Sense stays black and connection is lost with app

[Mirjam_]

Sense screen stays black. Sense app tries to (re)connect and I have to fill in a code (4 numbers) but since the screen is and stays black the code does not show…

[Gr4ndp4]

Hi, @Mirjam_ welcome, check your battery state of charge in your phone app (in the "today" screen slide your finger down and release, the icon in the top right corner displays the state of charge)

May I draw your attention to Why isn't my Fitbit device's battery charging?  In addition, you should check your charging cable, and look carefully at the 4 pins that locate in the back of your "Sense", they should be slightly proud of the pad surface and free (they are spring-loaded) if they are not in correct order contact "Customer Support" or alternatively you can buy a replacement from Amazon at modest cost.

You should also clean the back of your "Sense", I use rubbing alcohol on a cotton wool pad and a cotton bud to detail the 4 pits that receive the pins. If you do not have rubbing alcohol try warm soapy water, rinse and dry before charging.

I hope this helps.

Cheers

[Mirjam_]

Thanks for your reply, but as mentioned the fitbit is working, makes
noises etc. But screen is black. It charges apparently, but screen is
black. Further no vonnection to app (on phone) anymore. Ew connection code
is provided by fitbit sense but not visible since screen is black.
Mirjam

[Grr8Andy]

My problem is similar. My app refuses to sync with SENSE and the SENSE just shows a black screen with a small phone symbol crossed through (not synched!) The watch is charged at 95%.... wonder if I should disconnect the SENSE and start again...??

[Gr4ndp4]

Hi, @Grr8Andy, & @Mirjam_, have you tried restarting your "Sense"? hold the side button down for about 20 seconds, when the Fitbit logo appears release, after a further 30 seconds or so it should restart. Let me know how you get on.

Cheers

[Mirjam_]

I tried this several times, but the log does not appear, sense stays black

[Gr4ndp4]

Hi, @Mirjam_ & @Grr8Andy you both appear to be experiencing a connection issue, not to be confused with syncing. I suggest you talk to "Customer Support" and recommend you use Chat or the phone. Before starting your contact I recommend you get all your ducks in a row and be ready to explain in detail the steps you have taken and the resulting response from your "Sense".

Cheers

[Gr4ndp4]

Hi, @Mirjam_ @& @Grr8Andy, further to my earlier advice have a look at  Solved: Re: Sense stuck on Fitbit Logo - Fitbit Community which describes the process of removing and reinstalling your device on the app.

I hope this helps.

Cheers

[Mirjam_]

The screen stays black...

Hope that customer support can help..

Bought sense May 16 2021.....if its broken already,  than it was much too expensive... 

[amit_s]

Same with me , tried everything support said .. Nothing worked and finally they said . It's out of warranty .. SO basically it's a useless piece of something. 

[Mirjam_ · Accepted solution]

Sent my watch to support (7/7) as soon as I hear from them, i'll let it
know. Hope they can help.

[Mirjam_]

Fitbit offered 50% discount on new watch or replacement Sense. I choose for the replacement. No further info was given. I hope that the replacement (that means not new I suppose) watch will work longer than 1 year....Warranty in EU is 2 years.?? Should I get a new one?

[amit_s]

I was able to reset finally, they offered 35% off on new device. I guess I don't need that offer. 

[Mirjam_]

Good for you that it finally worked!