Multiple issues experienced with the Sense

[David_J]

I thought I’d list the bugs that I have encountered so far in the Sense watch and Fitbit app.

1. Random reboots. Every so often the sense spontaneously reboots. My Versa 2 did this very occasionally, too initially but the sense does it with irritating regularity.
2. The SPO2 clock face worked for four nights, now for the last two nights, it tells me “Couldn’t read SPO2”
3. Opening the Stress Management section of the Fitbit app makes it crash every time.
4. The Fitbit app tells me that there is an update for EDA Scan. All my attempts to update it have failed.

I hope I won't be adding to the list, but I'm not optimistic. I haven’t mentioned design oddities like having to have a specific clock face active to measure SPO2 or measurement inaccuracies. Just bugs, some more annoying than others but all somewhat inexcusable in a supposedly release-ready product.

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @David_J. It's nice to see you here in the forums.

Thanks for taking the time to report the issues experienced with your Sense. I understand your point of view about your watch not working correctly and I'm sorry that you're going through this situation. I'll help you with each of your questions. About the random reboots, does this happen when doing a specific activity? I'd suggest to perform a restart to ensure its performance and keep an eye on its behavior.

About the SpO2 clock face, did you get at least 3 hours of quality sleep? Were you able to sync your watch with the Fitbit app after waking up? Note that it may take around an hour for your SpO2 values to appear after you sync. In the meantime, let me recommend the following steps:

1. Open the Fitbit app and tap your profile picture > Sense.
2. Tap Clock Faces > your watch image > See All Details.
3. Tap Permissions and turn all the options listed for the SpO2 Signature.
4. Restart your watch.
5. Go back to the Permissions screen on the Fitbit app and tap Toggle All to turn them on.
6. Sync your Sense and wear it slightly higher on your wrist at night to get your SpO2 values.

Let me explain that our team is aware of the Fitbit app crashing when opening the Stress Management or Health Metrics tiles. They're currently working on this matter and you can check this thread to receive more updates.

Now, about the EDA Scan app not updating, may I know if the Fitbit app is updated to the latest version? If so, please log out from the Fitbit app, force quit the Fitbit app on your phone, reboot your phone, open the Fitbit app, log back in and try updating this app one more time.

[David_J]

Thank you for the reply. I did respond earlier but my response seems to have mysteriously vanished so here we go again:

>About the random reboots, does this happen when doing a specific activity? I'd suggest to perform a restart to ensure its performance and keep an eye on its behavior.

No specific activity causes the reboot, hence "random". Why would I restart the sense when it has already restarted itself numerous times? It has been stable for the past couple of days.

>About the SpO2 clock face, did you get at least 3 hours of quality sleep? Were you able to sync your watch with the Fitbit app after waking up?

Yes and yes. It did record my Spo2 last night so I have had 4 nights when it worked, 2 nights when it hasn't and 1 more when it has. I wear it reasonably high. The face has all the permissions.

>Let me explain that our team is aware of the Fitbit app crashing when opening the Stress Management or Health Metrics tiles. They're currently working on this matter 

Thanks for the update.

>Now, about the EDA Scan app not updating, may I know if the Fitbit app is updated to the latest version? 

Yes. The EDA update has disappeared, presumably because of this problem.

[Tomtomato]

I have never had some random reboots on my Versa 2, and I have had one since it was released.

[David_J]

I had a few on my Versa 2 in the early days. None more recently. I've had about 5 or 6 on my Sense in 8 days.

[David_J]

Spo2 failed again last night so that's 5 nights working and 3 nights not working, a 62% success rate - pretty abysmal!

[Trankster]

David,  Yours may be defective.  I experienced similar issues including the Sense turned itself off several times in the past days for no reason and I could only restart with the charger.  I tried everything including a factory reset and it continued to have the same behaviors.  Today I exchanged it for a new one.  No issues in the last 2 hours... 

[forthewatch]

I am curious where did you exchange it from? Do they have repair center? or did you exchanged it from online support? Thanks

[Trankster]

I purchased online from Best Buy.  They have a 14 day return policy.  I returned for a full refund and purchased another.  24 hours and it is working flawlessly.  

[LizzyFitbit]

Hi everyone. It's great to see you participating in the Community Forums.

@David_J, thanks for getting back with the requested information and I'll continue helping you with your questions. About your watch rebooting by itself, it's recommended to manually restart your watch as this will ensure its performance. However, since it's been stable in the last days, please keep an eye on it and don't hesitate to reply back if you notice the same behavior.

