Sense hang after factory reset, now its constantly showing the Fitbit logo icon

[Klimhl]

Had many fitbit products in the past, thought Sense is the most cool product. Now deeply upset cos after less than a year, it doesn't charge, then after online support tried to troubleshoot, it is now permanently showing the logo.

Started w it failing to charge, so I did a shutdown and restart, thinking it might solve the charging prob, it didn't.  Contacted online support, these steps done:

1) add a new sense device, error cos failed to detect sense

2) uninstall fitbit app and download fresh copy n installed, by now, my original sense device had disappeared from my devices list. Tried to add Sense, failed to detect

3) agent said last resort, do a factory reset by pressing hold release after vibrate and repeat 2 more times, then add sense on app, still failed to detect and Sense is showing the fitibit logo

4) factory reset again but after the press hold release x 3, nothing works, Sense permanently showing fitbit logo and now it doesn't respond to the reset anymore

5) agent said to wait for support to email me on warranty options - a replacement of refurbished sense ? So far no email

I m upset and frustrated that now I have a junk that simply hang on the fitbit icon. And no resolution !

Fortunately can rely on my super reliable Alta HR.  which was less than half the price of Sense and so much more reliable.

I signed up for Premium and now it's useless cos I don't have a device that can capture all the critical information in the Health Wellness report.

[Guy_]

Hi @Klimhl - Just in case the battery is flat, follow all the steps in this  How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen to get it fully charged.

Once it's charged, you may want to restart it again - How do I set up my Fitbit device?  then in the Fitbit App you may want to run "+ Set up a Device" again.

[Klimhl]

Tks Guy.

I placed sense on another charging cable, its able charge whilst still showing the fitbit logo.

With the charging cable still connected, I tried to add a device again but still fitbit app unable to detect Sense.

I checked my mobile Bluetooth, its on and working and can detect my Alta HR nearby.

Contacted Support again today after 2 days of waiting. Told me to wait for email again.

[Guy_]

@Klimhl-  Did you try a restart again - How do I set up my Fitbit device? 

[Klimhl]

Restarted by long press many sec, screen went blank then fitbit logo came on and stayed on, kept connection to catching cable and did the add device on fitbit app, still not detecting 

[Guy_]

@Klimhl  -  contact Fitbit support again - it may be the factory resest didn't work and they will guide you again, it can be tricky to get it exactly right.