Sense screen is black

[thefab4]

Love my FitBit Sense, but for over a week now the screen is black.  I tried powering off and turning back on, rebooting, etc., and nothing.  Still a black screen.  It does however still track my number through the app that I can retrieve.  Any advice for a black screen?  I've tried everything...

Moderator Edit: Clarified subject

[Guy_ · Accepted solution]

Probably best to contact Fitbit Support directly. They may be able to help you

[LizzyFitbit]

Hi @thefab4. Welcome on board. @Guy_ Thanks for your great help.

@thefab4 Thanks for letting us know about your Sense and for the steps tried on your own. Because the screen is still not responding correctly, I went ahead to review your details and I noticed you already have a case created with our Support team. I'm glad you followed @Guy_'s advice and please keep an open communication with our team, as I'm sure they'll work on this and bring you back on track soon.

[Talkit]

I have the same problem, did you get a answer from Fitbit? Thanks

[willjoe]

Plug your charging cable into your computer. Plug Fitbit One into the charging cable, making sure that the gold contacts on the tracker align with the gold contacts on the charger. Hold the button on your tracker for 12 seconds. Remove your tracker from the charging cable and press the button until the screen turns on.

Regards,

Will

[LizzyFitbit]

Welcome to the Community, @Talkit. @willjoe Thanks for your suggestions.

@Talkit Thanks for joining this thread and I'm sorry you're having this experience with your Sense. I went ahead to check your details and it seems you already contacted our Support team. They have specialized tools to help you with this matter, so please keep an open communication with them.

[Bunches1234]

Having the same problem with my sense tried troubleshooting and contacted support …still awaiting to hear from them.

[AndreaJP]

I had to order a new one / mine was still under warranty.

[LizzyFitbit]

Welcome to the Community, @Bunches1234 and @AndreaJP.

@Bunches1234 Thanks for letting me know about your Sense and the steps tried on your own. While checking your details, I noticed our Support team already sent you an email with more information. Please reply back to them if you have more questions about your case.

@AndreaJP Thanks for joining this thread. While I'm glad you have a good one, I understand where you're coming from and I'm sorry you've had this experience. Your feedback is appreciated and please know we'll keep working to improve our devices.