Lots of problems with my Sense

[Ludovica]

I have a lot of problems with my Sense. I have bought it in January this year and it actually never worked properly. These are the problems I have

- it looses connection with my iPhone all the time, both the basic connection and the controls

- charging gives the error message: charging is slow

- I cannot start a training sesson: I go to the training icon, press on it and nothing happens

- often nothing works anymore

I have to reset the Sense several times a week and I have to reconnect the Bluetooth connection multiple times a day. All in all I think it is ridiculous. What can I do?

[Gr4ndp4]

Hi, @Ludovica, It's a pity you are having so many problems. You do not mention the model iPhone you are using, most work well with the Fitbit app but Fitbit Supported Devices explains the issues with some phones, in particular note the iOS in the iPhone needs to be newer than 13.4.

I recommend you check the Fitbit app in your app tray (I'm not familiar with iPhone so can't give a step by step commentary) Open the app/info/settings and ensure all battery-saving functions are disabled for the Fitbit app, while you are there clear the cache. Some phones treat the Fitbit app as non-essential and put it to sleep where we need it to run continuously in the background.

The Charging issue is well documented here in this forum, you need to look into two points. The first is the cleanliness of the back of your "Sense" you should clean it with rubbing alcohol (I've used warm soapy water in the past) I find I need to do this at least once a week (I'm in a swimming pool every day) The second point is the 4 little prongs on the charger cable pad, they should be proud and are spring-loaded, wiggle them gently with your finger they should move slightly. If any of these are not in position you will get the error message, talk to "Customer Support" here if this is the case, use the chat facility or phone for prompt attention. The other alternative open to you would be to buy a replacement on Amazon.

Your inability to start a training session may be related to the syncing point raised earlier but you may find this article How do I track my workouts with my Fitbit device? of interest.

I hope this helps.

Cheers

[Clove6060]

@Ludovica 

I have the 12 and no problems. Regarding the slow charge, just put it on and off once or twice and it goes away. I do as gr4ndp4 said and clean the back of the watch and the 4 connection points with a q-tip and isopropyl alcohol. I’ll occasionally clean the prongs and make sure the 4 prongs are of same length each time I charge. If they are not, you can call support for a new one. Known issue of one dropping down and causing charging issues.

As far as sense controls goes, it should only connect when a call comes in or are needed. Just like a Bluetooth device. 

Regarding connection issues, not sure what’s going on there. I have not had any drops. No problems. 
can you can  be more specific on what happens?

Can you tell us what Fitbit app version you are running and what IOS you are running. I’m running 

iOS software 15.4.1 and Fitbit software version

3.58 (1110).

[Irish57]

I have written for help on Twitter as I’m having to reboot phone, Sense and Bluetooth daily in order for data to show on Fitbit app! They’ve opened a case. We shall see if help is offered.