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Sense stuck on Fitbit logo

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‎08-22-2023 15:30 - last edited on ‎08-27-2023 07:13 by Fitbit Moderator

‎08-22-2023 15:30 - last edited on ‎08-27-2023 07:13 by Fitbit Moderator

I reached out to customer support in chat today.  My Sense is stuck on the Fitbit logo.  He asked me to change the clock face and restart…. Didn’t work!  That was it!  You have no other suggestions to fix this product?  PATHETIC!   He said we will send you an email about your options.  Well…. I have no options basically…. Was just sent a coupon to buy a new one.  ARE YOU KIDDING ME??  Obviously you are having issues so WHY would I waste my money on another Fitbit?  Mind you… I have been a loyal customer for a very long time and have encouraged friends and family to purchase a Fitbit as well.  Here is where that all STOPS!  Word of mouth is king… Don’t forget that! People spend their hard earned money on your products and you can’t make things right?  Epic failure on your part! 

Moderator Edit: Clarified subject

Best Answer
46 REPLIES 46

‎09-02-2023 19:17

In response to nayeem

‎09-02-2023 19:17

I held the side button in for 10 seconds and the logo go out and comes back on,I think that’s a reset didn’t help me

Sent from my iPad
Best Answer

‎09-03-2023 06:06

‎09-03-2023 06:06

Same thing just happened to me too and I agree with the other complaints. However, the reset process did work for me.... atleast for now...

Best Answer

‎09-04-2023 05:59

In response to KatDon

‎09-04-2023 05:59

Reset worked for me but does not detect heartrate any longer. UGH

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0 Votes

‎09-04-2023 10:02 - edited ‎09-04-2023 11:43

‎09-04-2023 10:02 - edited ‎09-04-2023 11:43

This seems to be a very common issue! 

Today I shut off my sense because it wasnt allowing me to access the exercise menu. Not it just keeps flashing the fitbit logo and vibrating. I am not sure what there is to do since holding the button to restart it doesnt fix it. 

I have also started a thread on Twitter about this with Google as they are the parent company - https://x.com/golfwithtbone/status/1698744827230265479?s=46&t=69pVhHFoExaHnZC90rkong please go share that and see if we can make traction.

@MarreFitbit can you help these 30 people find a solution to their problem without ordering a new device at a discount? Why is this happening to so many people all of sudden? Was there a bad patch or update?

Update: after a factory reset this was the result of my issue - 

https://community.fitbit.com/t5/Sense/Sense-stuck-on-message-quot-Data-not-cleared-Sync-amp-Tried-ag...

Thank you!!

Greg 

Best Answer

‎09-05-2023 14:04

‎09-05-2023 14:04

Same! AUGUST 20TH! 

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‎09-05-2023 14:22

In response to Greg9313

‎09-05-2023 14:22

Just responded/retweeted! 

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‎09-05-2023 18:10

In response to klgh07

‎09-05-2023 18:10

Does seem rather interesting that so many did the same thing at about the same time.

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‎09-05-2023 18:30

In response to Bondjersey

‎09-05-2023 18:30

Same EXACT thing for me. My Sense worked perfectly fine for a good while,
then last week of august hits and it becomes a brick without any kind of
change from me.

*_*
Nayeem Mohammed
Best Answer

‎09-07-2023 18:11

‎09-07-2023 18:11

Mine is the exact same thing. I have had this for less than a year and now I can't even use it. Reading everything on here....this isn't fixable?!? So I have had 9 months of an expensive product...great 

Best Answer

‎09-08-2023 04:01

‎09-08-2023 04:01

My Fitbit sense started doing the exact same thing today and I was offered the same 2 fixes, of which neither one worked. I’m waiting for my email response but based on your post I know what to expect. Seems like it is an issue specific to the Fitbit sense wat

Best Answer

‎09-08-2023 04:16

In response to Ravkris

‎09-08-2023 04:16

I sent mine into assurion - I got the warranty when I bought my Fitbit from Amazon. Waiting on the verdict from them. Maybe they can fix it

Best Answer
0 Votes

‎09-08-2023 12:56

In response to Greg9313

‎09-08-2023 12:56

I responded and retweeted. I also sent a email to NBC and the local newspaper here in Denver. I'm going to send out more emails this weekend.

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‎09-08-2023 13:01 - last edited on ‎09-19-2023 11:59 by Fitbit Moderator

In response to Garypal

‎09-08-2023 13:01 - last edited on ‎09-19-2023 11:59 by Fitbit Moderator

My fitbit charge lasted 4 years and they I upgraded to the versa and it's still working just fine. I gave it to my friend, when I bought the sense. so it's not necessarily Fitbit it's the sense model.

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I got an extended warranty with Assurion too. I forgot about that! So you called Assurion? And filed a claim?

Best Answer

‎09-08-2023 13:16

In response to klgh07

‎09-08-2023 13:16

Yeah I did it all online, and they had me send it in. I got an update that they have to order a part for it....I guess stay tuned

Best Answer

‎09-14-2023 12:40 - last edited on ‎09-15-2023 13:18 by Fitbit Moderator

In response to LAHD

‎09-14-2023 12:40 - last edited on ‎09-15-2023 13:18 by Fitbit Moderator

Same thing happened to me.  I am out of warranty and got a 35% off coupon.  Why would I ever buy a new one?  It has to be a google issue.  Why won't they fix it?

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trying to keep this issue current

Best Answer

‎09-14-2023 23:49

‎09-14-2023 23:49

Mine started 4 days ago!! I've tried everything.  Nothing works

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‎09-15-2023 05:57

In response to airelle10944

‎09-15-2023 05:57

Fitbit just proved to all of us that they don’t care,they have a BAD PRODUCT and it’s going to cost them TOO MUCH MONEY To honor the WARRANTY

Sent from my iPad
Best Answer

‎10-02-2023 07:29

‎10-02-2023 07:29

I have a Sense having the same exact issue. I talked to Customer Service and had a similar experience, the warranty dept. will get back to me.  If they offer some nominal discount on a new device I am done with them.  This is obviously a common issue that they should take responsibility for. This is my 3rd Fitbit device and everyone has failed!

Best Answer

‎10-02-2023 12:04

In response to Smitty007

‎10-02-2023 12:04

The public should take notice as Fitbit should be held accountable

Sent from my iPad
Best Answer

‎10-03-2023 17:58

In response to Fletch28

‎10-03-2023 17:58

Yep, heard back from Fitbit warranty dept today ( after calling to inquire why I had not gotten a reply yet). They think a 35% discount on another device is fair compensation for a $300 tracker that lasted 18 months.  $200 to purchase a replacement that will likely fail in the same timeframe!  I have purchased 3 expensive Fitbit devices, all three have failed just out of warranty!  Time to take my money somewhere else.

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