Sense stuck in start up

[HeatherG8]

My sense was working fine until three days ago. It started with the clock face going down and bit being able to re-install it. Then the whole thing malfunctioned. It is stuck in the startup loop but will not connect to my phone and the app. I have done everything that I have read to try, but nothing is working. It is completely unusable for anything for three days now despite repeated attempts to get it going again. I just bought this two months ago! Is anyone experiencing the same thing and have any suggestions beyond all the things to try listed in the app and on-line?

[eezeepee]

So you have tried a factory reset if you're able to get to that in the settings?

[HeatherG8]

I think that is the only thing I haven't tried

[gbh1 · Accepted solution]

This same thing happened to me yesterday.  Stuck after hard reset (button pressed for 10 seconds) on the Fitbit logo.

After chat support was no help, I called support and they gave me the factory reset "procedure" using the button.  It is insanely difficult.  Some SW engineer inside Fitbit that came up with this... well, I'll be nice.  Here it is.  Good luck.  This did resolve the issue for me.

Note to the Fitbit SW team.  How about something simple, like holding the button for 30 seconds, instead of some ridiculous procedure?

From Fitbit support, emailed to me yesterday,

To perform a factory reset please do the following
 

1. Don’t plug the Fitbit device into the charging cable. 
2. Press and hold the button for about 8 seconds until the screen turns off. 
3. After the screen turns off, they’ll feel a short vibration:
   1. When they feel the vibration, release the button and immediately press and hold the button again.
   2. Wait until the blue logo appears, then disappears:
      1. Immediately release the button and then immediately press and hold it .again, until they feel a vibration.
      2. After they feel the vibration, release the button. 
         • This vibration indicates they started the factory reset. 

[HeatherG8]

Thank you! Very frustrating like you said, but it finally worked!

[d_rovetto]

So happy I found your post and glad it worked. Keeping a screen shot of the instructions.  Sure hope I don't have to do this very often.