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

[Tracilynn71]

My husband had this problem the very first day he got it.  He was never able to track even one step.  I've been using mine for about 5 mo's and all of a sudden, it's doing the same thing.  It's a whole lot of money to have this type of problem.  NOT pleased....

[DJGregChgo]

I’m having same issue. My Sense is stuck in a continuous reboot loop and is unresponsive to any attempts to do a factory reset, etc. Very frustrated and losing confidence in quality of Fitbit products. 

[PaulMe]

Hi all,

Suggest you allow the Sense battery to fully drain. May take several days if the battery is fully charged and draining at a normal rate?  This will force a reset of the electronics. Place the Sense back on a charger, and when the battery reaches the minimal operating charge voltage it should restart, or may require a button restart. Hopefully it has reset the electronics/logic lockup in the device and will operate normally, or require setting up as for a new or reset device.

[gbh1]

For anyone having done a "hard reset" using the button, and getting stuck on the Fitbit Logo, here is the current "factory reset" sequence.

Solved: Re: Sense stuck in start up - Fitbit Community

[LizzyFitbit]

Hi everyone, and welcome to our new members.

Thanks for taking the time to share your feedback about the Sense. I'm sorry you're going through this experience, and please know this feedback hasn't gone unnoticed as it'll help us to improve our devices, services and overall environment.

@Jani_IN and @danielle.thor I understand how you're feeling and appreciate every step tried prior to posting. I went ahead to check your details and it seems you already have a case created with our Support team. Keep an open communication with them, I'm sure they'll continue helping you with this matter.

@Tracilynn71 and @DJGregChgo Thanks for your efforts while troubleshooting your watches. I understand where you're coming from and because the issue persists I'd recommend getting 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.

@Gr4ndp4, @PaulMe and @gbh1 Thanks for your great suggestions!

[tomperse]

I have tried every suggested fix (looks like a lot of other people also have). Nothing worked, and now for nearly two days (and probably until the battery just dies), the logo is all that appears. The watch is no longer detectable. Clearly this is a pretty wide and known defect. I guess the good news is that I did get a helpful CS rep and do have a replacement on the way. Hopefully (fingers tightly crossed), a fix was found in the new ones (though mine was barely two-months old). Anyway, I did get a very responsive CS rep, who did do her/his/their best to assist. I have to say, I love the prodcut overall, so it's unfortunate. 

[Jani_IN]

Hi all,

A Shirt Update from me.

I have sent my Sense tonthe Support and now i Got it Back and its Working fine again.

[tomperse]

@Jani_IN  - I don't suppose they shared the fix with you, by chance?

[Pigfid]

Hi,

I am having this issue too. My Sense is just under one year old. I have tried contacting Customer Support all morning (6+ hours) but the page times out and the chat window closes. The phone number supplied for Ireland does not connect.

My Sense was losing it's charge quickly, so I tried rebooting by holding down the button. Now it just displays the Fitbit logo and will not boot up, or shut down. I have tried rebooting, to no avail. As it won't power on, my phone can no longer see it to try reconnecting over Bluetooth. If I can't contact Support, how to I go about getting a replacement/refund or having it repaired?

[Gr4ndp4]

Hi, @Pigfid, it's a pity you are having a problem with your "Sense". May I suggest you check the Fitbit app on your phone to verify your "Sense" is still paired with the phone, is it possible you have inadvertently factory reset your "Sense"? From the Today screen on your phone touch your icon in the top left corner>see the "Sense" tile on the account page (it should display your battery condition) to verify it is still paired.

If you are still stuck I recommend using the Chat facility or phone here for a prompt response, I note your comment about previous attempts.

Cheers

[LizzyFitbit]

Hi everyone! @Gr4ndp4 Thanks for stopping by to help our members.

@tomperse and @Jani_IN Thanks for keeping me posted and sharing the steps tried so far. I'm glad you received help from our team and I hope you can keep reaching your goals. If you need anything else, don't hesitate to let me know. Happy stepping! 😊

@Pigfid Thanks for every step tried and for your efforts while contacting our Support team. I'm sorry for this inconvenience and if you haven't done so, I'd also recommend the steps described in @Gr4ndp4's post to troubleshoot your Sense . If by any chance the issue persists, please try using the link shared above one more time to get connected with our Support team.