Sense is stuck on fitbit.com/setup

[Murray67]

New Sense device, upgrading from Versa. No matter what I do, the watch is stuck on the initial "download app" screen. 

I have a Google Pixel 4a(5G) running the latest version of Android.

Here's what I've tried:

- Customer Service advice from the same issue with the Versa 3 (unpair device, force-stop the Fitbit app, turn off Bluetooth, turn off phone for 1-2 min, restart phone, turn on Bluetooth, re-pair device)

- Advice from this commenter on someone else's similar issue with the Sense.

- Restarting the Sense several times.

I have made sure the watch is connected to a 2.4 GHz Wi-Fi connection, since that's apparently required.

Nothing works. The Sense pairs with the app just fine, showing the tick marks and the Wi-Fi icons at the appropriate times. It syncs just fine with the app, counting steps etc. It's just that the watch face itself will not budge from the "download app" screen.

In addition to this, I cannot download any watch faces or apps: I can get to the main watch face/app selection screen, but if I click on any face or app, it won't load. So I can't even try to load a new watch face to see if that works.

Moderator Edit: Clarified subject

[Murray67 · Accepted solution]

Solved the problem, finally. 

I paired the Sense with the Fitbit app on my phone, then uninstalled the Fitbit app, rebooted the phone, then reinstalled the Fitbit app. When I opened the app and logged in, it showed me a firmware update notification for the Sense. It had not shown this before, even though the firmware version it came with was quite old (44.7.5.5).

Once the Sense finished the update, it rebooted to the standard watch face, and now the watch face store and app store connect fine.

That was quite frustrating. 

[LizzyFitbit]

Hi @Murray67. It's good to see you around the forums.

Thanks for the details provided, as well as sharing the steps that worked for you. I'm sorry for the difficulties experienced with your Sense and I'm glad it's working well now. You did a good job while troubleshooting your watch and I'm sure other members experiencing similar issues will find your post very helpful. If you need anything else, don't hesitate to let me know.

Have a good day.

[CharlieLagudi]

Hello, I tried all these steps and I still have the download app on the screen.

This is a replacement sense and out of the box it is doing this. The online support is not helpful at all. I would also like to add I had two Charge 3 that the displays started loosing lines and pixels and stop charging.

[Spoiledl8y]

having the same problem right out of the box, so frustrating I might return it if it can't fixed.

[Spoiledl8y]

same problem here

[Guy_]

Hi @Spoiledl8y - there may be an issue currently, it happened to me twice recently but trying again later should work