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Sense not tracking at all

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‎03-05-2021 10:40

‎03-05-2021 10:40

My sense for the last couple weeks has not been tracking properly, HR, stairs , and just today it said I did a bike ride, and got 1000 steps while I was driving....I’ve turned it on and odd numerous times, .I’ve noticed other people having issues and wondering if the factory reset helped anything?

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5 REPLIES 5

‎03-07-2021 07:42 - last edited on ‎02-09-2024 08:40 by Fitbit Moderator

‎03-07-2021 07:42 - last edited on ‎02-09-2024 08:40 by Fitbit Moderator

Hi @WEndyJLE11, welcome to the Community Forums.

Thanks for the details provided and I'm sorry for the inconvenience experienced with your Sense. To look into this could you please confirm if your data isn't appearing on both your watch and Fitbit app? If the issue is with the Fitbit app, it might be that your data isn't syncing correctly. Instead of a factory reset, I'd recommend you to try the following steps:

  1. Remove your Sense from the Bluetooth settings on your phone.
  2. Turn off other Bluetooth connections that aren't in used.
  3. Restart your watch to refresh its performance.
  4. Open the Fitbit app and pull down on the screen to force a manual sync.
  5. Monitor your watch's behavior in the next days.

About your other question, let me explain that your Sense has been tested to prevent it from picking up false steps or activities recordings while driving and riding in buses, and other public transportation. However, depending of your arm movement, if you're in a car with a stiff transmission or on bumpy roads your watch may add some steps by mistake to give you credit for your activities. I understand your concern about this and my best suggestion is to delete the biking activity and manually log a driving activity for that time to negate those steps.

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‎03-16-2021 12:24

In response to LizzyFitbit

‎03-16-2021 12:24

I know all of this, and no it hasn’t helped

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‎03-19-2021 16:25 - last edited on ‎02-09-2024 08:28 by Fitbit Moderator

In response to WEndyJLE11

‎03-19-2021 16:25 - last edited on ‎02-09-2024 08:28 by Fitbit Moderator

Hi @WEndyJLE11, it's good to see you again.

Thanks for taking the time to review the information shared in my post, I'm sorry those steps didn't work for you. At the beginning you mentioned that your Sense hasn't been tracking properly your data. Do you mean that it's still not tracking your data at all? Or is your data not accurate? Also, what is the model of your phone?

Please make sure the Fitbit app is updated and let's try to reconnect your watch:

  1. Remove your Sense from the Bluetooth settings on your phone.
  2. Force stop the Fitbit app and reboot your phone.
  3. Open the Fitbit app, tap your profile picture > Set Up a Device.
  4. Select your Sense, tap replace this device and follow the onscreen instructions.
  5. Once the process is done, continue using your watch as you normally do and keep an eye on its behavior.
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‎03-24-2021 07:15

In response to LizzyFitbit

‎03-24-2021 07:15

It’s not tracking accurately

 

ive tried that as well, and it was ok for couple days , but then was inaccurate again,

 

Now it won’t charge, I’ve tried different outlets, wiped the watch and charger, 

It was charging slower than normal the last couple times, and now not at all.

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‎03-26-2021 18:44 - last edited on ‎10-15-2023 03:32 by Fitbit Moderator

In response to WEndyJLE11

‎03-26-2021 18:44 - last edited on ‎10-15-2023 03:32 by Fitbit Moderator

Hi @WEndyJLE11 I'm glad to see you again.

Thanks for trying the suggestions shared in my post, as well for the other steps tried to get your Sense working. I'm sorry for the inconvenience that you've had with your Sense. This isn't the experience that we want you to have and because the troubleshooting steps were exhausted, I'd recommend you to get in touch with our Support team so they can evaluate your watch's behavior and provide you with a solution. Please click here to get connected with them via chat or phone.

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