help menu

Join us on the Community Forums!

  • Community Guidelines

    The Fitbit Community is a gathering place for real people who wish to exchange ideas, solutions, tips, techniques, and insight about the Fitbit products and services they love. By joining our Community, you agree to uphold these guidelines, so please take a moment to look them over.

  • Learn the Basics

    Check out our Frequently Asked Questions page for information on Community features, and tips to make the most of your time here.

  • Join the Community!

    Join an existing conversation, or start a new thread to ask your question. Creating your account is completely free, and takes about a minute.

Not finding your answer on the Community Forums?

Cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Sense cycling on and off, not turning on.

Replies are disabled for this topic. Start a new one or visit our Help Center.

‎09-09-2023 14:13

‎09-09-2023 14:13

I went for a run this morning, been walking around all day, have just over 8,000 steps, and suddenly, I felt my Sense turning on and off on my wrist. I called support, who asked me to disconnect the device from Bluetooth and then reconnect it in hopes of reinstalling (or maybe rebooting?) the hardware. The Sense would not reconnect to Bluetooth. The representative (nice guy) said he'd need to send the issue to another department to see if I could get a replacement. Got an email from the warranty depo. stating that the issue is not covered, no replacement would be provided, and a link to the Fitbit store. Hua? Reading the posts on this page, I see this is a common occurrence for the Sense. The device is only ~1.5 years old and I'm unclear how this issue is not something that the company (Google) would cover. I'd love to hear from a team member. Thank you.

Best Answer
0 Votes
4 REPLIES 4

‎09-09-2023 17:21

‎09-09-2023 17:21

Ok, not to be all "conspiracy-theory-like," but is there a connection to NOT changing to a Google account, staying with FitBit, AND the device turning into a brick? Who else's Sense malfunctioned AND did not switch to Google? Could be a tech issue with Fitbit.

Best Answer

‎09-10-2023 09:56

‎09-10-2023 09:56

Trying to keep this post top-of-mind for those FitBit and Google team members. Please respond.

Best Answer
0 Votes

‎09-13-2023 06:07

‎09-13-2023 06:07

So, support hasn't responded to me, but I saw a response from another post from EstuardoFitbit stating "Please note that since the device might not be able to be re-paired again, we do not advise unpairing the device or deleting the app."  Sounds like this is a known issue, and the direction given to me has exacerbated the issue. This is clearly a FitBut/Sense/Google issue. I hope they support their own product and provide us with a refund or exchange.

 

 

 

Best Answer

‎09-14-2023 12:30

In response to vrms

‎09-14-2023 12:30

I was able to get it to stop by doing a factory reset, but when trying to setup as a new device the update would not fully load and it was stuck on the logo again.  When I did the next factory reset, It made a sound (like a few notes) and then I got a red x.  It said the data had failed to load and sync.  Then I got an error message on my phone saying that the fitbit had unpaired.  Trying to set up and update for the 4th time (this time on bluetooth instead of wifi)

Best Answer
0 Votes