Sense is unresponsive

[Mmpl]

Hello !

My Sense starts up but I can't connect it to my phone. The "Settings" option has disappeared from the watch. Reset it by pressing and holding the button for 30 minutes, and the watch itself will be charged to 100%.
In the application, after changing the phone, the watch did not connect via Bluetooth. You cannot add it again (the watch does not respond to the connection attempt). During charging, the main screen displays ~7003b50c above the percentage. However, after scrolling the screen once, it displays ~54dfc3b0 and below ~539a6219.

Is there any trick to restart the watch to factory settings without going into the watch menu?
Maybe there is another way to solve this?

Thanks for any hint/help.

Best regards!

Moderator Edit: Clarified subject

[FatimaFitbit]

Hi there @Mmpl! A warm welcome to the Fitbit Community!

Thank you so much for informing us about this odd situation and for all your efforts.

(Please be aware that a factory reset will delete all the data from your watch.)

The factory reset works this way:

• Do not plug the Sense into the charging cable.
• Press and hold the button for about 8 seconds until the display turns off.
• After the display turns off, you will feel a short vibration.
• After that, please release the button and immediately press and hold the button again.
• Wait until the Fitbit logo appears that will disappear:
• Immediately release the button and then immediately press and hold it again until you feel a vibration.
• Release the button after you feel the vibration.
• This vibration indicates that you have started the factory reset.

After the reset please follow all the instructions described in this help article: Why can't I set up my Fitbit device?