Sense Frozen on Logo Screen

[Dayday83]

Randomly my Sense became frozen in the Logo screen.  It won’t turn off or do the factory reset.  According to customer service I’m “SOL” and it’s dead.  “Sorry” they said.  Say it ain’t so!!  Anyone have any advice?  Hey FItBIT… send ya girl a new one bc I can’t afford a new one.  Regretting this $400 purchase. 

[Airborne24]

Happened to me yesterday. Happened in middle of the day for no reason.  Got same response of out of warranty.  Why would I buy another one?  I chose this over Apple Watch due to fewer features and longer battery life. But if it only lasts just out of the warranty period… The single button is nice in general.  Would be nice if there was a way to connect it to a computer to fix.

[AmbulanceDriver]

Just had the same issue myself.   Woke up, watch was fine.  Popped it on the charger while I showered and got ready for the day.  Came back to it, it's stuck on the Fitbit logo.   Won't restart, factory reset doesn't work.  I'm sure since mine is out of the warranty period I'm going to get the same "you're out of luck, buy a new one" message from Fitbit.  

[Dayday83]

Same!  I didn’t want all the Apple Watch frills and I’ve been so pleased with previous Fitbit devices. This is such a disappointment.  The watch, the company not standing behind it’s product, the money down the drain, the sorry not sorry from customer service… 

[Dayday83]

Yep.  It was the sorry not sorry from customer support that really got me.  Like seriously?  That’s it?  The troubleshooting was literally try the factory reset and oh well, that didn’t work.  I know if not that person’s fault.  I tried to be as nice as possible as my blood boiled. 

[AmbulanceDriver]

I'm hearing too many horror stories of poor support from Fitbit.  This is obviously some kind of software problem.  If they won't fix it, then it'll be the last straw for me, and I will make sure my friends and family know about it.  I'll definitely be recommending anything *BUT* Fitbit.

[AmbulanceDriver]

As predicted, "Sorry not sorry.  Here's a 35% discount code".  Cancelling my fitbit premium subscription, and I'll happily never wear another Fitbit product again, and share my experience with everyone I can.

[JulioN]

This is happening to me during the last couple of days. I managed to recover twice by keeping the watch in the charger for a few hours and then reset. I have the suspicion is related with the Google assistant because it triggers randomly, and after a while the watch start restarting unexpectedly until froze. I'll try to disable it to see how it goes but it doesn't seem trivial because then I have constant reminders of "please activate the assistant" which are really annoying. Anyways, I'll try to salvage what is left because it is not a cheap,  but this certainly my last Fitbit device. In any case, you can try the charger thing on case it works for you.

[Debbgood]

Same tho g happened to my Sense! So annoyed. Out of warranty and they offered me 35% discount to purchase new. I just want to try the factory reset

[fsh4fn]

This issue just happened to me this morning. Was working fine yesterday. Put it on the charger overnight and now it won't boot at all. Same issue - Fitbit logo comes up and then disappears. It does this over and over. I'm trying a few of the tricks I've read about online with no success as of yet. Going to wait for the Fitbit battery to totally go out and then try the recharge for an hour idea.

If that doesn't work, I'll see what support says as I received this as a Christmas present just 8 months ago. 😞

[danotx]

I had exactly the same thing happen to me about a month ago,  it was working, took it off to charge, came back and it's in the Logo Loop. 

IMHO, this feels like a firmware issue and we just need a way to hard reset the device.  I would be curious, if we could get to it, what the firmware version is for those of us having this issue.

[Debbgood]

Agree 100%

[AmbulanceDriver]

Dan, in the Fitbit app, if you click on your profile (upper left corner), then on your device it shows the firmware version last installed. Mine was 44.128.6.17

[itallman]

This happen to my wife's Fitbit Sense as well, and at this point we are considering going with an Apple Watch. I wanted the Fitbit to track our cycling and exercises but if the response from support is an indication of their product and service I think we are going to pass!

[cbkey31]

I’m having the same issue. I’m not buying another one. I think it’s a sham to get us to buy new ones. Too many people having this issue at the same time!!

[Debbgood]

It seems you’re lucky to get 2 years out of your Fitbit. I’m on my second one, year 2. My inspire got 2 years, and was hoping the more expensive Sense would be more productive. Not impressed. Will not be buying a #3 sadly

[Robyn10]

How can this have happened to so many people at the same time? Mine is exactly a year old this week. Customer Service just says you’re SOL?  

[Dave-]

Four months out of warranty my sense just bit the dust! 
Cannot be reset was fully charged yesterday logo flashes off and on every two or three seconds.

four months out of warranty and was offered 35% discount.  Goodbye Fitbit, you are not to be trusted.

[AnnaMaeJ]

Yes, my sense was totally fine until I plugged it in last night and this morning the logo is on and I can't fix the issue.

[Debbgood]

Mine is frozen on the main screen, but does track my steps. BUT I HAVE NO CLUE HOW TO DO A FACTORY RESET