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.

[rs2023]

It is happening the same behaviour to several users, but Fitbit / Google is stating is related to a hardware defect, which is not possible to be as a lot of us are having the exactly the same issue. I can't understand why this is not escalated to leadership in Fitbit and Google to do the right thing to their loyal customers and find a way to provide support to fix this. Just stating they can't replace the watch because of the 1 year warranty because  of their failed update gone wrong is not fair.

[rs2023]

It is clear affecting a lot of people. Not sure why they are still not willing to address our situation. It is not an isolated issue. Clearly a software update went wrong. Fitbit is claiming our watch is dead because of our fault as if it was a hardware defct and we neglected on how to handle the watch.

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Good for you. Others users are not getting any satisfactory resolution beyond providing a 35% and free bands to purchase another device

[Vos123]

Ha! That makes me laugh. You speak of upholding your warranty policies, but
this isn't a warranty issue. This is an intentional destruction of personal
property, and I use the word intentional because of your lack of realizing
that this is affecting thousands of people at the same time due to
companies mandatory update that was horrifically botched. But that being
said and a lack of addressing the issue, there's only one conclusion Left
here and that this is actually intentional which would be technically a
misdemeanor cuz it's only $500 or less but still several thousand accounts
of property damage can't look good on a company.

If you ever decide to pick up your phone and finally call your boss and say
hey look, there's actually something going on here. Maybe we should address
it? That would be much appreciated.

[rs2023]

Exactly. This is 100% correct @Vos123 . We as customers are trying to clearly provide in good faith feedback to the Fitbit / Google company that something is not done right, and the official answer for us is about warranty on something is not broken because of us. It is clearly a software issue caused by an update that did not worked well or was not tested properly and now is causing a similar behaviour in several users. I am sure, they might already had fixed and if new users try to update now, there will not happen the same issue, but the ones that did in this period and got the issue are now stuck with a dead watch and been offered a 35% discount to purchase another new watch and some free bands. This is not reasonable way to address the situation. Please Fitbit / Google. Review what happen and do the right thing to your customers to address the situation.

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I had been trying to contact the support management by email, but no response. Other threads are been formed for the same type of issue. It is not possible that Fitbit can't see this was not isolated case and for a certain period of time their software update ended up impacting a lot of users.

[tarrzcoop]

I noticed there are a handful of Facebook posts in Fitbit communities where sense owners are experiencing the same unresponsive logo. There aren’t enough posts for them to realize what a widespread problem it is. I am watching the threads there just in case they find a better solution/resolution that may work for us too. Will let you know if I find anything. 

[rs2023]

Thanks tarrzcoop . It is clear a widespread situation for a specific period of time where a lot of users who updated or synced their watches were impacted by a software update. Hopefully Fitbit / Google can do the right thing
even if they will have some loss temporarily, but if they make the right thing it will keep the loyal customers we all had been. We all had been purchasing their devices in the last decade and most probably if they do the right thing we will be for the next decade

[Rich32920]

Mine is also in a loop and is worthless. I’ll be looking elsewhere for a fit style watch. 35% off is not worth buying again. I’ve had 3 Sense watches replaced under warranty. Never get a replacement always get your money back and buy a new one so you are always under warranty. Never again will I buy a Fitbit Google product. Buyer be ware

[tarrzcoop]

@Rich32920  I was worried that I had indicated refund on my 3B complaint and maybe should have indicated a replacement. Glad I didn’t now. Even more troublesome that people are having this same problem with multiple devices. 

[BrandonTS]

currently going through this now. Can’t get any support on the issue. When I tell the support what happened, they all of the sudden say “oh hit looks like I can’t help you. I’m the Google Pixel support” or “oh well I am iOS support”. However I’ve told them from the start which product I’m seeking help with. Really don’t want to buy all new product.

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None of that fits the problem. There’s no way to access any of the watches functions and the platform offers no way to fix the issue. Unless there’s a way to fix the issues remotely, replacements are the only viable option.

[rs2023]

This is not a normal situation happening to so many loyal customers. I am still in shock why Fitbit / Google is stepping up to solve this problem. I will start to contact some LinkedIn people in Google leadership to advise and share hte links to these community posts to see what is happening and see if anyone can step up internally. I think we all feel helpless in such situation. It is one of the most frustration situations I got from a top brand.

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I still see a lot of customers posting they are stuck in the reset process. This means the watch hardware is ok, but the software got problems. Otherwise it would not show up anything in the display. Please post your situation here so it can be visible. I saw posts in other social media as well about it, but as this site is moderated and managed by Fitbit, this may help to them to recognize the situation and the issue causing to the customers.

[tarrzcoop]

Has anyone found a solution or resolution to the devices beings stuck unresponsive in the logo? I noticed that people are starting new threads with the same content. 

[SunsetRunner]

I still have the logo and no solution or resolution 

[tarrzcoop]

Anyone found a solution or resolution to the unresponsive device stuck on the Fitbit logo

[kibitzer]

I just got the update on my fitbit sense a few days ago and now my fitbit is dead.  Clearly the issue is with the software update.  

[Brimson]

This is the same thing as happened to the last 2. This is the 3rd one now. Endless rebooting then died. Spoke to customer service and they sent me another. The last one was only worn for 17 days. It's a refurbished one that I have now. They don't want them back to it's in the electrical recycling bin. Makes one wonder what's going wrong with them?!

[Scott337]

I feel bad for everyone affected by this issue. Does anyone know what "update" people keep mentioning? I have had my Sense for over a year and have had no new firmware updates available for my watch since first setting it up last year. Are people referring to the new FitBit app update?

[HDMcM]

My fitbit sense has the same issue. It is stuck on the logo screen and a force restart doesn’t help. Very worrying how unhelpful fitbit is being with so many people who all have the same problem.

[lesleyrob]

I have been having this same issue all day. Watch stuck on logo screen as well and no option to restart. I’ve tried charging but nothing to indicate it’s being charged and bo lights on the back of the watch. I’ve only had mine 3 months!! Gutted if an update has done damage to my watch already. I bought this to replace an Apple Watch that was also stuck on the logo screen! 

[jcampbell1544]

My exercise app wasn’t working but my Fitbit was still on. The customer service associate advised me to turn it off and now it won’t turn back on. Such a waste of $300. 

[Tabben93]

After reading all of your messages I am happy I haven’t tried rebooting my watch as it is still “working”. It does however NOT keep the Bluetooth pairing so I need to go to the phone’s settings and forget-reconnect the BT connection every time I want to sync my watch to my phone… obviously I don’t get any notifications from my phone on my watch….

I’ve had issues since buying the watch 14 months ago to have it charging. It charges but there’s always a message on the watch saying that the charger isn’t working properly. Got a new charger sent to me after a month or two of purchasing the watch and same issue… I kinda just ignored it, until now… 

Ever since I connected my Fitbit to google the BT is no longer working…this was before the latest app update which I hoped would solve the issues.  I’ve reinstalled the app multiple times but that’s not worked as well. Next step would have been a reboot of watch but reading all of your comments I won’t do that. 

I’ve been a loyal customer for a long time and told everyone to choose Fitbit over Apple Watch. I can safely state that my next watch will definitely not be Fitbit!