Sense stuck on Fitbit logo after getting wet

[Burzyk]

I used my Fitbit Sense to track my swimming. During swimming the Fitbit got restarted (I have not initiated it) and worked properly for about two hours.

After that it got stacked on the restrart/logo screen and does not boot to normal operation.

Restarting it by holding the button for 10 seconds or more did not help with it. Still displays just logo on the screen.

My Fitbit was purchased in April 2022 so it is not that long after the warranty.

I would appreciate any suggestion what can be done to make it work again.

Is there any chance that Fitbit will repair/replace it with no charge?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Burzyk. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Sense is still unresponsive. I understand your concern, I will do my best to help you with this!

If your device got wet, it’s important to take it off and dry it well before putting it back on. On the other hand, if your device has come into contact with any liquid other than fresh water, you should clean it with fresh water and a soap-free cleanser and dry it with a lint free-cloth.

If you've done the above but to no avail, may I know if your Sense vibrated during the restart process? If it didn't, I'd recommend trying the steps below:

• Clean the charging contacts on the back of your device and the pins on your charging cable using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again.
  

Let me know if the Fitbit logo is still flashing afterwards. 

[Burzyk]

Hi, Thank you for your response.

Yes, the watch wibrated and a red light blinked from the back side of the watch.

The watch is dry and seems to be also charged. However, after not long time from disconnecting from the charging (lika a day) it shows 0%. 

Now after charging it is still stuck on the Fitbit logo.

[MarreFitbit]

@Burzyk Thanks for getting back and for following the tips and recommendations I've provided above. 

As our last resort, I'd recommend performing a factory reset on your Sense. Important: Take into consideration that a factory reset deletes any stored data, which includes all data that hasn't synced to your Fitbit account, your applications, alarms, etc. 

With the above being said, please sync your Sense and then, proceed with the steps below in the order listed: 

1. Hold the back button for about 8 seconds. 
2. When the Fitbit logo disappears:
   1. Release the button briefly (for less than 2 seconds). 
   2. Hold the button again until you feel a second, longer vibration, which indicates you initiated the factory reset. 
      
      

You can follow the steps to set up the device after that: How do I set up my Fitbit device?

[wavejamr]

I am having a similar problem with my Sense.  I noticed it hadn't been syncing regularly to my app so I went to put on the charger and realized it had the logo on the display.  I tried a hard reboot which acted like it worked but the logo is now just stuck on my screen.  I have tried reconnecting to my phone as a new device but its not working or detecting the device at all.  

[MarreFitbit]

Hi there, @wavejamr. Welcome on board! I appreciate you for taking the time to troubleshoot the issue with your Fitbit device prior to posting here. We're here to help you! 

I've seen you contacted our Support Team just right after posting here and they've already assisted you. If you have any questions regarding the outcome of your case, please don't hesitate to reach out to our team again. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. Thanks in advance! 

[Burzyk]

Hi, Thanks for your advise. I followed your advise and the Sense screen still gets only the logo. Could you please advise what can I do now to get it looked at by your specialist and repaired.

Thank you.