Sense keeps rebooting and won't sync consistently

[ShellyM279]

Surprise surprise more problems not only does it continue to reboot multiple times a day. And i have to manually sync it......and yes i have done everything, but sont wprry customer support emailed me and let me know that is is syncing correctly in fact the last time was Dec of 2019....well that would be a red flag considering i bought in sept of 2020. I charged it yesterday, this morning 4% battery. I have done nothing crazy, it is not on all the time. So far I can say super impressed..with nothing

Moderator Edit: Clarified subject

[N8teGee]

Hi @ShellyM279. Sorry to hear that you are having issues with your Sense.

The only thing I can recommend at this point is a factory reset (if you've not already tried it). It sounds as though you've tried restarting the device manually by pressing and holding the button for 10 seconds (until you see the fitbit logo).

I've flagged this thread for the attention of a Moderator, hopefully they can look into your support case and see what's happening. 

[ShellyM279]

I have done everything including removing it and reinstalling it...and it
continues to not work despite everything that I have done. I will attempt
again for a factory reset, but I am highly doubtful this work. I am very
frustrated and irritated by the amount of money and time I have wasted on
this.

[ShellyM279]

Wow not only did the factory reset not work again. Now not only will it not connect by Bluetooth ot Wi-Fi. It won't update. Super impressed. Yes they are close they are lying next to each other, I can't even get the app to open because supposedly it is updating...this is also not the case as the watch is not responding at all. Not only do I not recommend this product I am not impressed either by customer.service

[LizzyFitbit]

Hi @ShellyM279, welcome back to the forums. @N8teGee, I'm glad to see you here and thanks for the heads up.

@ShellyM279, thanks for sharing what issues you're having with your Sense and for every step tried on your own. I understand how you're feeling about this situation and I apologize for the experience that you've had with your new watch and the Support team. This is definitely the experience that we want you to have and I'll pass your feedback along so this doesn't go unnoticed.

I've also requested a new case on your behalf so our team can take a deeper look into your details and your watch's behavior in order to provide you with further assistance. Their reply might be delayed due to the recent events affecting our operations, however you'll receive an email shortly from them.

Please keep me posted.

[ShellyM279]

I have requested a refund and will be mailing it back tomorrow, I'm frustrated and irritated because now it does nothing except for tell me to.download the fit bit app.  Yes I Uninstalled and reinstalled the app it will not sync it goes through like to is going setup and nothing except for the screen flashing for me to download the app. Im done and will no longer purchase any product from fitbit nor will I recommend it 

[Trankster]

Hi Shelly,  I had a similar experiences as yours including not syncing, multiple resets or powering off on its own several times a day and inconsistent sleep readings.  After trying factory resets, deleting and reinstalling, I was frustrated too.  I returned and exchanged mine for another one.  My replacement Sense has been working flawlessly with 4+ days of battery.  I suspect a number of the early batch of Sense devices were defective given the multiple comments in this community.  Having had positive experiences with prior Fitbit devices (Ionic and Charge 3) I was willing to try again.  If you have the option to exchange for a new one, I suggest going that route before giving up.  

[N8teGee]

@ShellyM279 open the fitbit app on your phone and make sure the device is removed from your account, then also go into your phones Bluetooth settings and unpair/forget it from there. Open the phone app again and try the set up once more. Hopefully it will at least set up again now.

I agree with @Trankster. I know it's frustrating having a device that isn't working properly, but unfortunately faulty devices do exist. If you are willing to try again, I'd definitely recommend giving it another shot. 

[ShellyM279]

The fitbit app will not work, now that I have done another factory reset. You guys keep suggesting the same thing over and over...obviously no one is actually fully reading what I am posting. And I am aware that faulty things do exist...I am not ignorant to that fact. Its a good thing I have already done all the above you have suggested before you suggested it and if I had another product that continously had has many problems it would be returned as well. You know the definition of insanity is to keep repeating the same thing over and over and expecting different results....this is exactly what is going on

[N8teGee]

Ok. I'm just a user like yourself trying to assist fellow users, I don't work for Fitbit.

Sorry I couldn't be of any help, good luck. 

[LizzyFitbit]

Hi @ShellyM279, it's good to see you here. @Trankster and @N8teGee, thanks for stopping by to help this member.

@ShellyM279, thanks for the information provided and your efforts in troubleshooting it. I'm sorry for the experience that you've had with the Sense. I see where you're coming from and please know that your feedback will be passed along so it can help us to improve on our products, services and overall environment. I've got in touch with our team and I was told that your case is under review and you'll receive a response from them shortly. If you have any other question, please let me know.

As a friendly reminder, The Fitbit Community is a place where users can come to share their feedback and tips in a positive and conducive manner, so please keep in mind the Community Guidelines when posting. Every opinion is always welcome.

See you around.

[Trankster]

Thanks Lizzy. I appreciate your comment. Just trying to be helpful . 

[MimmyK]

I got one for Christmas and my husband just took it back. It continually dropped Bluetooth sync and refused to connect to my WiFi network. Just not worth the money it cost. Caused constant arguments between me and my husband, who kept telling me I was doing something wrong. I have an Alta HR that’s almost 4 years old and has never given me one bit of trouble. Between my experience with this Sense and FitBit being bought by Google, I’m considering an Apple Watch!