each time it repeats. So reboot, 6 seconds later reboot, 6 seconds later reboot...

I've also done a BT scan using Nordic Semiconductors nRF toolbox and it doesn't get to the BT advertising.