Sense light and sync not working

[trinhity]

Hi, yesterday I did exercise and my fitbit usually tracks my heartrate and the after I checked, didn't track, then found out it wasn't syncing. I tried the 'sync now' still nothing so I removed it from the app and tried syncing to phone again, couldn't sync at all keeps saying ' is sense powered on?' Tried resetting, still nothing,  tried it factory resetting, still can't sync.

[Rich_Laue]

Hi @trinhity what phone are you asking for help with? 

We still have to fix the sync issue. Please try these steps. Also clearing the Bluetooth cache also has been found to work. 

Removing a tracker that will not sync, will never fix a sync issue. Now we have to setup a tracker that we have confirmed that the app can not find. The factory reset has assured that any data not synced has been lost. 

[trinhity]

i've tried the troubleshooting method that were provide and apparently it syncs but the fitbit won't display anything so not sure if it's syncing properly. maybe i stuffed it but factory resetting it, light sensor at back doesn't light up

[Rich_Laue]

I'm not sure what is meant by displays nothing. 

Is the screen always black? 

[trinhity]

No, I mean the screen is constantly on the 'download the fitbit app' because after you sync it should show the client face but doesn't