Fitbit Sense unresponsive with a logo loop

[CharlesinTexas]

Seems like a lot of Sense watches crashed today. Mine shows Fitbit Logo only.  Cannot restart, etc.

[Runnerguy_Now]

I was just on the phone for over an hour talking with FITBIT reps ... all
they could do is run through their factory reset procedures and if that
didn't work (which it didn't) because my warranty had expired they could
only offer me 35% off a new device. Why would I do that when the FITBIT App
update was the cause to fault all watches. Ugh! I'm done with them!

[Runnerguy_Now]

I did just that! They couldn't get my watch to work either. Seems quite strange that ALL Sense watches quit working the same day and way. 35% discount is NOT enough to go back to purchase another FITBIT watch.

[scoutshonor]

yes, mine is on endless reboot and vibration loop. I replaced my last one in January for same reason and customer service back then was awful. It started with really shorteneed battery life then black screens and now continual reboot. Is this related to firmware update?

[kansaiclikker]

I spent a half an hour or so with support staff on a chat window but they said there wasn’t much they could do. I think everyone needs to just push until the Sense gets recalled and hopefully we all get better compensation than a 35% discount. 

[tarrzcoop]

@kansaiclikker @Couldn’t have said it better. I keep trying to post- hoping the focus stays on this. Not sure what else there is to do. 

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This post has almost 2,000 views when most get only single or double digit views. Moderators…. Please escalate this. 

[Vos123]

 Happened 9/15/23 and can't even do a hard reset... Starting to think this was intentional due to my warranty just surpassing one year. Way to go Fitbit/Google

[Deoge]

Did that and got offered a 35 percent discount no thank 

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Ya all these people have a software problem but fit gives 35% for there mistake sounds like corporate America they care only about the dollars. Even when they did it I will never buy the crap again and I hope there tv just stops and is out of warranty not much of a company 

[ldemaere]

If you are reviewing these posts, you will see that nothing we try is working. Whether it's a battery problem or a software update problem, clearly something is wrong with this product. I do think there is a case for bringing it forward to your team because I believe there are many more people out there who are not reporting it or saying something on the community. I reluctantly reported it and might not have ever reported it but for the insulting discount offered by FitBit. You are losing long standing customers by the minute.

[Mckayg11]

I don't think they care now that they are google.  They want people to get the Google pixel watch for more money that does less, so they're ruining the Fitbit brand

[Deoge]

I posted a message on Google also

[Deoge]

Just did a search on utube and not only the sence but the versa is doing it to so Fitbit fix it 

Moderator Edit: Word choice 

[tarrzcoop]

Please post to the other thread that has almost 2 k responses: 

Fitbut Sense unresponsive with a logo loop Fit (we are trying to get the company to realize the widespread fault errors that indicate a problem with the device)

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New threads are getting added with similar topics.  I think this dilutes the message that there are so many with the same problem. And new threads are getting added that seem like purposeful distractions.  If you still have a problem that support has not resolved (your fitbit Sense is stuck and inoperable- out of warranty and only a 35% discount was offered- please let us know) keep posting.

[virpv]

1. I got my first Sense sometime in May 2023. It worked fine for a while. But then I had to call support for some features not working properly. They advised me to do the reset. right after that, it got stuck in the logo. The support person tried other things but eventually concluded that it was malfunctioning and sent me a replacement.

2. So I got the replacement. A few weeks later it was not sensing/collecting my sleep data. Called support again and after trying a few things it got stuck in the logo again. I said to them this problem needs to be elevated to the engineering team and insisted that they examine it. So I sent it back and got another replacement.

3. I was hoping that the third replacement would work fine and had decided that if I ran into the same problem I would say goodbye to Sense. But to my utter frustration, the third replacement also exhibited the same problem. I was mad to have gone through 3 devices and all winding up with the same problem. Called support again and reached the call center in Central America. Spoke to the supervisor and explained my frustrations with him and asked him if he could send me a replacement but not Sense. I suppose that that they are all trained to textbook answers. He displayed no empathy and when asked if I could write directly to the Fitbit design team, he was not helpful.

Bottom line DO NOT BUY SENSE. It is very unreliable. 

[bmarsh]

"Not all" may be accurate, but most of the posts in this thread relate to the title issue (Fitbit Sense unresponsive with a logo loop), an issue which all of the sudden affected many users within the past week.  It seems too much of a coincidence to be a random occurrence, and it seems to me that it very well could be a result of a "buggy" update.

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I'm not sure what you mean by "keep the lines of communication open to avoid any misunderstandings."

Do you think the people who posted that the only accommodation Fitbit was willing to give was a 35% discount misunderstood what the support team told them?

The title issue (Fitbit Sense unresponsive with a logo loop) is an issue which all of the sudden affected many users within the past week.  It seems too much of a coincidence to be a random occurrence, and it seems to me that it very well could be a result of a "buggy" update that Fitbit should look into and make right with those of us who were affected.

[Pierrr]

Mine too. It is totally dead. Nothing works. 

[Speno]

Same happened to me last night. Couldn't start an excerise, rebooted - stuck in constant Logo / vibration loop. I only had this replaced for the same issue in Jan 2023. This watch is not fit for purpose. Spoke to support and offered a replacement or discount. It is not acceptable to have to pay to move from a device that doesn't work.. I don't want a "3rd" one of these faulty devices. Pathetic from Fitbit, was such a nice company before google got their hands on it.

[tarrzcoop]

This issue has not been resolved. My Fitbit is still unresponsive and stuck on the logo. It will not restart. Since I am out of warranty I was only offered a 35% discount on a new device. I have owned Fitbits for ten years and have never had one been uttered completely useless after a year and a half. And the Sense was the most expensive one I ever bought. 

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This thread has OVER 2,000 views now but it keeps getting buried.  Dear Fitbit, please understand how frustrated so many of your very loyal customers are. Please make this right. 

[SunsetRunner]

My Sense did the same thing last month. All Fitbit could do was offer me a 35% discount because it was out of warranty by 2 months. After countless emails back and forth, they just wouldn't do anything because they have to stick to their warranty. After 10 years, I am going to get something else. Fitbit doesn't stand by their products, even seeing so many with the same problem, that could be very well on their end. I will never recommend a fitbit to anyone.

[candyannf]

Mine has been on the logo screen since 8/11! I have tried to let the battery die, and then charge it again to see if I can factory reset,  but it isn't charging either. I was away on vacation, stuck my hand with my sense into water to pet stingrays, and about an hour afterwards it stopped working.  Hasn't changed from the fitbit screen since.

[airelle10944]

Mine here! Same issue