Sense stuck on Fitbit Logo

[KimbersB]

Hi team,

I just recently purchased sense and it’s been working great, but tonight as I was going for a walk, I went to set the exercise to walk, it would try to load but then return to the hole screen. Tried a few times and the same thing happened. So decided to turn my Fitbit off via settings hoping that would fix it. But now I can’t turn it back on. I have tried the hold the button for 10 sec, but that hasn’t helped. I tried the hold till vibration, take finger off and hold again ect. But instead of flashing the logo it’s now frozen on the logo. What do I do from here?? I only charged it up last night? So still had plenty of battery. Can someone please help. 

 

Moderator Edit: Clarified subject

[Clove6060]

What does the battery show in the app, If it is communicating with the watch.  Check the charging cable and make sure all pins on the cable are protruding the same amount. Some people have problems with charging cables so you’ll want to try to verify charge.  

[MarreFitbit]

Hi there, @KimbersB. Thanks for stopping by in the Community Forums and trying to troubleshoot the issue with your Sense before reaching out (thanks for the image attach too). @Clove6060 I appreciate your help!

Please note the issue you're having comes from performing a factory reset without first unpairing your Fitbit device from your Fitbit account and phone's Bluetooth settings. With that being said, I suggest following the steps below in the order listed:

• Unpair your Sense from your phone's Bluetooth and also make sure it's no longer connect to your Fitbit app. 
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up your Sense again.
• If there is no connection, restart your Sense.

If you can't get started with your Sense, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

[KimbersB]

Thanks for getting back to me. The device went flat last night, so I put it on to charge and still in the frozen screen. I have tried all the tips you suggested including deleting the app and reinstalling it. 
And it can’t be found by the phone. It keeps saying to check that the device is switched on. 
I have tried holding the button for 10 seconds to turn it off. It then returns to the logo screen. No change at all 🙁

[KimbersB]

Thanks for your suggestion. The charging cable looks fine and same with the sensors. Bit of a bugger that I’ve only have the watch for about a month, so it’s been changed about 4 times. It was fully charged when I put it on yesterday (Friday) and all I did was go to settings a turned it off as it was glitching. Now I can’t get it to work. Have recharged my old blaze, which is about 7 years old and is currently working better than a watch I purchased a month ago. Devastated is the word of the day. But any tips I’m happy to try. 

[Clove6060]

This was posted by Guy_

Any of this makes it come alive?

may need to contact customer support at this point and get a new one. 

https://myhelp.fitbit.com/s/support?language=en_US

- if you don't have lights on the back and the screen is blank the watch may need charging. 

In any case if you put it in the charger it should show the battery status when it is on.

If it is not on it should come on. Then disconnect the plug from the power and reconnect and see if you get the power status come.

If so wait till it's well charged, remove the Sense entries from your Bluetooth, logout of the app (on Android also clear the storage cache and force stop it) and restart the phone.

Login again, click profile photo and "+ Set up a Device", it should find the watch again.

[KimbersB]

Thanks for the suggestion. I ended up contacting support as I was getting nowhere. 
just waiting to hear back from warranty/support on the outcome.