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Sense doesn't update and shows red cross

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‎03-04-2025 04:13 - last edited on ‎04-25-2025 13:52 by Fitbit Moderator

‎03-04-2025 04:13 - last edited on ‎04-25-2025 13:52 by Fitbit Moderator

Hello,

I got a banner on the Fitbit App stating I needed to "Update Tracker Software" for my fitbit Sense, so I clicked on it and the App went into the setup procedure, but as soon as the screen turned into "Updating Your Fitbit Sense" the phone displayed a Red X and the update failed. 

Then it gave me the option to retry over Bluetooth, but the install did not progress beyond 0% and eventually the Bluetooth connection was dropped, and the watch is now stuck on the setup screen.

I've tried cycling power on both the phone and the device, unpairing from bluetooth, uninstalling/reinstalling the app and lastly a factory reset with no luck.  Every time I get the same results as above:  red X if on WiFi or stuck at 0% and eventually dropping the connection if on Bluetooth.

Any suggestions as to what to do next?


Moderator Edit: Clarified subject

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‎03-04-2025 07:42 - last edited on ‎04-25-2025 14:02 by Fitbit Moderator

‎03-04-2025 07:42 - last edited on ‎04-25-2025 14:02 by Fitbit Moderator

Hi @senseproblem, Welcome to the Fitbit Community! It's great to have you here!

I appreciate all the effort and time invested towards the resolution of this issue.

Upon consulting with our support team I've confirmed that you have already got in contact with them. My best advise is to keep communication with them as the count with better resources to investigate further. I appreciate your time in this process.

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