Sense screen froze with Fitbit logo

[KateMcL]

Hello,

Last week my Sense screen froze with the Fitbit icon. I did a restart that worked but then few hours later it buzzed and the icon returned; this happened a few times. Then, despite being fully charged, it buzzed then battery went to 0% and now it does not charge/work. I have tried restarting, the charger is fine, the sockets are working, the points on the watch are clean, so I have no idea what else could be wrong with it. I tried to recharge it overnight but to no avail. I have only had it since July 2022...

Any help would be appreciated!

Moderator Edit: Clarified subject

[Heather-S · Accepted solution]

Hi @KateMcL, It sounds like a hardware failure of some kind. I would contact Customer Support for further assistance. 

[KateMcL]

Thanks Heather. Spoke to them and getting the device replaced

[Coffey14]

My Fitbit Sense that I have had for a little over one year stopped working last week.  It is stuck on the Fitbit logo and seems to be in a repeating loop.  The logo comes up, it vibrates, the screen goes black and it just keeps repeating that.  The lights on the back that normally flash are no longer flashing.  I have let the battery completely die and then recharged it and I have tried all the quick fixes I can find.  This is super frustrating because these watches are not cheap.  

[JMR12]

My FitBit did something similar this morning, where it was buzzing and flashing. I tried to reset it by holding in the button on the left. It reset but was still acting up. Looking online, someone commented to change the clock-face to a FitBit clock face. I had previously had a 3rd party clock-face that I had purchased through FitBit. I selected a FitBit clock-face through the FitBit app on my cell phone then did the reset again while the FitBit was on the charger and now the FitBit is fine. I no longer have the option for that other clock-face which is why I logged onto this help forum. I suspect FitBit is no longer supporting that clock which is unfortunate since I loved that clock-face! Hope this works for you.  

[LizzyFitbit]

Hi everyone, and welcome to our new members.

I've moved some of your posts to this thread so we can keep the forums organized. @KateMcL and @Coffey14 Thanks for letting us know about your Sense and the steps tried prior to posting. I'm sorry for any inconvenience this has caused and because you already have a case created, my best advice is to keep an open communication. Our Support team has specialized tools that will allow them to continue helping you with this matter.

@Heather-S and @JMR12 Thanks for your suggestions, your posts are really helpful!

[davidgray167]

Same happened to mine, third watch this has happened too, 2nd time this one has crashed in 2 years but couldn’t get it working this time, 

gave me discount code 35% but didn’t apply it when purchasing a new watch, 

customer service is pretty much a joke

hope you get yours sorted 

[Pazcov87]

Had the same problem with 2 sense watches now, the second one lasted a week, so that is 3 sense watches that have failed under warranty.

So been offered a replacement which i don't want, not offered any other option, despite suggesting a discount off a better watch (hoping they are better quality)

So having been told is not policy to send anything but a direct replacement, i have had to take the offer, but will be selling the replacement and buying something else (Not FITBIT!!!)

Having seen a number of these issues reported, there is obviously a fault with this watches, so suggest they take them off the market!!!!

Ex Fitbit User

[LizzyFitbit]

Hi there, @Pazcov87. @davidgray167 Welcome on board.

Thanks for taking the time to share these details with me. I understand where you're coming from and I apologize for the experience that you've had with your Sense and our Support team. Every feedback shared by our members is always appreciated as it helps us to improve our devices and services, and yours won't be the exception. While I don't have access to your case, please reply back to our Support team if you have questions about their resolution, I'm sure they'll provide you with more information.