Sense - only shows Fitbit logo

[Castroesilva]

My Fitbit Sense is stuck in a infinite reboot. I cannot even perform a factory reset. Nothing works.
I have tried several hint provided online by other with same problem and even from Fitbit support team but nothing worked.

I have been with Fitibit for almost 5 years. This last one (The Fitibit Sense) I have been using it for almost 15 months and now I cannot use it anymore.

Does anyone know if this was caused by a software update? I see several costumers with similar problems and I haven;t found one that had the problem solved.

What are my options here? Does anyone know a way to solve this problem?

Moderator Edit: Clarified subject

[Blueweebies]

I have an iPhone 14 Plus. 
The biggest thing for me was the logo changing and the update line that appeared. Previously, the watch face was black and the only thing I could bring up was an occasional logo that flashed before the red X appeared. 
I think I had to connect the watch to the charger after it rebooted to sync it with my phone app. 
I know I’ve tried the repeated button pressing and holding multiple times and today was the only day it actually worked. I’m still not exactly sure what I did. 

[Magnoliaflower]

Hi @FatimaFitbit  I also need the form. I haven’t been able to successfully do the factory reset following the 9 steps posted. My sense is stuck on the logo. Thank you 

[FatimaFitbit]

Hi there everyone!

@Blueweebies Welcome to the Fitbit Community! Thank you so much for informing us about this situation and for sharing with us how you solved it. We really appreciate it.

@Ant14 It's great to see you in the Community! Have you already tried to update the Fitbit app? Our team has recently launched a new version of the Fitbit app and some users have reported they're able to sync their devices again. I suggest after updating the app to restart your phone.

@Magnoliaflower Thanks for stopping by and for your efforts. Of course, I'm sharing the link to the form for you to fill out here. This form is for you only, so let me know when you have completed it.

[CS_Heckler]

Ive been trying this for the last 8 hours and still nothing, My screen wont change from loading screen one bit, 

Please Help 

Im on vacation this week and want to make sure im walking enough steps to keep up with my daliy 

Jason

[Magnoliaflower]

Hi, I completed the form. 

[kshaver]

The form has been completed 

[mcm8]

This worked for me.

I had to then go through more steps to add the watch,  pair it,  and update the app. It seems to be fine now. Thank you so much. I was starting to review other watches to buy until I found this thread.

[FatimaFitbit]

Hi there everyone! 

Thank you so much for updating us all on this situation. 

@CS_Heckler Welcome to the Fitbit Community! I suggest you try to follow these steps:

1. Update the Fitbit App to 4.28.3
2. Open the Fitbit app. On the Today tab, tap on Devices (Device icon, top left).
3. Go to Android Settings, Bluetooth (Connected Settings), and "Forget" any Fitbit Trackers/SmartWatches if any are shown.
4. Restart your phone.
5. Open the Fitbit app and re-add the SmartWatch (via the Devices icon, top left). How do I set up my Fitbit device? 
6. From the Fitbit app, Today tab, Tap or Hold near to the top of the screen and then drag down to perform a manual sync. 

@Magnoliaflower and @kshaver thanks for completing the form. Keep working with Support. They'll take care of you.

@mcm8 Welcome to the Fitbit Community! Thank you so much for sharing the solution for this situation. I am glad that your Sense is working again. 

The Fitbit community is always available to you. I hope you have fun with Fitbit.

[ericaepainter]

Hi I have replied to the email I received a couple of times and have had no response, my device screen is now black, don’t know if it’s charging or not, not able to reset as button doesn’t appear to be working, appears to be logging some steps on the app.  what is the point in paying for premium!?

[FatimaFitbit]

Hi there @ericaepainter! Thanks for your reply. 

I checked with support and it seems like you already have a case created. My best advice is to keep an open communication with them so they can provide you with more details about your situation. You'll receive an answer from them very soon. I'm sorry for the delayed answers and for the inconveniences. 

[JamesSchick]

I have the same issue with my Sense. It is completely unresponsive and won't charge.

Thanks

[FatimaFitbit]

Hi there @JamesSchick! A warm welcome to the Fitbit Community! 

Thak you for reporting this situation.

I suggest you try to do the following:

• Please restart your Fitbit.
• Clean the contacts of the watch with a toothbrush and fresh water and gently clean the pins on the charging cable with a cotton swab and some rubbing alcohol.
• After that, charge the watch for 30 minutes using a different USB port on a computer or other UL-certified wall charger.
• You can read this article too: Why isn't my Fitbit device's battery charging? 

[JamesSchick]

I have tried all of the above and my Sense is still unresponsive.

Thanks

[FatimaFitbit]

Hi there @JamesSchick! Thank you for your answer!

In this case, please contact support if you haven't already. Fill out the form. You will then be recommended some help articles. After that, you will be able to choose how to contact support.

[Gas79]

Hi @FatimaFitbit  I also need the form. I haven’t been able to successfully do the factory reset following the 9 steps posted. My sense is stuck on the logo. Thank you

[FatimaFitbit]

Hi there @Gas79! A warm welcome to the Fitbit Community!

Thank you for all your efforts and for letting us know that you're having the same situation too.

I am sharing a link to a form for you to fill out here. This form is for you only, so please let me know when you have completed it.

[Gasscott25]

I tried for two months but I refused to give up. My Sense finally fixed itself. Here is what I did:

1) I charged my watch ( found one of the four pins was broken and purchased a new charging cable) overnight. I took it off the charger.

2) Logo was on (as always) so I held in left button until logo went off and I felt the vibration. Released button and pressed button just when logo appeared again. 

3) I did this 3-4 times or until big red X appears. This is the key, you need to get to the X. 

4) Watch went off and I put it back on the charger I stated the fit bit app on my phone and it recognized the Sense for the first time in two months. 
5) Downloaded the new version for the sense and WOW it works again. 
 Note: I even put the watch in washer rinse cycle and in the dryer in a sock before this- probably not recommended but I was so frustrated!!!

[FatimaFitbit]

Hi there @Gasscott25! Welcome to the Fitbit Community!

Thank you so much for sharing your experience solving this situation and for all your efforts.

I'm happy to hear that your Sense is working again and I can understand your frustration after all that amount of time. 

I recommend you visit our discussion forums. There you will find several users who are interested in fitness, healthy eating, or better sleep and who share many tips with each other. They will certainly be happy to see you there.