Sense stuck on Fitbit logo

[disziplin]

My Sense is stuck on what I assume is a loading screen.  All I can see it the Fitbit logo.  I have tried to restart it by holding the button for ten seconds, but it goes dark then the logo comes back.  I have allowed the battery to drain to zero and then charged it again with no effect.  I cannot sync via the app, and I am out of ideas.

Thanks for help in advance.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @disziplin. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Sense before reaching out. 

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 (even if some of them you've already tried):

• 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? 

If you continue having difficulties to update your Fitbit device, see Why can't I update my Fitbit device?

[disziplin]

Thank you for your reply, but this did not work.  I have followed the instructions exactly, and I am not missing any requirements.  Also, the original problem did not come from me performing a factory reset.

Per the instructions you provided I disconnected the device from the Bluetooth devices on my Android phone and it cannot reconnect because the Sense is not booting all the way.  I only see the Fitbit logo.  If I try to restart, the screen goes dark after holding the button for ten seconds, and then the logo reappears.  It never fully boots, therefore it cannot connect to the app on my phone via Bluetooth.

[JackieK1990]

I’m having the exact same problem as of this morning. Fitbit was working fine when I woke up, I plugged it into the charger for about 20 minutes. Then when I unplugged it, the Fitbit logo was on the screen and has been on since 7:00 this morning. The screen doesn’t even go to sleep, just stays on the logo. I also did not do a factory reset and have tried the steps above. 

[Lbologna3]

Mine is doing the exact same thing as of this morning also. I fully charged it at 7am and it showed the fitbit logo all day. Now 12 hours later it says my battery is low. Time to call for customer service. Still under warranty until June.

[JackieK1990]

Same with the battery, although that wasn’t possible. When I was on with customer support, they confirmed that the battery was not dead, but they were no help as far as getting it fixed. Everything they recommended did not work and it’s still frozen on the logo. Mine is also under warranty until end of May. Waiting to hear back on if they’ll be replacing; they said I’d receive and email in the next 24 hours. Good luck!

[blomman00]

Same reboot loop here, no way to break the loop, probably need to return it, 6 months old....

[disziplin]

Mine is definitely no longer under warranty.  I will have to buy a new device, but I also most certainly won't be buying another Fitbit.  The lack of support here is surprising, and the fact that their devices are so fragile that something like this can happen is highly suspicious.

[Rob.Aus]

I had the same experience with my sense.

And guess what? It turned itself to a brick now. Nothing can be done to power it up again (i confirm not the charger issue).

What i can say is STAY AWAY FROM Fitbit!

Now i switch to Apple watch.....

[sunbaghdad]

I'm having the same exact issue here, it was working fine all day, it was charged, and it had 50% battery. I took it off to wash some dishes, I came back and I found it in the logo loop. No suggestions out there are helpful. I just had for only six months!

[Rob.Aus]

I reckon you request a replacement if still within warranty.

That is the best way.

[Lbologna3]

Call for a replacement, warranty is for one year

[Lbologna3]

Did you get the email? If not call them for a replacement.

[JackieK1990]

I did. My warranty isn’t covered because I bought my device on Amazon, apparently from an unauthorized seller. Now I’m left with a nonfunctional device. Will be buying something else.

Sent from my iPhone

[Dsqwerty]

Same problem and rebooting doesn't help. 

[Josie71]

Mine just started doing the same. Worked fine, now this.

[DocDivya]

I'm facing exactly the same issue...how come so many devices suddenly go in reboot loop

[Rob.Aus]

The quality of sense sucks!

I switched to Apple watch since my fitbit died, but regretted, coz i always forgot to put on charge, it has to charge almost everyday.

I recommend to buy amazfit GTS 4 or GTR 4 (GTS, GTR or T-Rex series are really awesome), the amazfit quality and value for money are 20 times better than fitbit, and the battery life will greatly surprise you. 

[Bo4]

Same exact issue. Have tried all the suggestions and nothing works.  It worked just fine and I took it off and plugged in it so I could shower.  Came back out and it has been stuck in a restart lool since.  Had mine for around a year so doubt it's covered. Will be looking for something different now. 

[blomman00]

service could not fix it, they gave me a new sense2 instead, strange that a firmware can break a clock...