Sense screen blank and not responding

[Bambun]

Has anyone else experienced their Fitbit going blank and not responding. 
it was fully charged the day before then next day dead !  

Moderator edit: subject updated for clarity

[LokeAa]

Have you tried to hold "the button" for then seconds. It should restart your sense.

[njetherington]

Tried that. No luck.

[LokeAa]

@njetherington if you connect it to the charger does it vibrate? Is the watch still connected to the app? If yes to any of those questions, unpair your sense / phone. Uninstall the phone app. OBS! Do not delete the app if you're an android user unless you have Android 8 or above! Charge your Sense to 100%, Press "The button" for at least 10 seconds, and see if you get any response.

If "No" to both qyestions, contact support

[njetherington]

Thanks. Did all that while there was still a charge. Cleaned the contacts
with rubbing alcohol ; when I used a voltmeter across the pins after I
got home from vacation where it died and found there is still a voltage.
However, the Sense does not charge anymore. Nada. Bubkas.

So its going back. Thanks for your help though. Appreciate the support.



Nigel Etherington, P.Eng.

[LokeAa]

@njetherington so your device doesn't charge? Then I am 99% sure that it is the charger that is the problem. They have a tendency to malfunction, I am on my charger no 3....

[njetherington]

I asked the Fitbit support to send me one ; they refused and said send the
device back first and then we will decide what to do next. Presumably, if
the device responds they will send me my Sense back but with a new cable.
Its a 2-3 week turnaround. Not a happy camper since this replacement unit
is only two months old and the charger is under a year. Stay tuned !

Nigel Etherington, P.Eng.

[LokeAa]

@njetherington what can I say, consumer rights on your side of the pond sucks...I have had my fair share of problems with m ysense. I'm not only on my charger no 3, but also on my Sense no 3 since february 2021.The watch has split in half twice(!) Both times on a weekend, I called them monday morning, a new device was sent from the Netherlands the same day and delivered on my doorstep in Norway tuesday afternoon...Smooth

Moderator edit: format

[njetherington]

@LokeAa that response is what I had hoped for this time.  I'm now on my fourth Fitbit device (Blaze, Ionic, Sense (1), Sense(2)) as all have died either just outside of (very annoying) or within warrant (my Sense) so I'm getting used to calling using this support community to find out if its operator error or not.  Its nice to have others who can respond with the unvarnished truth of similar experiences.  The frustration is having to wait several weeks when I use my device literally everyday day.  My brand loyalty is being tested to the max to say the least! 

[LokeAa]

@njetherington 

 I know what you mean. Fitbit has one advantage, battery, then again, I must charge my phone every second day, so it should not be that much of an effort to do so with another smartwatch brand. For us, they are great at replacing a malfunctioning device, but otherwise it is a hassle. Customer service is outsourced to some low cost eastern European country, I think it is in Bulgaria, they have become better, but in the beginning, they did not speak neither Norwegian nor English very well. They used to get Scandinavian youths to go there for a year or two, but when the pandemic hit us, they went home, and they had to train locals. I would not have a problem with an English-speaking customer service, but when they say they have it in Norwegian, I hold them to it.

[Bambun]

Thanks. Still not working.

Sent from my iPad

[gauthamyepuri]

My sense died too. Not even a year. Tried contacting the customer service. Believe me its been a month and hopeless, liars, no documents of previous calls or chats. I would rate -5 if there was any. I have been using for 8years. Had all the top range devices. None of them are reliable. They have a very poor returns system. 

[DavideFitbit]

Hi, welcome to the new users in the Community forums and for your replies, @Bambun @njetherington @gauthamyepuri.   

Thank you for the information provided regarding the problem with the Fitbit Sense and for confirming that you already tried a few troubleshooting steps. I'm sorry to see that some if you are still having this issue. 

As you mentioned earlier, if this inconvenience is related to the battery, it's recommended to try the steps provided in this article. If the device is charging, but the screen is completely black, it's also helpful to complete a restart procedure as described here. In addition, some users have also been able to resolve by changing to a different clock face. 

If you continue to experience the same problem with the display not responding, I do recommend that you continue the communication with the Customer Support team so they can provide you with the next steps. If they decide to proceed with a replacement option, keep in mind that every case is evaluated individually and it's possible they'll ask you to return the device to Fitbit's warehouse. The best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

Thank you for the information and for the feedback provided. Our team is always working to enhance your experience and your feedback is a big part of that process. 

I'll be around. 

[Joelle_12003]

I am starting to question my commitment to Fitbit as my health monitoring solution. I love the app but I have had many issues over the years with the hardware, primarily the smart watch version of Fitbit. I've owned several versions of the Versa and now the Sense and both have died before or shortly after the warranty expires. I have not had these issues with the fitness tracker focused version of the device (Charge, Ace, etc). I contacted you all for my latest problem with the fairly expensive Sense and although I appreciate the discount, why would I want to invest again in your smart watch when history dictates at best I'll get a year of use. I have a Garmin Music 245 that was purchased at the same time as the Sense and it is still running like a champ. I think it's time that I fully commit to Garmin.

Thanks Fitbit

[SunsetRunner]

I'm having the same issue as well. All I'm seeing on the Fitbit is the logo. I purchased the first Sense in April 2021 which stopped working in March 2022. I got a replacement which has also stopped working - 3 months after. Now I'm being told that my Warranty has expired and I can get a discount of 35%. I'm feeling like I just threw out $300. I've tried multiple troubleshooting tips. Yesterday your customer service team told me to wipe back of watch with alcohol and charge for 30 minutes.....that didn't work. It wont restart. I'm soooo frustrated right now.