Sense stuck on Fitbit logo

[PeteJW]

when are fitbit going to admit to the fact that their app up date has caused the massive issue of people’s Senses being stuck in the logo loop and either compensate those people or find away to sort the problem. I can not be the only person to have bought their Sense after the recall of the Ionic and now we have another useless brick!

Moderator Edit: Clarified subject

[cjhsundvl]

OK - I had the problem start like 1.5 weeks ago and posted on forum and can't believe the crazy # of posts now and that nobody from Fitbit has responded.   What I will say is that persistence (or stupidity) worked out and on like day 5 of just messing with the watch and following the instructions on like the 100th try I got the magical "red X" and was able to get the watch rebooted and then re-added to account and phone and synced.  With that said - I am shopping for a new device because I know it's only a matter of time before this one craps out again and having dealt with customer service at Fitbit (an oxymoron for sure) I know that I will be moving on to greener device pastures.   Good luck all ...

[CWL]

It is hard to believe that Fitbit/Google is so clueless.  They deserve what they get.

[WBrett]

Mine doing the same thing 

sad they are trying to buy a newer model 

fitbit fix the problem if not I’m buying another brand 

[Bizeeman]

I am already looking at other brands to replace my Sense. No support......no order for a new Fitbit from me.

[Nanny23 · Accepted solution]

After filing a complaint with the BBB and communicating my frustrations with multiple different agents. I received an email yesterday offering me a resolve. I am sharing that email and I am also sharing my reply. They have offered to replace my device, though it is beyond their warranty time frame. I have rejected their offer because for ME personally, I feel we ALL deserve the proper resolve. I wouldn't wear it if they paid me to wear it now. KEEP FIGHTING against them. Because this goes way beyond just buying us all off. Their policies and lack of accountability and acknowledgement is disgusting so fight for a better change.

 

Moderator Edit: Personal info removed

[TimMarks]

That is a quality response on all levels friend. 

[Nanny23]

Tim Marks, thank you! I really do wish they would make this right for everyone. It certainly isn't right what they are doing and I simply will not enable them any longer and accepting their offer would enable them. Keep fighting, friend.

[MarcelF]

My fitbit is also stuck in the startup logo. What can I do about this?
Pressing the button 10 seconds blanks the screen for a few seconds. Seems like a reset, but then it's back to the startup logo.

[Svince99]

See my post from yesterday. 

[Brignall]

My sense entered the “logo loop” this morning.
None of the solutions I can find on the web make any difference. 

I don’t know if this is of any significance, but I have noticed that my sense gives a single buzz every 50 seconds, so I assume it is trying unsuccessfully to reboot.

[Bizeeman]

Mine does that too. But it shouldn't be that difficult to get this corrected. I reported it to Customer No-Support and they sent me an email giving me a 35% discount on a new watch. That's not the way to fix a problem in my mind. I have a new Garmin on order and will get it tomorrow.

[khashti]

Great choice! Thinking of the same, and thanks! 

[Bizeeman]

Guess we all hit a sore spot?

[anndeemarie]

Hello- came here for hack on how to get this logo freeze resolved off my sense- it just started this morning. Had been running perfectly fine. It won't respond to the 10 second button reset or anything else. So count me in as another long time disgruntled customer. Ive got over 10 years of Fitbit data I hate to walk away from....but Im ready to after this horrid "update". I've been looking at Garmin....

[JanetCooper]

Me too. A Fitbit logo is all I can see. I've been trying to fix it for days but it won't reset.  Make it pretty useless!

[choptastic]

Can confirm, I've gone through the same process mentioned by @Nanny23  - Device is out of warranty, 30% discount offered, rejected, BBB complaint filed, they offered to throw in a free band, rejected again, finally they offered to replace the device (but it took a *lot* of back and forth about it).

I did accept the replacement, but I'm extremely leery at this point about Fitbit.

[CWL]

I think the plan at Google is to wipe out FitBit (even though Google owns Fitbit) so they can sell replace it with Google watches.  I will never buy a Google watch.

[Big8]

I've managed to resurrect my Fitibit Sense after over a week of staring at the fitbit logo! I did so by following the tips and instructions offered by a few other commenters on this thread. Very grateful, as Fitbit support is beyond frustrating. I reset multiple time until I got the "Red X" on my watch, and then I opened the Fitbit app on my phone. I told the app to remove my current device, which it did. Then I told it to install a new device, and I selected Fitbit Sense from the menu. It went through the whole installation process as if it was a brand new device. Suddenly it was counting my steps again, and all my previous data was still there as a bonus, which I was very happy about. I was thrilled for exactly 27 steps. That's the number of steps I took before my fitbit and my app stopped talking to each other. Steps were still tallying on the watch, but even though the app said it was syncing, it wasn't. After simmering down over a  cup of coffee, I started the process all  over. Got to the Red X, opened the app, deleted the Sense device from the app, asked it to install a new device, selected Sense, and this time it worked, not just for 27 steps but for two entire days now!! If you haven't tried this method, you should give it a shot. Hopefully it will work for you too. Good luck.

[SunsetRunner]

Thanks to some comments above I am actually in the process of getting mine sorted fingers crossed after having being stuck for a week on the logo with absolutely no help from Fitbit themselves other than telling me it was out of war which I already knew and then they hung up on me. 
I have managed to uninstall the watch and following above steps of holding down the reset button until it vibrates, letting go and repeating until I got the Red Cross on it. Then going back to the app and starting from scratch as if it was brand new ….. it’s currently installing the software…..let’s hope it works…..but never again would I purchase a Fitbit there customer service is appalling and not a good representation for the company.  

[catlyn717]

Dont waste your time! Replace w another brand. I bought an apple watch bery
happy w it.