Sense keeps showing the Fitbit logo

[KaktusJaque]

Any clues as to what is going on with my Sense? Battery more than half. It was working all day up until 6:30pm. See a video of the issue here 

Moderator Edit: Clarified subject

[Clove6060]

Have you tried restarting the watch by holding the button for for about 10 seconds til you feel vibration and the logo appears (restart).

Have you tried a download recently? Put it on the charger for a while. to get more than 50% and see if it downloads or exits the cycling. 

Contact customer support before you remove the device from your app and start over. You’ll loose everything since the last sync. 

[KaktusJaque]

@Clove6060 Yes on restarting the watch by holding the button for for about 10 seconds til you feel vibration and the logo appears (restart). This was the first thing I did. 

I let it run down completely last night to stop the cycle. I now have it on the charger and will wait for a full charge to try your next suggestion. Last sync was yesterday at noon. 

[Clove6060]

Let’s hope that works! 🤞

[KaktusJaque]

Well that didn't work out. Its still doing the same thing. ☹️😖

[KaktusJaque]

Had to do a factory reset ☹️ I now have to do a complete setup, apps and all. But its working. 😊

[LizzyFitbit]

Hi @KaktusJaque. It's good to see you here in the forums. @Clove6060 Thanks for your great help.

@KaktusJaque Thanks for the details and your efforts while working on this matter. I'm sorry you've gone through the factory reset but I'm glad this got sorted out. While your Sense should continue working well, you can always share your questions in the Help Forums to receive help from the Community, or get in touch with our Support team for further assistance.

By the way, let me invite you to visit our Health & Wellness board where you can find inspiring stories, meet more people and start your own topics.

[JKHugo]

How did you do a factory reset?  I am having the same issue with my Sense.

[KaktusJaque]

@JKHugo This excerpt was taken from the transcript of my chat with the Fitbit rep. There was more to it but this was the reset part. 

Let's do the factory reset. However, it will delete your apps on the Fitbit. But, you can install it afterwards.

Don’t plug the Fitbit device into the charging cable.

Press and hold the button for about 8 seconds until the screen turns off.

After the screen turns off, you'll feel a short vibration:

When you feel the vibration, release the button and immediately press and hold the button again.

Wait until the blue logo appears, then disappears:

Immediately release the button and then immediately press and hold it .again, until you feel a vibration.

After you feel the vibration, release the button.

This vibration indicates you started the factory reset.

Wait for approximately 12 minutes while the device clears all data. Eventually, the Fitbit logo appears and the

device boots and displays Fitbit.com/setup

Wait for a couple of minutes.

wait until the Fitbit logo comes back with different languages.

You just have to setup it up on your phone again just like you did the first time you setup the Fitbit.

On the setup page, you will see the "Replace".

Tap that then proceed.

During setup, it will ask you to update the firmware that will take a while.

But after that, you are all set.

[LizzyFitbit]

@JKHugo Welcome to the Community. @KaktusJaque It's good to see you again and thanks for sharing the steps that worked for you!

@JKHugo Thanks for sharing that you're having the same experience with your Sense. If by any chance the issue persists, let me recommend getting in touch with our Support team so they van investigate your watch's behavior and provide you with further assistance. Please click here to get connected with them via chat or phone.

See you around.