Sense device has gone dead. No response to buttons or screen. Charger seems to hold, and app says ba

[jndgarcia]

Sense device has gone dead: Black screen, no button/screen response. Still attaches to charger, and app says battery is “medium.” Please advise!

[Teresaw724]

This exact same thing happened to me yesterday! Battery is at medium. I looked at one point to check time.  Looked a bit later. Screen was black/ unresponsive. I charged with two different chargers and can't get any kind of activity. 

[J_Sense]

Same exact thing happened to me. Attempting to contact live chat. Live chat sends you to a page that says, "Sorry, that page is following a different trail."

Fitbit, please help.

[Teresaw724]

So strange. I've had a fitbit since the first one came out. I'm actually looking this time at switching to Samsung  or garmin. This is getting ridiculous.  

[Craig2233]

Happened to me the day before yesterday too. Touch screen doesn't work much (if at all). Have done reset etc but still nothing.

[Guy_]

Hi all - these issues may have different causes and may be related to higher battery usage with the new Fitbit App and (not) syncing and also not charging.

First check the time of last sync in the Fitbit App, if the watch is fully discharged since it will be showing an old value, charge the watch and sync.

It can also be the watch is not charging properly (or is faulty) so check first How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

If neither of those are applicable you can always chat via the Fitbit App, Help & support, Contact Customer support, or Support at the bottom of this email, for more specific assistance.

You can see the issues with the new app in "The redesigned Fitbit app is rolling out!" topic in the appropriate iOS or Android app forums.

[Druidstone]

Hi - I have had the same issue and tried all remedies suggested by you. How do I get someone to actually help me - its clearly an issue given all the very recent comments from different customers. Many thanks

[bourqujp]

I had the same issue. Sense completely stopped charging and will no longer turn on. Ran through all of the troubleshooting steps with a representative (cleaned it, tried different charging cables, different outlets, etc.). Sent up my issue and their response was that my sense was no longer in warranty since I bought it a year and 4 months ago (warranty is 1 year). So their answer to the problem is to offer me 35% off a new device but why would I buy another device from them just for it to stop working after a year and 1 month so they can offer me another 35% off? Called back to speak with a manager / supervisor but "none were available" and they would "call me". Never received a call back. I have been buying and using Fitbit products for more than 8 years but I see no reason to continue to do so if the best response they can give me to one of their products completely stop working through no fault of my own (not broken / damaged / etc. at all) is to offer me 35% off of a new one and expect me to buy a new watch from them every year. 

[J_Sense]

I literally had the same conversation yesterday.

I was sent the warranty policy and 35% off. If I threw the watch down the stairs then sure my fault, I'll buy another product. Not the case. I used the product as intended and stops working on its own. I've been through all the recommended steps. Why am being punished again with 35%. I've had Fitbit products for 6 years. I would hate to do more research and go in a different direction. Fitbit please stand behind your product and give a reasonable solution. Clearly this is an increasing problem as more complaints come in.