Sense is unresponsive

[KAM1717]

I put my Sense on the charger last night to charge. This morning it won’t do anything, just a black screen. I tried to restart it, no luck. I disconnect it and tried to reconnect it to my phone but it can’t be found. I turned off and on my Wi-Fi. Cleaned the contacts on the back. Tried to put it on a different charger. Nothing has worked. I’m out of ideas… can anyone help?

Moderator edit: clarified subject.

[ManuFitbit]

Hi @KAM1717. Welcome to the forums. 

Thank you for taking the time to share this information regarding your Sense. Also, thank you for trying to fix it on your own.

At this point, I'd like to know if you see some light on the back of the device. If not, please confirm that you have followed all the steps listed in this help article: Why isn't my Fitbit device's battery charging?.

Once you are able to see lights on the back of the device, try the following steps in the order listed:

• Unpair your Sense from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up Sense.
• If there is no connection, restart your Sense.
• Set up notifications again. 
• Once your Sense is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again.

With the steps above, what I want you to do is to pair your Sense first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[Jdsenter]

Love how they tell you all the things not to do... If you device is not powering up, the cloud is not going to have anything to do with the device not turning on. If you are under warranty contact Google to get a replacement. Otherwise...

So let's take a better approach, first use a q-tip or some cotton, clean the contacts of your device and the charging pins on the charger. Make sure there is contact with the pins to the back of the device. Sometimes a short can cause the pins to degrade the springs and then they won't contact the back of the device. You can search the forum on this pin issue. 

Lastly if you have a multi meter you can test to see if the charger is putting and energy out to charge the device. If you have cleaned, tested, and validated everything should work but it doesn't, then you might have a bad battery which is no longer usable. There are some watch/phone repair shops which can remove the glass top and replace the battery. This will void any warranty if there was one. YMMV

[Guy_]

Hi @KAM1717 - as @Jdsenter says it's possible you have a bad charge cable, see How to check charge cable - Sense/Versa 3 won't charge, won't start or blank screen

[ZaireMadden]

The article you shared, helped me in solving my problem. Thank you!

[ManuFitbit]

A warm welcome to the forums @ZaireMadden. 

Thank you for sharing the information about your Sense and for letting us know that you get it solved.

I'd like to invite you to visit our Health & Wellness board where you can share your experiences, meet people and create new topics.

Thanks @Guy_ for taking the time to help.