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

[Arpi_88]

Hello 

I am facing same issue. Screen frozen with Fitbit logo. Tried to restart couple of times holding 10 secs doesn’t seem to work. 

bought it in April and have used it for few months now.

how else can I resolve this? 

// Arpitha 

[DavideFitbit]

Welcome to the Fitbit Community forums, @Arpi_88.  

Thank you for sharing all this information about what you've been experiencing with your Fitbit Sense.

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]

 @DavideFitbit, yes,I have already sent it in for replacement, thank you for the reply and I hope the 2nd one lasts a little longer. 

[DavideFitbit]

That's great news, @Bodiejitsu! Thank you for the update. 

Have a great day. 😀

[SunsetRunner]

Hello, I have same kind of problems with freezing screen. I can reboot the Sense but after the boot screen won't respond my touch.

[DavideFitbit]

Hi, welcome to the Community forums, @SunsetRunner. 

Thank you for sharing that you've been experiencing this inconvenience with your Sense watch. 

It seems that you already got in touch with the Customer Support team for further assistance with this and they've provided you with some instructions.

Have a great day. 

[deirdre94]

What if that doesn't work? I have tried several times. 😞

[SunsetRunner]

I got replacement product... there were no ways to get older one to work!

[deirdre94]

Is 6 months considered old for a $300+ Fitbit?

[DavideFitbit]

Hi, welcome to the Fitbit Community forums, @deirdre94. 

Thank you for sharing that you've been experiencing the same inconvenience with your Sense watch and for taking the time to share your feedback about the product. 

If you already tried the restart procedure and you continue to experience the same inconvenience with the screen being frozen, I recommend that you get in touch with the Customer Support team for further assistance. 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. 

@SunsetRunner I'm sorry to see that it wasn't possible to resolve the problem with the old watch, but it's good to know that you've received a replacement. Thanks for the update. 

Have a good day. 

[thameen]

I've the same issue, FROZEN LOGO. My Fitbit Sense stopped notifications. I checked the Notification page, but all enabled. Then restarted the watch, it's more than 12 hours now. The Logo remains lit. Tried to restart multiple times. The screen goes blank, new Logo comes with vibration and stay on for good. This is happening to me for the first time. I tried with charger on. Still the same. Any help please ? Is there a support contact # in India. I'm on Vacation. 

[Gwen1233]

DavideFitbit;

I have the same 'frozen' problem.  My Sense would not 'swipe' in any direction and I contacted 'support' at Fitbit.  The agent, after several attempts to restart the Fitbit, suggested that I perform a 'factory reset'.  Which I did.  Now the Fitbit opens to the icon and freezes! It has been there for over 30 hours now and has not finished 'turning on'.!  I have reset it several times to try to get it past the icon without success.  Any ideas?

Gwen1233

Moderator edit: format

[deirdre94]

I called customer service and they were able to help me reset my Sense and
it’s been working great so far.

[thameen]

Thank You!! For the reply.

I’m out of country and not able to call. It’s Frozen for good.

Tried to chat with them, they offer 35% off with replacement watch. That’s too much for me . Why should I’ve to pay :money_bag: this because of their faulty product.

I’m rethinking should I’ve to rely on FITBIT products or not. I was using Ionic then upgraded to Sense.

In fact I recommend to many people because of its performance 🎭.

Now I’m rethinking.

Syed Thameen Sheik

[SunsetRunner]

This is strange... I got the replacement product for free because of warranty. You should not pay anything.

[DavideFitbit]

Hi everyone, thank you for sharing that you're still experiencing this inconvenience. It seems that some users have been also been able to resolve after contacting the Customer Support team. 

In case that you already tried the standard restart procedure suggested earlier and you continue to have this problem with the display, I recommend that you continue the communication with the Customer Support team for further assistance. Click here to get connected.  

It is particularly difficult when the device is no longer covered by the warranty, but even tough Support is eager to help with any problem you may experience with the product, they need to adhere to the official warranty policy, this would start counting from the original date of purchase.

Thank you for taking the time to share your feedback about the watch; comments from users are always useful to continue to improving the quality of products and services.

See you around. 

[SunsetRunner]

What do I do if after it "restarts" it hangs on the logo again. I've been stuck like this for hours and tried the press and hold numerous times. (and may have lost data on a really intense hike 😞)

[TooManyLoggins]

I have the same problem as the tens of people who jooned in the diuscussion in this forum.

I too swore I would never buy a fitbit again...and shame on me for buying (what i consider a very expensive) a Sense.

The answer to the issue is obvious because most people have tried the solution of the restart unsuccessfully.

1. Place the fitbit in a drawer and let the batteries run down.

2. Load up your computer browser.

3. Go to the Apple store.

4. Buy an Apple watch.

[DavideFitbit]

Welcome to the Community forums, @TooManyLoggins. 

I appreciate all the information and feedback that you've provided about this issue with your Sense. I'm sorry to see that you're still having this problem. 

Before considering other options, please make sure that you've tried the steps listed here below: 

1. Restart your watch following these steps. 
2. Try changing the clock face option. 
3. If you're still having this problem, try setting up your Sense as a new device in your account. 

@SunsetRunner Thank you for sharing this information. I've been informed that you already got in touch with the Customer Support team for further assistance with this and it seems they've provided you with some extra information. In this case, they will let you know how to proceed. 

See you around. 

[thameen]

It simply doesn’t moved any where out of logo.

The watch has been trashed already.

Please make sure your product is compatible with fluctuated power supply. My I watch never had an issue with it.

Fitbit is more expensive than that iWatch SE, but very poor in quality.

$ 399 went through the drain in just over 1 year.

Work out modes, doesn’t have Badminton 🏸, Tabe Tennis 🎾 and out door playing options. Being a health fitness watch, it should outrun all other smart watches, but it’s other way around in Fitbit

You need a lot to improve.

Syed Thameen Sheik