Sense frozen screen

[Pyr54]

Hello all,

 I'm brand new to the Fitbit and community.

I've had my watch for about 4 hours and it's frozen. It stopped functioning at 10 48 and it's now 11 12pm.

 I was so looking forward to the new sense. I am hoping this is an easy fix if anyone has suggestions.

Thank you😊

Moderator edit: updated subject for clarity. 

Moderator edit: format

[PaulW44 · Accepted solution]

I swore that after the ionic I would never buy another one. 

Day 1! Sense screen freezes! 

No one to blame but myself really

[Chronoswiss]

Hold the button for about 10 seconds till you see the logo, normally the Sense will restart.

[dsszejko]

I have same problem with my watch too. I had it from 2 weeks and it stopped wotking twice already, it measures steps inaccurate... versa 2 was much faster and much better,shame...

[DavideFitbit]

Hi, welcome to the Fitbit Community forums @Pyr54 @PaulW44 @dsszejko, I'll be glad to help you with this. 

I'm sorry to see that you've been having trouble with the screen of the new Fitbit Sense that seems to be frozen. 

Before considering other options, could you please confirm if you've tried the restart procedure that @Chronoswiss mentioned earlier and if you continue to experience the same difficulty? 

To restart your watch: press and hold the button for 10 seconds until you see the Fitbit logo on the screen, and then release the button. 

Please keep me posted.  

[Pyr54]

Hello!

 While I was waiting for help last night, I did figure out how to unfreeze. All I had to do was press side button for 10 seconds and let it restart.

Lol- guess I just panicked knowing how much these things cost and didn't want to be disappointed.

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Thank you 😊

I got it going now!

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Hello!

 My husband has the versa 2. I got it for him for Christmas last year. He liked it so much and is quite the motivation for him, I decided to get a fit bit too.

I just need to get used to how it works

[DavideFitbit]

Excellent, that's great news @Pyr54! Sorry for the late response. 

Thank you for sharing this update, it does require some time to get used to a new device; let us know if you have any questions. 

[LindaLove]

Thank you, that worked. I have only had my Sense Fitbit for 3 days. Does the freezing mean it is defective?

[DavideFitbit]

It's great to know the watch is working again @LindaLove! Thank you for sharing this update. 

No, it doesn't mean it's defective, but make sure to let me or any of the moderators know if you experience this behavior again. 

Have a nice day!  

[TGeneva86]

Same here it will not move. 

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Hi there. 
I resolved the issue of the frozen screen. I have questions about the operating system. So that I understood this watch does not send messages or calls. I’m not able to function music without the phone and the navigation does not give directions??? I’m only asking because of the cost of this product and for 60 more bucks… well I won’t say but I honestly need to know how and there are a lot of apps that do not support the Sense but yet this is the newest. Can you please assist. 

Moderator edit: format

[Raclinds]

I’ve tried holding the button down but it shuts off (no Fitbit logo). When it comes back on, it’s still stuck. I did it again this morning. It worked! 

[DavideFitbit]

Thank you for your reply @Raclinds, and welcome to the Community forums @Raclinds. 

@Raclinds, it's good to know the procedure worked and that you were able to resolve the problem with the display. Thank you for the update. 

@TGeneva86, thank you for confirming that you were able to resolve the problem with the frozen display as well. Regarding your other questions: 

1. The watch receives call, text and third party app notifications, and in the case of Android phones, you can use the feature Quick Replies to send customized responses to text messages and messages from certain apps. Devices paired to an iPhone or Windows 10 phone can respond to Fitbit app notifications, such as messages, cheers, taunts, and friend requests. You can find more information in this article. 

2. No, although Fitbit Sense does have an internal memory, unfortunately it does not store music and will only allow you to use music control with apps like Deezer and Spotify. 

3. The GPS feature allows to track GPS routes during different workouts and receive the course map to see it in the Fitbit app, but it does not give directions, like you would get with your phone for example. 

Thank you for all the feedback provided, let me know if you have further questions. 

[Elidav]

Great 👍

[DavideFitbit]

Great @Elidav! Let me know if you have other questions. 😀 

[Epuckettrodgers]

Hi, I’m having this same issue. I pressed and held the button for 10 seconds. I see the Home Screen but nothing else. Haptics work. Have synced the device. Please advise, thanks!

[DavideFitbit]

Hi, welcome back to the Community forums @Epuckettrodgers. 

Thank you for sharing that you've been having the same inconvenience with your Sense watch and that you already tried some troubleshooting steps. 

Since you already tried the restart procedure and you continue to experience the same inconvenience, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a great day! 

[Bodiejitsu]

Same issue, tried the restart several times this morning and still no luck. 

[DavideFitbit]

Welcome back to the Community forums, @Bodiejitsu.  

Thank you for all the details that you've provided about what you've been experiencing with your Sense watch. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them. They will let you know how to proceed. 

Have a great day. 

[Bodiejitsu]

Restart and hard reboot unsuccessful, what sucks worse is I am on vacation and racking up the miles. Won’t be able to ship it back until I get back home 

[DavideFitbit]

@Bodiejitsu Thank you for your reply and confirming you've been asked to ship your watch back to Fitbit. 

I'm sorry to see that it will take some time for your to ship it back, but it's good to know that they've agreed to replace it. Thank you again for taking the time to share your feedback. 

I'll be around if you have further questions.