Fitbit Sense suddenly stuck on Fitbit logo after software update

[danajonescody]

My fitbit sense is suddenly stuck on the fitbit logo after a software sync. Has anyone else experienced this issue? Is this a result of the the software upgrade?

Moderator Edit: Formatting.

[Bradders72]

Yep I have the same problem. Ice contacted Fitbit went through all there procedures and mine still won't work there is clearly a problem with them but Fitbit won't recognise that there is... They offered me a 35%discount on a new device because mine is out of warranty, I think this is a disgraceful, Fitbit use to be a product you could rely on, now I have a £300 paper weight, I hope you get it sorted. 

[Scott337]

Sorry your watch is experiencing this issue. But what software update? there has not been a new software update for the Sense in well over a year?

[Tamara25]

I have the same problem and this is already my third fitbit with this problem. There are videos on youtube on how to possibly fix it. It didn't work for me, but maybe it will for you.

[xelhorn1]

I have the same issue and the troubleshooting videos will not fix it. I refuse to buy anything else from Fitbit. Whst s rip off. There are other companies with better business practices. 

[Artrafayee]

They have updated, I contacted Fitbit about mine doing this. An update was sent on the 7th  

[Scott337]

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@Artrafayee wrote:

They have updated, I contacted Fitbit about mine doing this. An update was sent on the 7th  

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That was an app update

[Littlemisssunsh]

Mine started randomly doing this yesterday and I can't seem to get anything to work for the hard reset. I was offered 35% off a new product but I really think it's fishy that there are this many people with the same problem on the same day 🤔 

[danajonescody]

Thanks for the information.  I assumed software updates occurred when syncing the device. 

[Monique33 · Accepted solution]

The same thing happened to me and a earlier post said to do this and it worked after a few attempts. 

 

[Monique33]

The title of her post is: Sense was stuck on Fitbit logo, factory reset solved it and it is by MaryGail64.

[NY-Nan]

Mine is stuck on some pink/purple circle.  Thats why I am here looking for help.  Good luck to you.

[Majorboys]

This worked for me. Had to try a couple times. But it worked!!!! Thank you!!!

[ASki24]

Mine did the same and still can't fix

[jmz668]

mine is also on a reboot logo loop. Customer support has washed their hands of it and said it out of warranty, too bad, so sad

It's only 2 years old. What a crock

[Scott337]

What firmware update? There has not been a Sense firmware update in well over a year.

[Artrafayee]

Yes there has. They are automatic updates when you sync there have been multiple 

[kingcbe]

Yes it happened suddenly after a sync 

Boot loop is annoying. Especially when you pay $300 for a watch that barely lasts 2 years 

[SMM36]

Glad I'm not the only one having the same experience.  I followed the instructions I found online to try to resolve the issue--didn't work. Then I called customer service (which was a joke), only to have them regurgitate the same instructions back at me.  "Escalating" the issue resulted in the same instructions again.  They basically said "it's out of warranty, here's a link to buy a new one".  Ummmm...no thanks.  Your forced update rendered my 2 year old watch useless, so your solution is to buy a new one?!  That's super shady business practice.  I aske for a prorated refund on my premium service since I can't use it anymore, and all I got was the sound of crickets.  Guess it's time to start shopping for a Samsung watch.  

[Yu270050]

Same issue here.  Started about two weeks ago, as my Fitbit sense (15 months old) is stuck in a restart boot loop.

I tried to start the Exercise app, which only displayed the Exercise icon for about a second, before returning to the clock face.  Did this several times before I did the hard reset of the watch (holding the main button down till the watch resets).  This put the watch in this loop that it's been in since.

I looked online and tried all solutions with no luck.  Chatted online with customer service, who walked me through a bunch of trouble shoots, none of which worked.

I was not offered a discount on my next watch, which is fine as I'll never purchase a watch from this company again.  I am really disappointed in the lack of accountability, as this is OBVIOUSLY an issue on their end that they either know about and are burying their head in the sand about (which is such shady/unethical business), or...............can't think of anything else besides that.

Fitbit do the right thing and come clean about this issue and do right by people who shelled out $$$ (but won't be suckers again) for your product.