Fitbit Sense stuck on logo screen - reset doesn't work - setup a new device doesn't work

[kd5byb]

Good morning all,

I hope this post finds you and yours doing well during these most crazy of times.

I've got a Fitbit Sense that I bought late in June 2021.  When I removed the magnetic charger this morning, I saw that it was on the start-up screen.  The button is responsive - when I press it - I get a vibration.  If I do the ten second reset, it resets, vibrates, then hangs again on the start-up logo screen.  I've tried that five or six times now to the same results.  The LED sensors on the bottom of the watch are off - they never illuminate.

Looking around here, I saw that many people have good luck with removing the Sense in the Fitbit app then adding it again - setting it up as a new device.

When I try that, the app says "Sense found!", gives the "Connecting..." message...but eventually fails after five or ten minutes giving me a screen saying "Something went wrong" then gives me some options.  If I retry it again, I get the same results.

The battery should be full - it was on the charger for at least 30 minutes this morning.  As I'm trying this, I've got it on the charger cord.

I'm thinking "He's dead, Jim" and I need to contact support.  Thoughts?

thanks much,

ben

[NellyG]

Hmm  @kd5byb  Before you contact Support try deleting the app from your phone, removing the Sense from the phones bluetooth list (if it is listed), then turn bluetooth on the phone off and restart the phone. Turn bluetooth back on and then reinstall the app and try setting up again. If that doesn't help then you need to contact  Fitbit Support

Good luck

[kd5byb]

Hi @NellyG - thanks much for the response!  I gave your suggestion a try - deleted the app from the phone, removed the Sense from BlueTooth, turned off BlueTooth, restarted the phone, turned BT back on, then reinstalled the app.

Unfortunately, it didn't help...and actually made things worse.  Prior to doing this, when the app tried to connect to the Sense, it did find it.  Now it cannot even find the Sense.

To make matter worse, I remove the Sense again, and tried to go back to my old Versa.  It won't work with the Versa either!  It finds the Versa, displays the four digit code, I type that code into the app, it tries to connect to FitBit, and I get a failure message.  Even with the failure message, it does appear that the Versa has been added to the devices menu.  It even attempts to sync.  But then tells me that the device has not been setup.  When I tell it to set it up, it says its found the Versa, but this time, no code, and it just sits there saying "connecting."

Any thoughts?

thanks much,

ben

[kd5byb]

I should also mention - I also tried removing the app from the iPhone, then installing the app on my Samsung tablet.  Same problems - it doesn't find the Sense...

thanks,

ben

[kd5byb]

One positive development...was able to get my old Versa working again...  🙂

thanks,

ben

[kd5byb]

Greetings all,

So I tried getting in touch with Fitbit support via chat.  Appears that support by chat isn't working, as it leads to this page...

Ugh!

thanks,

ben

[NellyG]

That is really strange. I'd suggest you contact Fitbit Support then - link in my post above. It seems odd the Versa won't connect either, but if the sense won't connect on either device, something sounds like it has gone wrong

[kd5byb]

Hi @NellyG - thanks much for responding again.  I'm trying to get in touch with support now.  I've got a chat window open with support...but seems like there is no one on the other end?  <sigh>

thanks,

ben

[NellyG]

Hi @kd5byb with Support you just need to keep trying I'm afraid. Do you have other options showing (like twitter or a phone number?) They usually only show the options available at the time. So if chat is showing there should be someone there. They might be on several other chats of course... Sorry, I'm not much help there

[kd5byb]

hi @NellyG - finally got thru via chat!  🙂

thanks,

ben

[kd5byb]

Chat confirms "He's dead, Jim."  Working thru the replacement process now.  🙂

thanks much,

ben