In regards to the SpO2, I've got in touch with the Support team so they can create a case and provide you with further assistance. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

@Tomtomato, thanks for sharing that you have a Versa 2 and since you mentioned you've had a reboot once since it was released, may I know if you refer to the Sense? If you're referring to another Fitbit device, I'd recommend to post it in its dedicated board so you can receive help from the Community.

@Trankster, thanks for stopping by and sharing your experience with your Sense. I'm glad that you could exchanged it for a new one which is working well. Hope you enjoy the experience and you can always reply back if you have another question.

@forthewatch, about your question, while we don't have a repair center available, we do have the Community Forums and our Support team to help you with any inquiry that you have about our products. Also, if you want to learn more about our exchange and warranty policies, check this link.

[David_J]

@LizzyFitbitThanks, yes I did receive an email saying support would be in touch about the Spo2 problem. As an update: 2 more nights working, 1 not.

Re. the spontaneous reboots, I had 1 this evening - first for a few days. It occurred when selecting "Clocks". I have manually restarted it, but I doubt very much whether there is any difference between a manual reboot and an unsolicited reboot.

[MandyJH]

...and look out for the strap spontaneously breaking - happened to me after less than a week (luckily I was at home and the watch fell onto carpeted floor, had it been on concrete it may not have survived!  I've sent mine back for a refund, expect better quality for the price 😏

[David_J]

@MandyJH  I can hardly wait.

[LizzyFitbit]

Hi @David_J, it's good to see you around. @MandyJH, welcome on board.

@David_J, thanks for sharing that you got an email about your open case. Be sure that our team will review your details and continue helping you so you can receive your SpO2 values correctly. In regards to the reboots, I appreciate your efforts in manually restarting it and if by any chance this continues happening, don't hesitate to reply back.

@MandyJH, thanks for taking the time to share your feedback about your Sense. I see where you're coming from and I'm sorry you've had this experience with your watch and its band. Please know that your comments will be passed along so our team can work on our products to improve them. If there's anything else I can do for you, please let me know.

[David_J]

@LizzyFitbitWell, yes, it rebooted again this afternoon. That's 2 today. None for the previous 2 days. Up and down like a toilet seat.

[forthewatch]

1. I have Fitbit sense since October 1st and there was only one reboot.

2. SpO2 feature worked for me as long as I use the spo2 watch face at night.

3. So far no issues with stress management app.

4. My watch did not came with Eda scan app but then I was trying to download it. At first it was not downloading but later on I was able to download it and it's working perfectly.

This is my first Fitbit watch and I am liking it more than my Apple Watch and Samsung Galaxy Active 2. 

[marksurry]

I feel your pain.  Random reboots/restarts are driving me nuts.  Sometimes it will go hours with no issues, other times it will reboot a couple of times within a few minutes.  Sometimes I miss my Ionic which was flawless.  Have I made a mistake "upgrading" to the Sense?

[MandyJH]

Thanks, that's good to know. Perhaps you could also pass on that I found neither of the supplied straps were a suitable length. The small one had to fasten on the last hole and the large on second or third which, due the way it feeds into through the band, meant there was too much under the band. I have had a Charge HR and Charge 3 and the straps were a much better length. Perhaps there should be a medium for the Sense.

Sent from my Huawei tablet

[LizzyFitbit]

Hi everyone. It's good to see you here in the forums.

@David_J, I'm sorry that your watch continues rebooting by itself. This shouldn't be happening and I've requested a new case so our team can further investigate this situation and help you out. While their reply might be delayed due to the current events affecting our operations, be sure that your case is in good hands.

@forthewatch, thank you for sharing your feedback about your Sense. I'm glad that you're taking advantage of all its features and I hope you continue enjoying the experience with it.

@marksurry, thanks for letting me know that your Sense is also randomly rebooting. I'm sorry that you're going through this situation with your new watch and I'll help you with this matter. While checking your details, I've been informed that you already have a case created with our Support team and they'll continue assisting you. You'll receive an email with more instructions, so keep an eye on your inbox.

@MandyJH, thanks for your thoughts about the bands. I understand where you're coming from and while your comments will not go unnoticed, let me recommend to post this suggestion in the Feature Suggestions board. That way other members can show their support by adding a vote and your idea can get the attention of our developers.

[forthewatch]

I am loving my Sense, all the features are amazing. Just now saw an ECG app on my Sense and performed my first ECG, it worked flawlessly.