Sense slowly Charging Message

[Craig007]

For all trying to get help and can't....see my transcript that FitBit is saying this is a charger issue.  I'll let you know if this solves the problem once I have the replacement.

Transcript from FitBit Chat January 9, 2021:

Start: (1/9/2021, 10:41:46 AM)

End: (1/9/2021, 11:17:13 AM)

JuanRH:Thanks for the summary. I'm reviewing your issue now and will be right back.

JuanRH:I will be more than glad to assist you with your Sense, which is having charging issues? I'll try to find a solution to get you back on track.

Me:Thank you

JuanRH:You are more than welcome.

JuanRH:After checking our records I noticed that your device was synced for last time 13 minutes ago and the battery level was 75%.

Me:yep

JuanRH:How long is it taking to charge?

Me:forever

JuanRH:Okay, thanks for the details.

Me:I have it plugged in and has not moved off the 75% mark in 5 min

Me:what's next?

JuanRH:Allow me one moment to further investigate.

JuanRH:Plug it into a USB port in a computer and test it out.

Me:Shoot...for got to do that trouble shooting step...I think I have done all the rest...give me a minute

JuanRH:Sure.

Me:Keep your fingers crossed...:)

JuanRH:They are already 🙂

Me:I'm in tech so know how new product launches go

Me:Darn...it just gave me the "slowly charging" message

Me:With as many messages on the support board your engineers must know the problem by now

JuanRH:Thanks for the letting me know.

JuanRH:Yes, they are aware of that.

Me:So is the problem in the watch or charger?  Seems like a quality issue

Me:But hope for you all it is Software.

Me:but I'd guess it is not

JuanRH:Allow me one moment, please.

Me:I design airplane avionics...designing a new unit for Honeywell right now

JuanRH:I need you to test it the device out to check if it charges faster in the computer and ignore the message you are seeing.

Me:It is not charging at all.

JuanRH:Okay.

Me:it is at 74% now

JuanRH:Try the following then.

JuanRH:1

JuanRH:1. Start by cleaning the golden contacts on the back of your Fitbit and the charging cable, you can use a cotton swab and rubbing alcohol.

Me:done, check

Me:Did that before I started this session

JuanRH:Okay, give me a moment

JuanRH:Thanks for the steps tried prior contacting us.

Me:sure...want to keep you efficient

Me:and figure out what I should do

JuanRH:Sure.

JuanRH:Still investigating.

JuanRH:Thanks for waiting.

JuanRH:In order to place the complementary replacement, I need you to please provide me with the following information:

Me:Do you have any information where the problem is?  watch, charger, SW?

JuanRH:I was told for the specialized department to replace the charger.

JuanRH:Give me a moment while I place the order.

Me:That makes a lot of sense

Jan Noel:Thanks for the summary. I'm reviewing your issue now and will be right back.

Me:thank you...you have have provided very good support

Jan Noel:I am sorry to see that your chat got disconnected from the previous agent.

Me:Please be sure that Juan has placed my replacement device

Jan Noel:As my tools are limited to check on this, I will be transferring your case to as specialized team to assist you out.

Jan Noel:Once our team has reviewed your case, they will be in contact with you via email as soon as possible.

Me:That is not acceptable!

Jan Noel:I really do apologize for the inconvenience.

Me:Have a supervisor get involved at look at the transcript

Jan Noel:I can see here that the previous agent will process the replacement charging cable for you and he will be in contact with you via email regarding it.

Me:Very good, that is the answer I was looking for.  I'd suggest next time you take the extra step like you just did versus trying to move on.

Jan Noel:Will there be anything else I can do for you?

Me:No, have a fantastic day!

Jan Noel:Thanks for contacting Fitbit. Please take care and keep safe.

Jan Noel:To end this chat please go ahead and click "end chat".

Moderator Edit: Clarified subject

Moderator edit: personal info removed

[DEW5]

My Sense was intermittently slow charging and often was affected by position so I suspected contacts were the problem so here is my hack to get it to quick charge:

I clean the back of my Sense.

Attach the charger. 

Roll up a dishtowel as tight as possible.

Place it against the back of the Sense and tighten the band as much as possible.

The first few times I did this I sat next to it and frequently checked to make sure it did not get hot which it did not.

[Guy_]

Hi @DEW5  - ingenious, though you'd think the strong magnets would be enough. 

It reminds me of the idea of connecting the charge cable and putting the watch back on your wrist and plugging into a usb battery pack, that way you can see the time and when it gets fully charged.

Note: some measurement functions don't work while charging so you don't quite get continuous usage, but at least you don't forget it on the charger and leave without it and can charge it anywhere, anytime.

[TyneBridges]

Surely a USB 3 port should provide sufficient current for a fast charge? If not, then maybe the power requirements of the Fitbit Sense are too great.

[Guy_]

Hi @TyneBridges - actually almost any good charger will do as the watch only needs around 300ma.

Slow charging is more likely a contact issue because if the voltage and current aren't exactly right it can generate the message.

So best to clean your watch before charging to ensure a good contact. How do I clean my Fitbit device? 

A few tips may also help Main charging tips

[Clove6060]

@TyneBridges I concur with Guy on the cleaning recommendation. 
I get slow charge message approximately 90% of the time I charge my watch. A couple resets of the magnets to the back or a wipe of the prongs with a soft, moist, soft cloth usually does the trick for me. I’ll also note that I frequent clean the sensors and the prongs with qtips and isopropyl alcohol. The connection is everything.  

