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.

[Susie-D]

My Sense is working, but it now works different do to programing by Google.

[kansaiclikker]

You are lucky then. It seems a lot of the Senses are just useless now and Fitbit Google won’t do anything. Legally they have covered themselves but have possibly lost a lot of customers 

[kansaiclikker]

As a follow up to my above comment, I have been back and forth with Fitbit and even had the Better Business Bureau in it. Fitbit won’t budge on defective devices. They haven’t answered any of my questions about possible recalls. I had the Ionic when it was recalled. Did anyone else go through that and know what was needed to get them to do the recall? Was it simply people getting burned or something like that?

anyway, I’m out of hope and patience. Nearly ten years as a customer is meaningless when your device is more than a year old. 

[kansaiclikker]

A new update. I was offered a replacement. I haven’t take. It yet as I just canceled my Premium subscription just before they gave me the offer. I asked for an answer on what will happen to everyone else. I hope for an answer. 

[airelle10944]

Thank you!!!! I'm still so mad about this. I have a $299 dead watch

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Yep, this is mine. Stuck on loop reboot with logo. Over and over and over. Been 2 weeks almost since it came on or sync or pair

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Nearly 2 weeks and still stick on re boot logo

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How are the fixing this?!!!

[DrBig]

There must be an issue with the last update. Mine is stuck in a start up loop. Good as dead. Very annoying 

[DaveRdownunder]

My fitbit sense is stuck on the fitbit logo. It will not restart either.

[DeeCincy]

I had the same thing and all they said was warranty up 

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I had the same thing. I just called and all they said was warranty expired and 45 minutes of wasted troubleshooting

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I did all the troubleshooting and called and all I got after 45 minutes was warranty is up. I see 86 post about the same thing and same day and fitbit is not correcting the issue

[rs2023]

Mine started today. I put to charge and it started to enter in an infinite loop reseting itself every 10 to 20 seconds. I tried to reset manually by pressing 20 seconds for several times. No luck. I have no idea how to use the watch. I also notice the app in my mobile was updated to a new version. I believe it might had some changes which might had impacted the watch. I am trying to get support, but until now, I did not see any information to help troubleshoot the watch.It is clear there are a lot of users with the same issue. So this must be addressed by Fitbit (Google) as they are a serious company and value their customers.

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Mine is the same happening. Infinite loop and no way to have a hard reset.

When looking to this thhead I really can't believe that the support is offereing this "offer" of 35% off. All we want as customers is to have our current watches we paid to be properly working. If fitbit/google do not address quickly, I am positive this will become soon in a national TV, podcasts and internet showing the issue and how fitbit/google is addressing this situation. It will be a PR nightmare for them. I hope a top executive sees this quickly to address. I am positive we are all loual customers since the original fitbit came in. I had several devices from fitbit so far. If this is not addressed I wil be also moving to Apple, which I had been avoiding since I always loved Fitbit.
Please fitbit/google. Resolve this in a reasonable situation.

[tarrzcoop]

@rs2023 

I tried. I tried and tried and tried. 

[tarrzcoop]

Almost 3,000 views when most posts get a handful. 

[rs2023]

Hi. I contacted the Fitbit support explaining my watch is in infinite loop reset. It shows the logo and then reset and then show the logo with a small vibration and keep it doing infinite times. I tried the hard reset and continues the same. The support agent mentioned the watch is dead and he offered a coupon of 35% to purchase a new one. I declined and mentioned I just need my current watch to work and this is not a reasonable resolution for this problem. I mentioned several people are experiencing the same issue and this requires to be escalated to management in Fitbit/Google to address the situation quickly. The case was escalated and he mentioned that I should expect in my email some supervisor/manager to contact me in up to 48 hours. I will keep posted. If any current user is experiencing the same problem and got stuck, please post here in this this thread orginated by @CharlesinTexas so we can all see them and hope a resonable solution is provided. It is clear that some latest update in software was wrongly deployed and it damaged the watches and requires addressing to solve. NOT ACCEPTABLE to do not have this issue solved.

[kansaiclikker]

Probably many already know but the Sense isn’t in Fitbit’s online store. I won’t speculate why but many may. The Sense is in the electronics store near me here in Japan. Fitbit is sending me a replacement Sense so we’ll see if it works or not. 

[Mariucho]

THEY ARE NOT A SERIOUS COMPANY, this has happened before, most of the people here will bite on the 35% the others will move on to a better company.

[rs2023]

An update: I received an email from a supervisor stating about the watch I purchased 2 years ago has no longer warranty (of course I am aware of that) and he again offered 35% discount if I want to purchase another watch and he will also provide 2 sets of bands for my new watch. I replied that this is not the case for warranty as it is not a hardware defect. It is a software defect that ws caused by some update or fail in the process. The watch works, but the software is constant looping in the reset process. As this is clearly happening to multiple people recently it is not a case of a hardware defect. Most probably they will solve the software issue and people that were not impacted yet might not suffer the same issue, but the ones unlucky like several of us recently got stuck.
All I want is to have a way to have my current watch to properly funtion. This is NOT AN ACCEPTABLE situation and we should publish this information in social media or business burough for helping people that might also be impacted and are not aware this is actually happening to a lot of people.

[rs2023]

Hi @Brittni148 . Did you get some form of resolution for your issue ?

[EstuardoFitbit]

Hello everyone, I appreciate you sharing your Fitbit Sense issues with me.

Please keep in mind that there is a limit on how much assistance we can provide. You must get in touch with our support staff to check the status of your warranty, as I explained in my prior article. For each scenario, they will decide which line of action is best.

I realize some of you may find it frustrating, but I hope you can comprehend that we must uphold our warranty policies.

[RobertBranches]

Same with me. No response whatsoever! 

[rs2023]

Hi. I read the warranty policies. this specific situation is not about a defect in the hardware. The similar behaviour happening in several watches at the same period constitutes a failed software update that ended up damaging the process on how the watch restart. It is not happening by itself or because someone neglected on how to take care of the watch.
All we are asking is a mechanism on how to reset the watch which is now in an infinite loop caused by the software that is maintained and updated by Fitbit.

Offering 35% discount and a set of bands as a "compensation" for the issue seems not enouth. Also as part the community discussion, please stop deleting the messages I had been sending to the community on how the issues are affecting and how the problem was resolved for each person.

Of course everyone here already contacted the support. Is there any other way to resolve this situation ? Or the only alternative is to have the 35% discount coupon ? Please confirm and be assertive on your answer to help me and others on how to handle this situation which you understand is not acceptable and very frustrating for someone that purchased a watch and it failes with only 2 years of usage

[rs2023]

Yes. This is a very disappointing situation. It is not possible for exactly the same behaviour is happening to so many users and customers at the same time.
I see that Fitbit / Google is not willing to acknowledge the situation and their employees are been instructed to answer only about the warrany. I posted my perspective this is not about warranty related to a defect hardware, but about an issue with the software. Something caused the watches to enter in a loop reset. The offer of 35% of discount and two sets of free bands is something been offered as a way to compensate this situation, but me and several others do not think this is the right thing to do to address this situation. A lot of people might had take the offer, and that is up to each person. Each one has their own financial situation on what to decide what is right or not.