Sense microphone stopped working

[Eribo]

The microphone on my Fitbit Sense has stopped working, it worked a week or so after purchase but it wont register anything anymore. I have tried resetting both my watch and phone but nothing seems to work anymore. Is this a hardware issue or do i have a faulty product?

Moderator Edit: Clarified subject

[Rich_Laue]

Sorry but the below may come of as a rant, but meant to be helpful in the ability to receive the needed response. 

These forums are community forums where users help their fellow users out. 

When it comes to the saying of,  I tried everything", this means not much to the reader. It might mean everything I could think of, half of which would be useless to try. It might also mean I tried everything I read, we don't know what has been read, and half of what has been read is usually not helpful and at times will add more issues to deal with. 

Ok the mic is turned on. 

Has a tracker restart been done? How about a tracker complete shutdown? 

You say the mic doesn't work. Is this because the mic is not listening? Or do you get an error? 

It could be that the mic works, but then the voice file isn't being sent to the Internet. This usually will produce an error. 

Please remember that we are unable to look over your shoulder, the more detail given the better the chance of receiving the needed help. 

Sometimes if enough detail is given, we may be able to reproduce the problem. 

@Un-Fit you say Google assistant works fine, but the mic doesn't. I'm confused, Google assistant needs the mic to work. 

[VHUL]

I also need to know if it's a hardware or software issue. The mic stopped working for me too. I've made sure "on" was selected next to "mic". I even factory reset my watch. It was working fine for about a week or two once the Google assistant became available on the watch. Both the Google Assistant and Alexa say they are listening, but nothing registers when you talk. I can't even reply using the mic anymore.

[pinano_man]

Same goes for me unfortunately.... I also tried the factory reset, but it didn’t fix anything

I’m not sure how mine could be a hardware issue since I’ve never gotten it wet, never dropped it or bumped it, etc, and I’ve only had it for a month, but mine stopped working when I installed the new update, so that seemed like the most likely reason for me

[Rich_Laue]

@VHUL when you say it is listening, you do see squiggly lines while talking to the watch. 

@pinano_man have you shutdown the watch. 

[VHUL]

@Rich_Laue I don't see the squiggly lines anymore. I only see the four dots. When I speak, the dots don't animate and Google displays "Go ahead, I'm listening..." and then displays ""Try saying things like (offers examples). It doesn't pick up any sound. I used to see the squiggly lines when it was working.

[pinano_man]

I have a handful of times

[DNC247]

It is a hardware issue, After having a conversation with Fitbit Support they eventually instructed me to just send my sense back.  Hopefully I will get a new one in the mail next week.  If I were you guys I would start the process of sending it back.  

[pinano_man]

How does one go about sending it back to get a new one? I’m quite new to Fitbit haha

[VHUL]

@DNC247 Thanks for the info! I just called them.

@pinano_man Contact support at 8776234997. I got the number from the Fitbit app. They will troubleshoot with you first before giving you the OK to send the watch back. If you want to see where I got the phone number, open your Fitbit App> click on the circle profile on the upper left> scroll down and click "Help & Support"> click "Contact Customer Support".

[PurpleAngel79]

I have done the same steps with my Versa 2. My Alexa seems like it's listening "squiggly lines", but then says it didn't recognize my command,  then goes into someone any food. 

[Rich_Laue]

@PurpleAngel79 your problem is not the microphone, but a problem with communicating with Alexa. 

I would try a phone restart. 

[hdeshotel]

I had the same problem and received a shipping label this weekend to return mine.  Did you get a replacement? how long did it take to arrive? and does your new one work properly?

[Scorpn66]

I just had mine replaced a week ago through fitbit because the microphone stopped working and it literally just stopped working today!!!!!!! Like WTF!

[Wookie880903]

I am having the same issue, any way I can have a ticket or report made?

[Rich_Laue]

Is the mic turned on. 

[Scorpn66]

My issue was addressed with fitbit via chat. They were very helpful in trying to fix the issue. But to no avail so after trying everything necessary,  I was sent a replacement. Fortunately, I still had a warranty.  Since receiving the new one I have not had any issues as of yet. 🤞🤞

[Scorpn66]

Yes, it is

[Scorpn66]

First I followed all tips to try and reset it even did a factory reser.
Then, All I did was open the live chat and told support everything I did to
rectify the problem and they sent me a new watch. But luckily I still had
a warranty. I haven't had a problem since getting the new watch

[Snoflk1]

I have the exact same problems with mine.  I can't respond to a text message using the voice feature, nor the Amazon Alexa to set a timer or ask a question.  So very frustrating as this is a really neat fitbit. 

[Snoflk1]

I have the same problem..... very frustrating!