[MJC317]

The slow charge message is a software issue with Fitbit. For some reason
they have not fixed it.

Moderator Edit: Personal info removed

[Guy_]

@MJC317  - as has been indicated by @Clove6060 a good clean can eliminate the message in most cases, along with a full Shutdown of the watch, so it is unlikely to be a software issue.

[MJC317]

Sorry to disagree but I was told by Fitbit support that it was a software
issue but that was a year ago when I was getting my first replacement
charging cable (now on third cable). I just gave mine a thorough cleaning
before replying and I still get slow charging message. I did not reboot it
but if you must reboot to get it to fast charge that is a software issue.

Moderator Edit: Personal info removed

[grandibel]

I started having the same issue, and after checking online to see what might be going on, not finding much, cleaning everything and trying different power sources, contacte customer support. According to customer support rep Ronaldo Jr., it's a known issue that they're "working to resolve." He didn't offer anything besides that. It was an entirely disappointing response.

I did learn on my own that, while my sense will no longer take a charge at all when plugged into a USB port on my PC, it will slowly take a charge when plugged into a different power brick I have. So it's not completely unusable, but it does have to be off my wrist and not tracking anything for long periods of time to charge. I can't just charge it while I'm in the shower anymore.

"C.S.: Regards with the issue that you are experiencing, I'd like to inform you that Fitbit is aware of the issue and is curently working to resolve it and hope to have a fix soon.

C.S.: I'd like to apologize for the inconvenience this experience may have caused you. I also appreciate your patience as we look forward to getting you back on track.

C.S.: Our team is currently working on this as some of our devices have been affected by the update issue and we are looking for a fix as soon as possible.

C.S.: Be sure to keep your Fitbit device and app up-to-date to ensure you receive the quickest resolution."

[MJC317]

Have you checked the posts on the charging cable? There is an issue where
one of the posts does not pop up and stays recessed. I am on my third cable.
If this is your problem Fitbit should replace the cable. They know they
have a problem but not sure if they will replace after 1 year warranty. I
have a previous post on how I did a temporary fix while I waited for a new
cable.

Moderator Edit: Personal info removed

[down_and_out]

Sometimes the Slow Charge message is meaningless and does not reflect the actual charging rate.  Other times, it does.

This morning had placed my Sense on charge cable (after checking pins on cable to make sure they were still form fit functional since I don't want to see my Sense's battery drain to nothing) and my Sense charged by approximately 15% in quick time and then it displayed the "slow charging" message.  Cleared the message by touching OK and it still kept charging quickly until I took it off at 99%.  

Yesterday, after the standard cleaning of the cable - I wipe the back of the Sense with lamb's wool 2-3 times a day to remove body oils and sweat - I still received the slow charging message.  Removed the cable and re-attached.  No more slow charge message for the balance of the quick charge.

Yes, mechanical can play a part: pins on charge cable are notorious for failing; oils and creams on the skin can contaminate the connections in the tracker and interfere with the charging; the power source can be faulty or not provide sufficient charge.

But when all mechanical issues are eliminated as a potential cause you are left with a faulty internal watch design/component or a s/w issue.

[Guy_]

Hi, @grandibel  - as @MJC317  and others have mentioned, unless there is a watch fault, proper cleaning and a good charge cable that makes proper contact should charge at a normal rate (almost regardless of the message).

I use a current/volt meter and even the slightest variation from the norm can raise the message.

However the predicted charge time shown by the SimpleClockPro watch face is almost always precisely correct.

Meaning that if current is 10 ma less than what it normally is (around 300ma) or the voltage is off by 1/100th of a volt the charge time is constant despite the message.

While this may differ slightly from watch to watch, it is only an issue if the message comes up repeatedly, and doesn't charge in the expected time.

This may indicate that cable didn't seat properly. As @down_and_out  says resenting it may help.

SimpleClockPro charging info

See also Main charging tips 

[alfarmer]

Same experience, no matter the power of the wall charger the slow charging message appears. What's up with the slow response to this problem Fitbit?

[down_and_out]

I have given up on the Sense - won't even consider the new model.  Fixed the face that fell off and passed the Sense to someone to track their sleep on the understanding that the many problems with the Sense won't be fixed - ever.

And as Fitbit doesn't appear to care to fix the faulty cable/message charge problems I am also dropping out of this forum.  Stayed in hoping to get some communication from Fitbit of a workaround or solution on their part but too many, many months have gone by and I have seen no pro-active action on their part to address any of the multiple issues.

Thanks to those to tried to give reasonable work arounds and suggestions. Bye.  

[Ryand78]

Mine just started having this issue .... I was told they won't replace it they are working on a fix. I was told to contact them in 7 days If it was still doing it. Absolute garbage products from Fitbit. Obviously being bought by Google hasn't helped. If it's not replace with a new unit I'm going to file an official complaint with the Canadian government that they are not up holding their warranty. 

[TyneBridges]

On my Sense, the message is meaningless. If I plug the charging cable into a mains adaptor, the "Charging slowly" message invariably appears but then the watch charges in a few minutes. When using a USB port on my PC, the message also appears and charging takes much longer: that means the message is just telling me that a charge is going into the Sense, but with no indication of how slow or fast this is. I find this annoying but not nearly as frustrating as the strap suddenly breaking or the Fitbit showing me a completely wrong time (both problems I've experienced in the first year of having a Fitbit Sense).