Fitbit Sense won’t turn on

[laurenlab]

Hi all,

My Sense randomly stopped working at 90% yesterday. I’ve tried everything to get it back up and going. 
-Held the button for over a minute to try and get a reset - won’t vibrate or show anything on the display 

-Been charging for 16 hours with nothing coming up on the screen (I have been intermittently trying the side button trick above)

-Changed wall outlet, no difference in charging 

-The connection points between the Fitbit and the charger are clean

My app cannot sync to the device either. Had this happened to anyone? How did you fix it? I got this two weeks ago and not sure what is wrong 

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @laurenlab.

Thanks for trying to troubleshoot this issue before reaching out. I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon.  

I'll be around if you have any questions.

[laurenlab]

Hello, 

I have yet to be contacted by anyone from support. Is there anything to do in the meantime? 

[LiliyaFitbit]

Thank you for your response, @laurenlab.

Due to recent events affecting our operations there might be a delay. I appreciate your patience and understanding. Meanwhile, you can try restarting your device: How do I restart my Fitbit device? 

Let me know if you have any questions.

[NDmom06]

I've done multiple resets in the past three days. Nothing.

Guess I'll just be patient. Maybe Solarwinds hack?!

[laurenlab]

Hello @LiliyaFitbit , as mentioned in my original post, I have attempted the tips located on the link you posted to no avail or response whatsoever from my device. Please let me know if there is anything else I can try. 

[laurenlab]

Hi there @NDmom06  , I cannot find what you are referring to. Unfortunately my device will not even respond to a reset, it is a completely black screen and doesn’t respond to any amount of pressing the side button.

Moderator edit: format. 

[NDmom06]

Most of the time my screen is black, too, except for the annoying screen that tells me to download the Fitbit app, which I have.
The "recent events" referred to could be the national news about Russia attacking us and the federal government through hacking. I could see several servers going down while IT people everywhere try to block the hemorrhaging of data. Someone I know told me about the Garmin hack that happened (this past summer?) and her Garmin was out for a bit while they fixed the hacking. Our modern world.

[BrookeR2014]

Any updates on this? I'm having the same problem. 

[NDmom06]

Sorry. Not a thing. I've given up and I'm going to return it. Not for me
otherwise it should have worked. Good luck to you.

Update 3-25-2021

I'm getting a new phone.

I'll try the Sense again. I have not returned it yet. What can I say - pandemic...

[BrookeR2014]

Thinking I'll do the same. Sucks. BTW....is ND North Dakota?!

[JilleannaT]

Did anyone figure this out? Mine just started doing this too I charged it last night then it was dead at midday and then around 5 it stopped again and now it won't do anything I've tried to reset it I've tried cleaning it, I've tried everything! I just got this maybe a month ago! 

[Baz24127]

Mine has died as well today, it was working fine until I put it on charge, then died on me..

[slopez811]

Was there any update that you received about your issue because today the exact same thing occurred to mine. The charge was a little more than 50% working fine all day and right at 5pm it just shut off. I have try all the possible fixes you mentioned as well and nothing.

[JilleannaT]

I got ahold of customer service and they replaced it. Its looking like this is happening a lot. 

[Baz24127]

I managed to get mine working again, I kept the button covered with my
thumb for about 2 mins and it came back to life..well done getting a
replacement.

[Neece23]

Okay I have the exact issue! It stopped syncing, it went blank at 3:15 pm i had 87% battery and it just stopped, i tried everything over and over and charged it! Nothing! 🤦‍:female_sign: i am

about to return it, this is absolute horrible! I am beyond upset with fitbit this is my first, the sense, and i am regretting my purchase! I should have just bought the apple watch 5 for 125 more!

[NDmom06]

This is going to sound strange coming from me, but give Fitbit a chance.
I have had the Fitbit for many years. The information I get is very helpful
for my health.
The Community and the Fitbit aides (I forget what they're called) do have
good tips and advice.
I waited a few months (a long time, I know. What can I say -pandemic) and I
just a week ago I had to replace my phone.
Voila, I tried the Sense just for the heck of it and the son-of-a-beep
worked immediately.
When the Sense wouldn't work for me I was very very angry. Really.
But I will tell you that I have talked to many people (oddly, medical
professionals) who were wearing the Apple watch and they hated it, hated
it. So weird.
So, please let go of the frustration and take many slow deep breaths.
Just read the messages from the Community and read the responses from the
Fitbit people. You will find the help you need to fix your problem. Peace.

[Neece23]

I spoke to customer service last night and they sent a packing slip, apparently this happens often. 🥺they said if u exhaust those measures and nothing happens, return it for a new one. Im just upset cause when i first got it it went blank, but vibrated then it never would sync right to my phone with the app open, i had a feeling i got a bad device, but was hopeful, now for the waiting game to begin, ill mail it tomorrow and see how it goes!

[mixedright]

@Baz24127 this did the trick. My Fitbit is working again!! Thanks!!