Sense Shuts down in Middle of Exercise

[CassieVee]

Hello - about 2 weeks ago my Sense started shutting off in the middle of using the exercise app. I will be running, using the exercise app to track my performance, and all the sudden I feel a vibration, look down, and my exercise app is gone - instead, it is the FitBit logo on my sense screen. It is nothing but the logo for about a full minute, and when it finally comes back, it has closed out the exercise app and has not tracked anything from the minute it was rebooting. If I try to go back into the exercise app at this point, it only shuts off again and again. 

Can anyone help me? Could this be caused by something I am doing wrong? It is very disappointing and irritating when I am trying hard to track everything. 

[DavideFitbit]

Hi, welcome to the Community forums, @CassieVee.  

Thank you for sharing this information about the inconvenience you've been experiencing with your Sense watch. 

Before considering other options, please make sure that you've tried the restart procedure as described in this article, this has been useful to other users experiencing something similar. 

However, if you continue to experience the same inconvenience after the manual restart procedure, the best way to get more immediate help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a great day. 

[Beetree]

I also am experiencing this very same thing. I noticed it right after I bought it and had a round with customer service on chat that said I needed to download a fix they sent to my phone and make sure to install it when it said to install. To do this I had to keep syncing my sense as it downloads in small pieces (I find this annoying). I did this for 3 days and never got a notification to install and the watch was still crashing on exercise mode. So I called in. They had me factory reset the watch. This seemed to work when I tested it out later. But a week went by and it was right back to doing the same issue. It seems to mostly do it on a GPS connected activity (hike, walk, run etc). Though I haven't checked it much on a non gps exercise as I only use that with the treadmill and hadn't experienced the issue. 

Anyway, so I called in to customer service again. They actually ended up sending a new watch as mine was still brand new. New watch and same problem. Called customer service again and they said they were escalating this issue up and I should hear back. It's been over a week and I haven't heard back yet so I came here to see if others were having the same issue. 

My husband also has the sense but an Android phone (I have apple) and so far we haven't been able to recreate the issue with this so I"m wondering if it's only with apple phones? All I know is this was never an issue with the versa I had and it's really annoying. I'm hoping to hear of a fix soon. 

[DavideFitbit]

@Beetree Thank you for your all your feedback and your reply confirming that you already contacted the Customer Support team for further assistance with this. 

In this case, since you already tried all the basic troubleshooting steps that can be found in the forums, it would be necessary to continue the assistance process with the Support team so they can let you  know how to proceed. If you still haven't received a response from them, I recommend that you chat with us online or give us a call for a more speedy response. Click here to get connected. 

Have a great day. 

[JResnick4]

The same thing happened to me yesterday during my run. I was super annoyed. If it happens again, I will contact support. 

[Beetree]

I still haven’t gotten a response on it yet. Glad to see it’s not just me

[Clove6060]

Apple phone here. Same deal. Shuts down in the middle of a walk

[DavideFitbit]

@JResnick4 @Beetree @Clove6060 Thank you for sharing that you're still experiencing this inconvenience. 

If you already tried the restart procedure and you continue to have the same problem, I recommend that you get in touch with the Customer Support here, so they can let you know how to proceed. 

Have a great day.