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 

[anita.wyum]

The 1st one I had this happen to I contacted support ans once they verified it was still under warranty they shipped a new one no questions asked. I had replacement 2 months and did it again.. so frustrating.. I bought new charger and tried on the 2nd one in hopes it was the issue.. ans it was. Knock on wood hasn't occurred again since. It wasn't getting a charge due to faulty charger. Wish I hadn't got rid of the 1st I would of tried it on that one. I would try replacing charger if that doesn't fix contact Fitbit if it is under warranty they will replace.

[SD43]

Thank you for your response. 

Mine was at nearly a full charge when it would not go back on- i had to shut it down as the screen was black on the stats info - i had this issue a few weeks ago and after shutdown and turning it on again it was fine. - so figured same issue, same resolution.  Only this time once it shutdown it would not let me start it again.  Because it is 56 days after purchase (from fitbit) they wont just send out a replacement.  They asked me to send info to them yesterday so i can have the return info sent to me to return it all but i have heard nothing back from them since.

I just think it stinks they charge so much for the devices and within weeks they relentlessly fail and you end up with someone elses damaged one that they have apparently refurbished - only for it to fail within a few weeks also.  On 2 occasions i have paid for brand new ones again thinking that might help. But here i am again! I am very frustrated.

I am unsure if buying (at my own expense ) a new charger will be worth trying at this stage ? Not that i do not appreciate your response and support - but i am so done at parting with more money on fitbit due to them always being faulty. I will give it some thought though, and thank you again.

[Ezzeldin]

Fitbit sent me a replacement as nothing they tried worked, I was still under warranty. The replacement is perfect.

[Carjemac]

Same for me. Waiting for customer service to review my warranty and respond. 

[Carjemac]

Me too! Waiting to hear back from customer service. Wish I’d bought the Apple Watch too!

[Yeto]

Hello. My Fitbit sense is less than 3 weeks old and I have the same issue. I have tried all the suggestions including putting my finger on the power button but nothing. Please help!!!! 

[SD43]

I am still awaiting - however many days now - for the return info etc for
the apparent replacement!!
Not a good customer experience.

I hope you get yours replaced. At only 3 weeks old there should be no
question for a replacement being given - brand new i would expect.

In the interim, whilst awaiting the return info I have continued to
intermittently use mine as after leaving on charge for 3 or 4 days it then
came on again. However, it worked only for a couple of days before the
black screen returned and I have now had to repeat this process a couple of
times. Thankfully when I shut it down a couple of days ago it did come
back on - but it seems to me that this fault is intermittent at
regular intervals!!
I have no idea what I am to do now- since it seems to work for short
periods in between periods of being completely dead and no one actually
sending me the return info.


*Kind Regards*

Moderator edit: personal info removed

[Lollydog]

Hi

This has happened to my FitBit Sense today but I can’t leave it on charge because it gets too hot. I cannot switch it on, it just has a blank screen. I am sure it was at about 70% charge yesterday. What can I do? 

[Neece23]

Call tech support for a replacement it’ll take 4-6 weeks but that’s the only thing to work. I tried all the normal things to do, but none of them worked. It just went dead for no reason after 2 months of owning a new one

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[AprilMaeJune]

This has happened to me with my Sense and my kid's Inspire.  The only thing that's worked for me, is to charge it through a computer that's ON, then holding the power button while its plugged in.  Something about that seems to wake mine up.

[Emneaksmn]

Hi 

I’m having the exact same problem! I was walking by the sea and my sense  suddenly vibrated switched off and never came back on again. Ive tried everything you’ve mentioned above, nothing is working! Have you been able to solve your problem? Thanks in advance..

[Ezzeldin]

I just contacted Fitbit and they did a replacement

[Emneaksmn]

thank you

[Lollydog]

I got a replacement in the end too!


Sent from Yahoo Mail for iPhone

[Emneaksmn]

That’s great! They have shipped a replacement for me as well. I must admit they were very quick with it so at least they are taking responsibility no questions asked and they didn’t even ask for the faulty one I have.

Sent from my iPad

[Nsal]

Hi Lauren,

Curious if your issue was fixed? I have my Sense 1.5 years and now its giving the same issue you described. Customer service said they can't do anything more. 

Thanks

NAichoke

[AprilMaeJune]

I got mine to work by plugging it into a computer with the included short charging cable and leaving it for a few hours. Maybe it wakes it up.somehow by tricking it into thinking it's linking onto the computer?  Not sure, but this trick has worked for a few different Fitbit models. Hope it works for you!

[Deanie72]

My Sense just died today too.  It had over 50% battery last night.  It died today.   I can't re start it... won't turn on.  When I put it on charger does not show a battery %.  Just totally dead.  How do I contact them about a warranty?

[Nsal]

Thanks so much. Will try this.

Hi,

Contact the customer service number. Sadly I was told my watch is out of warranty as its 1.5 years old and they trouble shoot and was not able to get it to work.

[ikobdk]

I’m experiencing the exact thing. Mine stopped working yesterday too out of the blue. I thought it might have been the charge so I connected it to the charger (even though I had done so the previous day). I tried the steps you outlined as well…nothing