Sense appears to be dead

[PMail]

With no warning my Sense appears to have died. When I pit it on this morning after having been charging overnight, it was black and unresponsive. Thinking perhaps the charging cable had not been connected or settled properly, zi plugged it back in. Coming back an hour or more later, still nothing.

I read about rebooting by holding the button for 10 seconds, tried that a couple of times, would not reboot. Initially I got a vibration when depressing the button, but now not even that.

I have tried two different chargers (both of which work well with other devices). I have tried cleaning the contacts on the Fitbit and the pins on the charger.

This thing is *barely* out of warrantee. I just looked up my order, it was ordered February 3 of last year.

Is there any recourse?

[Clove6060]

If you’re absolutely sure the cables are good. You have put the watch on the charger when rebooting, then contact Fitbit support and see what they say.

[Guy_ · Accepted solution]

Hi @PMail - the cable or cleaning may be an issue, see instructions in How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[PMail]

Thank you for that link, Guy! I think I have a prime suspect now. One of the pins on the cable clearly does not protrude as much as the other three - in fact, the "left bottom" one particularly called out in the text.

If it can't be freed up, then at least I can buy a new cable, now that I have some evidence that the problem is the cable, not the Sense.

[PMail]

Good God, I am appalled. I just did a further search in this forum for posts concerning charger cables failing, and there are reams and reams of people complaining about that one particular pin failing in the same way. People saying they've had to replace their cables again and again. It appears to be a design flaw. And once your device is out of warrantee your choices are either to keep replacing the cable, or junk the watch and replace it.

If I had been aware that this was a systemic, unsolved problem, I would never have bought this.

[Jotex]

My Sense was just recharged and full. Earlier today it kept rebooting itself for no reason, even when I wasn’t wearing it! Then it seemed fine. Looked at it for the time and now it’s black. Can’t restart…. 😾

[Jotex]

Fitbit Support on Twitter helped me resolve the issue. It was the 3rd party clock face (though in the Fitbit App) that had become incompatible with the updated software. Once a Fitbit clock face was installed , everything went back to normal. Issue Resolved.

[Bkind2u]

Tried this, but my sense is “dead” and won’t come on so it won’t connect through the app and update with a new Fitbit clock face. Any suggestions?

[Guy_]

Hi @Bkind2u - did you try the best answer?

You can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support.

If it is found faulty the cable can be replaced under warranty or even the watch.

[Jotex]

@Bkind2u You can try chatting, as @Guy_ suggested, or on Twitter search for FitbitSupport. They were ways much quicker to answer and helped me find the right solution. Good luck! 🍀