Sense screen glitched

[MichelleBeth]

Hi FitBit Support,

I could not find the support email so I'm posting on the Community instead, as I see FitBit Admins asking for more details or that they will contact people on here.

My Sense screen glitched one night for apparent no reason. It was working perfectly fine when I went to bed but when I woke up some of the letters and numbers did not display and there were lines at the bottom of the screen. There are also glitched graphics behind the screen at some points. I've attached several photos showing what I mean.

https://imgur.com/a/SwASQVP

I have not banged my watch against anything, nor have I dropped it. I wear it daily and sleep with it, but take it off when I shower and place it in another room in case humidity can damage it. I swim occasionally with it on, but only in lakes where there is no chlorine or salt water.

I'm very upset that a $300 product that I bought in February of this year has already failed so completely. It's only been 7.5 months and it already had a massive failure happen. As I'm in the 1 year warranty period, I would like to send my watch back and have it either repaired or replaced.

Please let me know the next steps to proceed. Also, I will be out of town for a couple weeks without access to a computer, so please be aware that I will respond to this and follow up when I return.

Thank you very much. I am very impressed with the premium subscription, however.

Moderator Edit: Clarified subject

[MichelleBeth]

I can't figure out how to edit my post.. but I wanted to link to the images directly here. Imgur didn't do that though apparently. Let's try this again:

[PaulMe]

I wouldn't worry about humidity as these devices are waterproof enough to handle a hard workout's sweat. But good Idea not to shower (or swim) with it. I'm not convinced the waterproof integrity is high enough for showering and in particular, swimming. Just my opinion from anecdotal (and forum) evidence and personal experience with previous devices. Others will disagree. 

Contact customer support as yours is under warranty. It will (should) be replaced, but remember, a new device is curiously NOT covered by a new 12-month warranty as for most electronics and products. Just the remainder of the original warranty. So, the sooner it is replaced the more remaining warranty is on the replacement device.

[LizzyFitbit · Accepted solution]

Welcome on board, @MichelleBeth. @PaulMe Thanks for stopping by to help our member.

@MichelleBeth Thanks for the detailed information, as well as the screenshots provided. While I'm glad you're enjoying the Premium subscription benefits, I'm sorry you're having this experience with your Sense. Just if you haven't done so, let me recommend restarting your watch to refresh its performance.

If after trying that the issue persists, as @PaulMe mentioned, please get in touch with our Support team so they can evaluate your options and bring you back on track. They're available via chat and phone, just click here to get connected with them.

[willjoe]

If you see a black or blank screen on your Fitbit, the first thing to try is a restart or a forced restart (also called a long restart.) What is this? Restarting your Fitbit forces it to reboot–and often fixes problems like a black, blank, or non-responsive device.

Hope this helps

[LizzyFitbit]

Hi there, @willjoe.

Thanks for joining this thread and sharing the steps that worked for you. Just to clarify, while the Charge 3 has a long restart which is different from the regular restart, with the Sense you can only perform a restart by following the steps described here. Have a good one! 

[MichelleBeth]

Hi @LizzyFitbit , how can I get in touch with the support team?

[Clove6060]

@MichelleBeth 

https://myhelp.fitbit.com/s/support?language=en_US

Chat works well

[MichelleBeth]

Thank you very much!