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Sense restarts randomly and doesn't sync

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‎10-11-2020 09:59 - last edited on ‎11-02-2020 12:27 by Fitbit Moderator

‎10-11-2020 09:59 - last edited on ‎11-02-2020 12:27 by Fitbit Moderator

So, first, my sense like many others restarts all the time, though it doesn’t seem to be due to it being pressed (I bent my wrist back and looked to see if it actually touched that area - it doesn’t). Second, every day I have to manually restart it because it fails to sync with my app (it says “looking for device” then “no device found” but syncs fine after restart and most other times during the day). Third, I loaded the SPO2 Clockface on it, and it failed to measure anything every night, even though sleep, skin temp, resting heart rate, and respirations are consistently measured fine. It otherwise works great, but the constant restarts and the daily disconnects are getting on my nerves.

 

Moderator Edit: Clarified subject

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1 REPLY 1

‎11-02-2020 12:26

‎11-02-2020 12:26

Hi @EVWTForever. Welcome to the Community Forums.

 

Thanks for sharing detailed information about your Sense and for the steps tried prior to posting. I'll help you with each of your inquiries. About the random restarts, please let me explain that this has been reported to our team and they're currently working to bring a fix to all our affected members. In the meantime, be sure to keep your Sense and the Fitbit app up-to-date to ensure you receive the quickest resolution.

 

In regards to the syncing issues, may I know the model and OS/software version of your phone? If you've not done so, check this help article which describes what factors affect the connection between your watch and your phone, as well some troubleshooting tips to ensure the connection.

 

Because you mentioned to be using the SpO2 clock face, what message did you receive on the Sense instead of a value? Even though you've tried it before, please perform a restart, make sure all permissions for the SpO2 Signature clock face are turned on and try wearing your watch a bit tighter and higher to sleep.

 

I look forward to your response.

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