Sense screen is black after update

[BarefootRunner]

I have had issues with different readings on my Sense since I purchased it. After the recent update my Sense crashed and simply won't come back up. It kept showing the diamond logo and then just died. Tried charging it and it is just a black screen.  I am using a back-up pebble and not updating this one.  I believe they need to work out many issues with the Sense.

Moderator Edit: Clarified subject

[Guy_]

Just in case you might have a double problem, the primary is the battery is flat and the secondary its not charging.

[BarefootRunner]

Actually, the battery was about 60%. The Sense got locked into into the icon and stayed that way till the battery ran down. I then plugged ot in thinking it would reset, but it never came back up.

[Guy_]

Seems like the battery is flat and it's not charging. It may also have crashed.

For the charging check the 4 pins on the magnetic charge cable are equally prominent and try connecting the watch to the cable when it's plugged into the pc and see if it recognises it.

It's under warranty so if you don't succeed take it back to where you bought it for replacement.

[LizzyFitbit]

@BarefootRunner Welcome to the Community Forums. @Guy_ Thanks for stopping by to help our new member.

@BarefootRunner Thanks for the detailed information and for the steps tried prior to posting. I'm sorry you're having this experience with your Sense after the update and because your post didn't mention, I'd recommend trying the troubleshooting steps described in this help article. If your watch is able to turn on, please leave it plugged in to the charging cable until it's fully charged and monitor its behavior in the next days.

[BarefootRunner]

Hey Thanks Lizzy!

I had already tried that. My sense never came back, just sat on the charger dead for two days. 

I am currently using an older pebble and not updating it.

[IssaT]

Hi there! I am also experiencing the same thing and have done all the recommendations to no avail. @LizzyFitbit is there anything else that we could do? Or what is the best way to get a speedy response from Customer support?

[lablover55]

what I experienced is that mine came back on and showed 2% battery life. I put it back on the charger and all is fine now..

[LizzyFitbit]

Hi there, @BarefootRunner and a warm welcome to @IssaT. @lablover55 Thanks for sharing your insights.

@BarefootRunner and @IssaT Thanks for your efforts while trying the suggestions shared in my post. I understand how you're feeling about having this experience with your watches and my best advice is to get in touch with our Support team so they can evaluate your options and see what can be done to bring you back on track. Please click here to get connected with them via chat or phone, and make sure to share the steps that you've tried so far.

[Bevglad]

The same has happened to mine today. Screen black and won’t respond even when on charger cable

[LizzyFitbit]

Hi @Bevglad. Welcome to the Community.

Thanks for joining this thread and I'm sorry you're having the same experience with your Sense. Because your post didn't mention, may I know if you've tried the troubleshooting steps described in this help article? These steps should help to get your watch charging and responding correctly. If by any chance the issue persists after trying them, please get in touch with our Support team so they can see what can be done to bring you back on track. Click here to get connected with them via chat or phone.

Have a good day.

[Mwd2108]

The Sense is a failed product. My 1st went 6 weeks and then black screened. Wasted 3 days with customer support, mailed it back. Received the replacement today 23 days later and it doesn't charge, doesn't start, doesn't reset and customer service has no response. As a faithful customer for 8 years I think it is time to look for a better product and a better company. 

[BarefootRunner]

I don't know if there is a speedy response from CS, but you can call them and see if they will replace the sense. I like the idea of what the Sense does, but I have had issues with mine from day one. I upgraded from the Charge 4, which I never had any issues. 

[BarefootRunner]

Hi Lizzy

I tried all the steps before I posted. Thanks for the link though, I am sure others will want to look at it. 

[LizzyFitbit]

Hi there, @Mwd2108 and @BarefootRunner.

@Mwd2108 Thanks for taking the time to share your feedback about the Sense, and our Support team. I understand how you're feeling since this isn't the type of experience that we want you to have. Every feedback shared in the forums helps us to work and improve our products, as well as our services, please know yours won't be the exception and will be passed along.

Because you have a case created, I've forwarded your post so they can review your details and get back to you soon. I'd also recommend getting in touch with them so you can receive more updates about your case. Click here to get connected via chat or phone, and please keep an open communication with them.

@BarefootRunner You're welcome, thanks to you for reviewing the details in my post. I'm sorry you continue having issues with your Sense and if you haven't done so, please contact our Support team so they provide you with further assistance.