Sense keeps freezing

[garyjarv]

Sense keeps freezing and cant reboot very confused

Moderator edit: format

[DavideFitbit · Accepted solution]

Welcome to the Fitbit Community forums @das435. 

Thank you for sharing that you've been having the same inconvenience with your Sense watch and that you already tried a few troubleshooting steps. 

Since you already tried the restart procedure mentioned earlier, make sure to contact the Customer Support team here for further assistance with this, they will let you know how to proceed. 

I'll be around if you have further questions. 

[das435]

Thank you for the reply. I was able to follow up with someone from support the other day and he said it was a software problem. Is there an ETA to fix the problem?

[DavideFitbit]

@das435 Thank you for sharing this update that you received from the Customer Support team. 

Unfortunately there is no specific period of time; the team of developers is already aware of this and they're working to find a solution as soon as possible, but we haven't received other updates for the moment. 

Have a great day. 

[Dawnodonovan]

My Fitbit sense is freezing and restarting on its own. When I press on the side button it doesn’t bring me back to the Home Screen. This is extremely frustrating, especially when you are planning to charge me for the premium service when my trial period is over. I bought this watch June 6th 2021 and have not had one day where it has worked properly. This needs to be fixed! This should have been solved months ago if it’s a software issue. 

[DavideFitbit]

Hi, welcome to the Community forums, @Dawnodonovan. 

Thank you for sharing that you've been having this inconvenience with your Sense watch as well. 

Could you please provide a few extra details about what you were doing when your Sense was automatically restarted? Were you applying pressure on any part of the watch in specific or it just restarted automatically without you doing anything? If there is pressure applied to the bottom of the watch long enough, the button will think it's being pressed and may reboot. 

If this scenario mentioned earlier does not apply, and the reboot just happens occasionally, keep in mind the team of developers is already aware of this problem and they continue to work to find a solution for this problem as soon as possible with a future firmware update. 

Have a great day.

[Dawnodonovan]

Thank you for responding! I was just wearing the watch when it restarted. I was not applying any pressure on the side to do a restart. Funny thing is, if I do hold down the side button (1-2 minutes) to restart the watch, it does not shut off. I’ve done a number of factory resets and it still does not work. It shuts down and only turns on after I put it on the charger. It shows 0% battery when I know I’ve charged it. At this point I feel like I’ve wasted $275 for a smart watch that has not worked since it has been released last year. Unfortunately I’ve had the watch for a little more than a month a will not be able to get a refund from Amazon. I want to know how this issue will be fix because this is unacceptable. Fitbit has taken money from me knowing that their product is faulty.

Moderator edit: removed personal info

[DavideFitbit]

@Dawnodonovan Thank you for your reply and for sharing your feedback and all these details. 

In this case, since you already tried all the troubleshooting steps found in the forums and you continue to experience the same inconvenience, 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. 

Thank again for sharing your feedback, I'll be around if you have further questions. 

[JasonK99]

Have had mine for a week now and cannot wear it for longer than 15 minutes due to it freezing up.  I have to put it on charge in order to do anything.  I have been thinking if I should start the RMA process.

[DavideFitbit]

Welcome to the Fitbit Community forums, @JasonK99. 

Thank you for sharing that you've been experiencing the same inconvenience with your Sense watch. 

Could you please confirm if you already tried the standard restart procedure as described in this article? This has been useful for other users experiencing this inconvenience. 

Hope this helps, I'll be around. 

[JasonK99]

Unfortunatly yes i have.  I even completed a factory reset.

[DavideFitbit]

@JasonK99 Thank you for sharing this update. 

Since you already tried all the steps mentioned earlier, I recommend that you get in touch with the Customer Support team for further assistance with this. 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 good day. 

[laws.kait]

I've been doing the steps you've told others to do with the same (hopefully) issue. I can restart it, but it stays on the Fitbit logo. It won't do anything else. It won't sync. It won't pair. It won't do anything. I tried the on and off again process with my device, my phone, force quitting the app, etc. Nothing is working and I cannot find my order number because someone else bought it for me. What can I do?? I have had this for eight months. This is the first time it has happened. I have premium and everything for it. I can send pictures or do whatever necessary.

[DavideFitbit]

@laws.kait Thank you for sharing this update and for confirming that you already the troubleshooting steps suggested.  

In this case, since you already tried the restart procedure and you continue to experience the same problem with the display not responding or being frozen, I recommend that you get in touch with the Customer Support team for further assistance with this. They will let you know how to proceed. 

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. 

[gsr-]

I have the same issue with my newest Fitbit Sense.  It is stuck in the boot screen and after resetting it continues to freeze on the boot screen.

[DavideFitbit]

@gsr- Thank you for sharing that you've been having the same problem with your Sense and for confirming that you already tried a few troubleshooting steps. 

I've been informed that you already contacted the Customer Support team for further assistance with this and it seems they've provided you with some instructions. In this case, they will let you know how to proceed. 

See you around. 

[Grace2019]

I've had mine for 2 days and it's frozen. Very disappointed, plus it won't notify me of messages or phone calls. 

[DavideFitbit]

Hi, thank you for sharing that you're experiencing these inconveniences with the Sense watch, @Grace2019. 

If you haven't done so already, 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.  In addition, please try changing the clock face option following the steps listed here. 

Regarding the issue with the notifications, make sure to follow all the steps listed in this article to resolve problems with notifications and check all the compatibility requirements here. Keep in mind that you you won’t see notifications on your Fitbit device if you turned on the Do Not disturb Icon or Sleep Mode. 

I'll be around. 

[Grace2019]

Thanks for your reply. It worked and hasn't frozen up since.

[DavideFitbit]

@Grace2019 That's great news! Thanks for sharing this update. 

See you around in the Community. 

[PPerryman]

Clearly not a small issue
Mine has been doing all the below, and mostly since the latest firmware update.  In the last week they have all been happening CONSTANTLY
Steps not registering
Freezing in any steps/exercise
Notifications not always working.

Very dissapointing