Sense is unresponsive

[LeanneJH]

My Sense has completely stopped working. I am so sad as it was a gift and I am lost without it. Tried a new charger but the screen is completely black.

Moderator Edit: Clarified subject

[Guy_]

Hi @LeanneJH  - it sounds as if it needs charging, changing power source, preferably a PC port is a good idea but also check these instructions How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

There can be other reasons the screen is blank, so try double tap and swipe in any direction, if this works change the clock face.

Also check the Quick Settings (swipe face to the right)

Another test is to sync the watch. If it works the display be faulty, otherwise it may need charging still.

Lastly hold the button for 10 seconds till it vibrates and the logo appears and wait for it to start if it is merely having some difficulty.

[MarreFitbit]

Hi there, @LeanneJH. Welcome to the Fitbit Community Forums. Thanks for trying to troubleshoot the issue with your Sense before reaching out. 

As @Guy_ has suggested, please try the following steps:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?

If the above doesn't work, I recommend performing a factory reset on your Sense:

1. Don’t plug the Fitbit device into the charging cable. 
2. Press and hold the button for about 8 seconds until the screen turns off. 
3. After the screen turns off, you’ll feel a short vibration:
   1. When you feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until you feel a vibration.
      2. After you feel the vibration, release the button. 
         • This vibration indicates you started the factory reset. 
         • After the Fitbit logo appears, the Fitbit device shows the image with the phone icon and setup indicator. Now you can set up you Fitbit device. To do so, see How do I set up my Fitbit device? 

Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

[LeanneJH]

Thank you very much, I have tried to do everything you have mentioned but my screen still remains black. It won't synch or charge either.

[LeanneJH]

Thank you for your advice, tried and still no joy.

[LarisaAR]

Hi Leanne, have you checked your charging cable? The common defect is one of the prongs or broken. It just happened to me.

[LeanneJH]

Hi, I bought a brand new charging cable and it is still a black screen. Thanks for the advice though.

[jazzy_girl21]

I have the very same issue. They sent me another watch and it does the same 😮

[LeanneJH]

Yes, still no luck and bought another charger. Going to contact support.