Sense issues (exercise app not opening, constant restart, unresponsive touchscreen)

[rae_synch7]

I have had progressively worsening issues with my sense over the past couple weeks. This is very frustrating as I got the sense not even 1.5 yrs ago to replace my ionic when it was recalled and I had my ionic for several years with absolutely no issues. 

A couple of weeks ago the exercise app on my sense stopped opening, I would tap it to open it and the app would go to the centre of the screen as if it was going to open, but then it went back to the original 4-app screen. I restarted my Fitbit a few days later when it was really annoying me and it worked fine. Then a few days after that my Fitbit suddenly started constantly restarting without me even initiating a restart. It took several tries but I attempted to factory reset it, but I got a bit red X that said data was not deleted or something Iike that. I then restarted the device and went through the set up and updates through the app of my phone. My watch worked fine for a few days after that. But then the touch screen suddenly started being unresponsive to taps and swipes. However it also sometimes responds to non-existent taps/swipes (yes the screen was dry and nothing was touching it). I have tried restarting it several times with no luck and customer support couldn’t help me. I also tried changing the clock face but that did not help. 
I have seen a fairly large number of people on here with these same issues, which leads me to believe that the issue is caused by the Fitbit firmware/software itself - hence the users would not be the cause of the issue.

Does anyone have any other tips on how to fix it? As well, has anyone gotten answers from Fitbit as to what is causing these issues?

thanks!

[Guy_]

Hi @rae_synch7 - the symptoms you describe are more likely signs of a hardware fault unfortunately - if your warranty is 2 years it can be replaced.

You can always do a factory reset and set it up all over again just in case, but that may not work if the internal damage worsens and will not fix a hardware fault..

[bdbayridge]

I’m having the same problem starting today wirh exercise app. We’re u able to resolve the problem?

[CAJBville]

I’m having the same problems for several days now.

[Guy_]

Hi @bdbayridge - your issue may be slightly different, see suggestions exercise app not working 

[rae_synch7]

Hi,

How would I get it replaced? Fitbit only comes with 1 year warranty, do they replace within 2 years if it’s a hardware malfunction?

[Guy_]

@rae_synch7- if your warranty is only 1 year then it can't be replaced. Some countries have 2 year warranties so be sure which applies.