Sense keeps freezing

[garyjarv]

Sense keeps freezing and cant reboot very confused

Moderator edit: format

[DavideFitbit]

Hi, welcome to the Fitbit Community forums @garyjarv, I'll be glad to help you with this.  

Thank you for sharing that you've been having trouble with the Fitbit Sense that keeps freezing. 

I've gone ahead and sent your information to the Customer Support team for further assistance with this, so you should be getting a reply soon.

Please keep me posted.

[Harley1969]

Yes had mine 2. Days, and it froze today 

during a workout, 

[DavideFitbit]

Hello @Harley1969, welcome to the Fitbit Community forums, sorry for the late response.  

Thank you for confirming that you're still having the same problem with the screen of the Fitbit Sense that keeps freezing. 

I've gone ahead and sent your information to the Customer Support team for further assistance, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know if you have further questions. 

[Lisa21135]

I ve had my Sense for less than a month, and it keeps freezing up on me. It has been frozen since 2 pm. This is my third fitbit and I had problems with them all, I had given up on fitbit but I decided to give tbe Sense a chance and now I'm regretting my decision. 

[DavideFitbit]

Welcome to the Fitbit Community forums @Lisa21135, I'll be glad to help you with this. 

Thank you for your feedback and for sharing that you're experiencing the same problem with the screen of the Sense that keeps freezing. 

Before considering other options, could you please confirm if you already tried the restart procedure? Press and hold the button for 10 seconds until you see the Fitbit logo on the screen, and then release the button. Let me know if you continue to experience the same behavior. 

Keep me posted. 

[Lisa21135]

I got it to start, and it froze again today during my workout? This happens alot and is very frustrating.

Lisa

[DavideFitbit]

Hello @Lisa21135, thank you for your reply and confirming that you already tried the troubleshooting steps suggested earlier.  

I've proceeded to send your information to the Customer Support team for further assistance as wekk, so you should be getting a reply soon. Keep an eye on your inbox. 

Let me know if you have further questions. 

[MarieB85]

This just happened to me today and only had it 2 days and kept rebootin and it just kept doing the same thing... grr

[Rinopopo]

@DavideFitbit It's also happening to me. sometimes the screen is unresponsive. My sense also has the random reboot issue and the "connection lost/can't sync" issue. I know your team is currently trying to find a solution but please... Please tell us if it's a software or a hardware issue. With the software we can wait but if it's faulty hardware we have to return it or ask for the guarantee and the sooner the better.

Thank you.

Moderator edit: format

[MarieB85]

Thats exactly what mines is like unresponsive do the reboot and it does it all over again 

[DavideFitbit]

Hello @MarieB85 @Rinopopo, thank you for sharing that you've been experiencing the same problem with the display of the Fitbit Sense and confirming that you already tried the restart procedure. 

I've sent your information to the Customer Support team for further assistance as well, so you should be getting a reply soon. Keep an eye on your inbox. 

@Rinopopo, these type of problems are usually resolved with future firmware updates and I'm aware that the vast majority of Sense users hasn't experienced this particular behavior, so I'm confident they will be able to sort it out. In the meantime, the Customer Support is always eager to assist users who may be experiencing this inconvenience. 

Let me know if you have further questions. 

[Beck94]

Exact same issues.  Very frustrating when I cannot get it to turn on.  I mean, what time is it?.... who knows? My $500 watch can’t tell me.
 Eventually reboots on its own  but..... ugh!! Paid way to much for something that seems crappy. 😩

[MarieB85]

I turned off long press option as have found it too sensitive even without touchin it was somehow constantly doin so and so far so good have nothing set on long press button at all try and see if it works for urs 

[DavideFitbit]

Welcome to the Community forums @Beck94. 

I'm sorry to see that you're experiencing the same problem with the display. 

I've sent your information to the Customer Support team for further assistance with this as well, so you should be getting a reply soon. 

Let me know if you have further questions. 

[SEishen]

Please forward my info as well. Set my watch up yesterday and now it won't pair with my phone *and* it's now frozen.

[DavideFitbit]

Hello @SEishen, welcome to the Community forums, sorry for the late response. 

Thank you for sharing that you're experiencing these inconveniences with the Sense not syncing and with the screen freezing. 

Could you please confirm if you're still experiencing these problems? In the meantime, please make sure that you've tried to manually restart your watch: Press and hold the button for 10 seconds until you see the Fitbit logo on the screen, and then release the button. 

If the screen is no longer freezing, but you're still having trouble to sync your data, please follow the recommendations in this article. 

Please keep me posted. 

[ej010]

Hi

I am having the same trouble with a Fitbit Sense I bought in December, and I have tried restarting it to no avail.

Could you please escalate my issue too?

Thanks

[DavideFitbit]

@ej010 thank you for confirming that you've been experiencing the same inconvenience with your Sense watch. 

I've sent your information to the Customer Support team for further assistance with this, but was informed that you already have a case created or that you already got in touch with them.

In case you need further assistance, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected. 

Have a great day. 

[das435]

Hello. I have been noticing the same problem with my sense. I have had it about two months now and 2-3 times a week, I will be checking someone on the watch and when I hit the side button, the screen will not wake up. If I hit the button again, I can feel the haptics but the screen is blank. I have been able to reset the watch but this is happening all too often. If It only happened once in a while I could understand but there appears to be a flaw.