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

[FatimaFitbit]

Hi there @Castroesilva! Welcome to the Fitbit community!

Thanks for letting us know about the situation you're having with your Sense only showing the Fitbit logo and for your efforts.

Have you already tried to set up your Fitbit as new device? You can try to follow this troubleshooting steps.

[Castroesilva]

Hi Fatima,

Yes, I have tried this. I saw this same instructions in another thread but these steps are not working.

the problem is not at the app. The device is stuck and nothing can be done through the app. The app cannot even detect the device because the device is stuck in a infinit reboot loop.

Is there a way to factory reset the device? Any attempt using the app as starting point does not work because the app can't even detect the device.

[FatimaFitbit]

Hi @Castroesilva! Thanks for your answer and efforts.

Yes, you can try to factory reset your device, this way:

1. Do not plug the Fitbit device into the charging cable.
2. Press and hold the button for about 8 seconds until the display turns off.
3. After the display turns off, you will feel a short vibration.
4. After that, please release the button and immediately press and hold the button again.
5. Wait until the Fitbit logo appears that will disappear:
6. Immediately release the button and then immediately press and hold it again until you feel a vibration.
7. Release the button after you feel the vibration.
8. This vibration indicates that you have started the factory reset.
9. After the factory reset you will have to set up as new device your Sense: follow this troubleshooting.

[SunflowerJoy]

My sense was doing the same thing and I tried deleting it to add it back and it turned completely off and won't turn back on.

[FatimaFitbit]

Hi there @SunflowerJoy! Welcome to the Fitbit Community! It's great to see you here!

I suggest you try this out:

• 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.
• Please try to restart your Fitbit Sense again.
• You can read this article too: Why isn't my Fitbit device's battery charging? 

[427pmann]

Hi there 

I have the same problem with my versa, it’s stuck on the infinite reboot loop. I’ve tried to reboot and it’s unable to force a reboot. I’ve cleaned the charging base plugged it into a different charging point of cleaned the back of my versa. I’ve left it charge overnight. I’ve tried to reboot it for the last 45 minutes and still nothing you press and hold the button you get a vibration your lease and then it just got it doesn’t do anything. 

[SunflowerJoy]

None of that worked. It won't turn on at all

[427pmann]

I tried all of that. I tried to charge it again now I took it off the charger and it doesn’t even turn on at all. It’s like it died

[FatimaFitbit]

Hi there @427pmann! Welcome to the Fitbit Community! 

Thank you so much for informing us about this situation and for your efforts.

@SunflowerJoy Thanks for your efforts too. Since you have tried the steps and your Sense still doesn't work, I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here. This form is for you only, so let me know when you have completed it.

@427pmann Please fill out this form which is for you only: here. 

[kshaver]

I am having the exact same issues as the two above, with my Sense. I've also done everything I could find and your step by steps above.  Nothing is working. It's in this infinite reboot state and will not do anything. 

[FatimaFitbit]

Hi there @kshaver! Welcome to the Fitbit Community!

Thank you so much for informing us you're having the same situation with your Sense. I need more information from you, which is best shared privately. I am sharing a link to a form for you to fill out here. This form is for you only, so let me know when you have completed it.

[ericaepainter]

Please can I have a form as I have tried all of the above too, with no joy ☹️

[FatimaFitbit]

Hello @ericaepainter! Welcome to the Fitbit Community! Thanks for joining us! 

Of course, here is the link for you. Let me know when you have filled it out. 

[ericaepainter]

Thank you, I have completed and returned the form

[FatimaFitbit]

Hi there @ericaepainter! Thank you so much for your reply.

You will receive an email from our customer support today. Please check your spam- and junk-inbox too. 

[ericaepainter]

I’ve had the email several times and I’ve replied that I had tried those steps as they we in this thread, asked if there was anything further that can be done as device now has no charge and the first thing in the instructions is so not charge! 

[Blueweebies]

My Fitbit Sense 2 also suddenly stopped working. I left it on the charger overnight and have tried all the rebooting options posted on websites and forums multiple times, including pressing and holding the side button for 10+ seconds, the forced factory reboot (where the side button is pressed and released multiple times, as described here), purchased a new charger (that made no difference), and tried to remove and re-add the watch to my iphone app. The only response I get is an occasional vibration, after which my watch will blink blue and black with the logo in the middle and then a red "X" appears on a black screen. 

Sometimes my phone app will "find" the watch and ask for a code to connect it, but my watch screen is black and I cannot see a code. At other times, the app cannot find the watch even though it's connected to the bluetooth.

This watch was purchased less than 2 years ago, to replace my Blaze. I am disappointed in the quality of this product and will likely move forward with an Apple watch, if this issue cannot be resolved. 

[Blueweebies]

I'm back to report some success... just after I posted my comment earlier today, I kept fiddling with my watch, attempting the 9 steps of the factory reset posted above (which I had tried before without any results). I pressed the side button for 8-10 seconds until I felt it vibrate, released and repressed the button for another 8-10 seconds (or until it vibrated again?) and then maybe a third time. My screen icon changed and I saw a download line... it kept moving and it reset my watch! I have a functioning Fitbit Sense 2, again. 

I don't think the instructions above are completely accurate, but I would encourage you to keep pressing the side button and releasing it, until you see something change.

I am happy to report that my watch is now synced with my phone and operational. Let's hope it lasts!!

[Ant14]

What phone are you using? Anyone I have spoken to has been unable to Sync the Sense with the app/phone. Mine has been factory reset and now will not sync at all so is useless to me