Sense shows only the Fitbit logo

[Jani_IN]

hi,

i couldnt start the train app on the sense so i made a restart.

but the restart didnt work properly.

now only the fitbit sign is shown and after some seconds the screen gets black, short vibration and the sign is there again.

i cant sync the sense with the app any more, and can not change the clock display or something else...

Moderator Edit: Clarified subject

[Jani_IN]

so, no one else has this problem?

for me it looks like my sense is hanging or in a loop.

I cant restart it either and am very dissapointed.

I hab a chat with the support and they told me they will come back to my via mail. but nothing happend for almost 2 days now... 😞

[Gr4ndp4]

Hi, @Jani_IN, welcome to the community, "Customer Support" will no doubt get back to you soon. You do not say how you did the "restart" originally, as your device is now inert your only option to try "restart" again is to press the side sensors, hold until it vibrates and displays the logo which will remain after you release. The logo will go out (after a few seconds) and taping the watch face should show the "Sense" functioning again. Sync your Fitbit app by swiping down the "Today" screen. If this does not work you can explain to "Customer Support" the steps you have taken.

I hope this helps.

Cheers

[Jani_IN]

I Tried to restart the Sense several Times by pushing the Button. But it didnt Work. Sense ist still Hanging in a Loop

[Gr4ndp4]

Hi, @Jani_IN, It's a pity you are having this problem with your "Sense". I think your best way forward is to talk to "Customer Support" here, and use the chat facility or phone for prompt attention.

Cheers 

[LizzyFitbit]

Hi there, @Jani_IN. @Gr4ndp4 Thanks for stopping by to help our members.

@Jani_IN Thanks for your efforts while troubleshooting your Sense, as well as contacting our Support team. I'm sorry you're having this inconvenience and appreciate the details provided. As our friend asked before, may I also know how the initial restart was performed? I'm asking this as if you did a factory reset, that will explain why your watch is displaying the Fitbit logo and not syncing correctly. If this is your case, you'll need to set it up as a new device to get it connected. To do this, please give a try to the following steps:

1. Forget your Sense from the Bluetooth settings.
2. Turn off other Bluetooth connections nearby.
3. Force quit the Fitbit app and reboot your phone.
4. Open the Fitbit app, tap your profile picture > Set Up a Device.
5. Select your Sense, tap Replace Device and follow the on-screen instructions.

[Jani_IN]

Hi,

I Tried to rešet it by pushing the Button. But it didnt Work.
I have already deleted all Cache and everything from the App.
I cbat Connect it to the App.
The Sense ist still Hanging in that Loop snd i cant do a restart or Connect
it New to my app

[Jimmy_Aybar]

I have the same problem since last week, one morning the home screen didn't look normal characters looked strange so I restarted the watch and the nightmare began, I spent hours with the live chat agent... restarting, reinstalling the app, forgetting the device. It is just useless, can't be recognized by any phone either android or ios and just shows the fitbit logo. They keep trying us to keep troubleshooting but they don't seem to have a solution to that bug.

[HeatherAV]

I have the same problem. It was working fine yesterday then the fitbit logo was showing on the screen and the watch wouldn't respond to anything I did. I put it on the charger all night and woke up to the same screen. Nothing is working. It's only a year old. 

[ALWW_offtrack]

Same exact issue. Been on the phone with customer service all afternoon to no avail. My Fitbit Sense is 3 days old. Very unhappy camper…

[LizzyFitbit]

Hi there, and welcome to our new members.

@Jani_IN, @HeatherAV and @ALWW_offtrack Thanks for taking the time to contact our Support team and troubleshooting your watches. I'm sorry you're going through this experience and while checking your details I noticed our team already updated your cases. It seems they've sent you an email, so please follow their instructions and keep an open communication with them.

@Jimmy_Aybar Thanks for letting me know about your Sense and the steps tried on your own. I understand how you're feeling and because your post didn't mention, may I know if you have tried the steps suggested in my previous post? If you have, try getting in touch with our Support team so they can investigate and get you back on track. Click here to get connected with them via chat or phone.

[Jimmy_Aybar]

@LizzyFitbit I tried all the steps in the previous post and also connected with customers service. They gave me instructions for a hard reset but it doesn’t work.

[LizzyFitbit]

Hi there, @Jimmy_Aybar.

Thanks for trying the steps from my post, as well as taking the time to get in touch with our Support team. Because the issue persists with your Sense, my best advice is to contact our team one more time so they can evaluate your options and see what else can be done to help you with this matter. To start a new interaction via chat or phone, please click here to get connected with them.

[MsCarolM]

This has been happening to other models as well, such as the Versa 2 and Versa Lite since the recent firmware update. https://community.fitbit.com/t5/Other-Versa-Smartwatches/Versa-2-sync-issues-resets-on-its-own-after...

I've been having issues as well, and decided to see if other models were experiencing the same thing, before buying a replacement for my Versa Lite. I'm glad I did because I was considering a Sense as a replacement. Now I know that the boot loop battery drain issue is happening to the Sense also.

[ALWW_offtrack]

I’m so sad about all of this. I ultimately gave up. I returned my Sense to
Amazon where I bought it. Not sure what I’ll get to replace it.

[Jani_IN]

I have sent my sense back to the support and it arrived on friday.

till now I dont have any feedback how the support will proceed. 

[danielle.thor]

I feel that it's a fitbit thing. as mine is doing same thing as everyone here. I try to reboot it. forget device. uninstall and the rest install app.. and nothing is working. screen isntotal black now but vibrates from time to time. 

[Gr4ndp4]

Hi, @danielle.thor , welcome to the community, I recommend you talk to "Customer Support" - the link is in previous posts. You do not mention the make or model of your mobile phone . Most work well with the Fitbit app but Fitbit Supported Devices explains the issues including the minimum O/S requirement.

Cheers

[ALWW_offtrack]

I read somewhere that many times the replacements are refurbished units. I
just didn’t have much confidence in that. I was able to get a full refund
from Amazon. Still haven’t made a decision about what kind of
tracker/smartwatch to try next. Good luck to you! I hope whatever they send
you works perfectly for a very long time!

[MsCarolM]

I finally gave up and got something else over the weekend.