Sense button and screen stopped working

[BeachBuffy]

Yesterday my Fitbit app on my phone was updated. Yesterday my Fitbit button became unresponsive. Originally my cleanse was vibrating every 10 seconds and was unresponsive. I was finally able  to hard reset. I did this a few times because the side button never  responded again and never came back. Got the Fitbit back working but side button remained dead. Today the screen froze and without the button responding, I am unable to hard reset again. Was an update pushed that killed the button and has made the Sense act badly? 

Moderator Edit: Clarified subject

[JohnsyJose]

I’ve had weird issues with the Fitbit sense. I think it’s best to contact customer service for resolution

[MarioSFitbit]

Hi there @BeachBuffy and @JohnsyJose 

@JohnsyJose Thank you for your post, it's always a good idea to be supported by our team at the customer's service for resolution. If you Sense keeps having issues, provide me with more information, so I can help you out. 

@BeachBuffy Thank you for your information about the situation experienced with your Sense, I appreciate also that you tried some troubleshooting. 

Do you still perceive the same things on your device? 

I can suggest you to take a look at those articles concerning battery and navigation in the device. 

[JohnsyJose]

Thank you Mario, this is my Fitbit journey.

at first I had a fitbit sense when it was just launched. A year and a half later, i took it to the pool and it burnt my hand. 

Then it was replaced and i had the Fitbit sense 2. One year and couple of months later the metal trim fell off. Out of warranty, nothing can be done, buy another was the resolution. Though it is working perfectly, i went and bought another. 

And this one hangs, the screen freezes. And touch doesn't work. I have to then open the app sync it and it might work for a little time and then the same issue with hanging starts again. 

I've done a factory reset to check if it works. So far it does. 

This is my 5th Fitbit device and 3rd in the sense series The reason I'm sticking to this is because, I've been advised to watch out for my stress levels.

But I'm really getting worried because this doesn't come cheap.

[BeachBuffy]

@MarioSFitbit Nothing brought my old Sense back from the dead. Interestingly, I also got my Fitbit slightly  wet in the rain and that's when everything went south. Similar to the other stories here. It's dead dead. It is now on its way to the recycling center. I waited until the Pixel 3 was announced to buy another watch. I don't like the new pixel 3 because the battery life is terrible. So I ended up getting another Sense of eBay. It is brand new. The battery life is key. My old Sense lasted 3+ days on a charge.  Hoping the new one lasts me a while. Battery life is great so far and the updates (since it's 1st gen) have been smooth.  I will be extremely careful not to get it wet.

[MarioSFitbit]

Hi there @BeachBuffy and @JohnsyJose, glad to see you around here again. 

I appreciate your messages, and I'm grateful for the troubleshooting you performed and for the additional information you provided.

As a last step, could you please try to clean the button with a cotton swab? If this doesn't work, please continue with support here.  

[BeachBuffy]

@MarioSFitbit I had cleaned my button with a cotton swab but that didn't work either to bring it back. So it was dead dead. It has already been sent to the e-waste recycling center. 

[JohnsyJose]

Hello MarioSFitbit

My Fitbit sense 2 is working fine for now, but it's not been tested out in water. 

[JohnsyJose]

So sad to hear that. It's not peanuts to buy this watch and i like this watch because it triggers my stress levels. 

It really feels frustrating that there are such problems with this watch. 

I don't know if any other smart watch indicating stress.