Sense display showing partial data, menus non-functional

[BOSS379]

My Sense just started acting up 2 days ago where the watch faces and menus only show parts of the graphics most of the time. Swiping left to the 1st level of the menus show most but not all of the icons properly but the sub menus show minimal information and are completely unusable. It seems like the display hardware is fully capable of displaying the full range of colors and graphics but something is wrong at the software level. 

The device is counting steps, syncs to my iPhone 12 fine and is monitoring normally. Have tried multiple Fitbit provided watch faces, reboot with/without the charger attached. Any thoughts/help would be appreciated. 

Thanks!

- Joe

[BOSS379]

A factory reset using the side button resolved the issue. If I can re-find the steps required to do this I will post them here. It is somewhat convoluted and took several tries.

- Joe

[Guy_]

Hi @BOSS379 - no need, there is a factory reset in the watch Settings, About Sense menu - but wait several minutes after initiating.

[BOSS379 · Accepted solution]

Thanks for the reply. Unfortunately the menus on the Sense were completely unusable and unresponsive.

 

The factory reset using the button was the only way to recover the device unless there is something available in the app. Here is the process:

1) Make sure the device IS NOT connected to the Fitbit device to a charging cable.

2) Press and hold the side button for about 10 seconds until the screen turns off.

3) After the screen turns off, you will feel a short vibration:
4) When you feel the vibration, release the button and immediately press and hold the button again.
5) Wait until the blue logo appears, then disappears:
6) Immediately release the button and then immediately press and hold it again, until you feel a vibration.
7) After you feel the vibration, release the button.

*This vibration indicates the factory reset process has started.
*After the Fitbit logo appears, the Fitbit device will show the image with the phone icon and setup indicator. You can now set up your Fitbit device (again).

If you end up having to do this have some patience…it may take a few tries. 🙂

- Joe