Sense blank screen and won't sync

[CatherineJC]

I’ve tried rebooting and and left it to charge (in 2 different sockets just in case) for over 24 hours, but nothing. It’s also stopped syncing with my phone. Help!

Moderator Edit: Clarified subject

[Guy_]

Hi @CatherineJC - it seems it has not charged or switched off. If holding the button 2 seconds doesn't wake it see How to check charge cable - Sense 2/Versa 4 won't charge, won't start or blank screen

[MarreFitbit]

Hi there, @CatherineJC. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Sense before reaching out. @Guy_ Thank you so much for your help.

As a first approach, please make sure you've restarted your Sense as described here. 

If the restart doesn't work and your Sense doesn't vibrate during the restart process, please follow the steps below: 

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. 
  

I've moved your post to the Sense board for organization purposes. 

[CatherineJC]

Hi Marre

Thanks very much for getting back to me.  I've now tries restarting again, but nothing happens and  the screen remains blank. I've also cleaned the connectors, checked alignment, and used different charging points, but no luck.  My watch is stubbornly refusing to start, and the screen is still black.

Many thanks

Catherine

[CatherineJC]

Hello Marre

I’m still waiting for a response, as my Fitbit is still not working.

I’ve tried everything suggested. Can you help?

Many thanks

Catherine

[BVCSR]

I have new unit I received this week.  Worked for one day and I did charge it to 100%.  Last night the screen went black and will not turn on.

[lykes]

Having the same issue

[sassi2345]

Mine is having this issue too 

[TennisWRC]

I am having the same problem, blank screen and no response, no lights, no reset.  It was at 38% when is quit.  I troubleshoot it on chat.  He was going to elevate it and I was to wait for an email.   No email yet.

[Guy_]

Hi @TennisWRC - did you try the solutions posted in this topic and it is still not working? if your watch is under warranty it can be replaced.

Sometimes support takes a while to respond and they may come back with a 35% discount if it is no longer under warranty. 

In which case you may find another Sense cheaper in the shops and even so it is better to stick with the same model as later models have less features and not everything you have now is available.

[CatherineJC]

Hello again 

My Sense is still in warranty, but I have not yet had a response to my latest message. In brief, I have tried all the troubleshooting suggestions in this thread, but my Sense will still not charge.  

Please advise next steps. Should I send it back?

Many thanks 

Catherine

[Guy_]

@CatherineJC - if you followed the steps in this topic and nothing works, you can always chat via the Fitbit App, click profile photo, Help & support, Contact Customer support.

If the watch is actually faulty it can be replaced where you bought it under warranty.

[ibnyan]

same here

[AnaZina]

Ik ook opeens!