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Sense stuck on Fitbit logo

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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

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don't forget facebook , instagram, and all other social media will help need to let everyone know why not to buy any fitbit watches until they fix the problem first!

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Mine was dead for over a week. This morning it displayed the red X.  

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I'm the same as you, received my Sense after the Ionic recall back in March 2022,  It had been working perfectly, battery lasting approximately 5-6 days.  On the 16th October I'd charged my Sense in the morning and whilst on a walk that evening, it vibrated to notify me I'd done my steps for the day, but then shortly after it vibrated again and continued to vibrate for about a minute or so.  When I looked at my Sense the blue logo was stuck on the screen and it wouldn't do anything.  I put it on charge when I got in, the battery was at 0% but after leaving it for a hour or 2 I eventually managed to do a re-start and the watch face came on, but it was frozen, I couldn't swipe, left, right up or down. So I reset it again and again and it worked, but then the battery drained back down to 0%.  I left it on charge over night, but when I unplugged it it would only last 2-3 hours and it would need charging again.  I've re-set it many times,  turned everything off, no notifications, put it in sleep mode, sync only when required etc, so it does just the very basics now.  Battery has improved somewhat and will last about 9-10 hrs but then it needs charging again, this is nowhere near the 5-6 days battery life I had previously and now not really the function/use I was expecting from my Sense as I seem to spend more time not wearing it as it keeps needing charging.

I've been with Fitbit now for 5 years, and this is my 3rd smart watch, 2 Ionic's first one bricked at 18 months, then the second one was recalled and I replaced it with the Sense. Being so fed up with this Sense battery life now, I have stupidly just bought a Versa, but I'm starting to think I shouldn't have bothered. I'm in the UK and only have 12 months warranty is totally rubbish. 

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I had the same problem I got 2 sense's from the ionic recall both at the same time.

Now one does not turn on at all and when i charge it it just gets really warm.
The other one is stuck in a reboot loop.

I called support and after about 1 minute of troubleshooting he said they are dead and since out of warranty they can only offer a %30 discount on a new one.

I rejected that as i am fed up with them as well and will not spend another dime on a fitbit product.

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Same issue only offered 35% off new watch. Seriously poor customer service

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Same as me

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It is very annoying.... I have received 2 consecutive replacements this month and none of them worked. 8 years of using Fitbit went to trash. I don't have a year with my watch and is useless. What are they going to offer? I expect more than a 35% discount to buy another watch after I just expended $250 dollar in a new one that I cannot use plus $100 trying to solve? 

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My comment saying effectively the same thing was just deleted for violating community standards. 🙄

Yet, we, and countless others, have an unusable Sense device with an unsatisfactory solution. 

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Hi.  I am dealing with the same issue as you right now.   Being offered the 35% off.  I actually directed her to look at your case # and I’m now waiting to hear back.   What a joke.  

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I have not even received a 35% discount offer. 2 day waiting for an email response.

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I just got offered the 35% discount after  a conversation on twitter with Fitbit's support. My Sense is 20 months old so no warranty. I told them that a discount is not going to cut it and I'll be looking for a different brand (not apple watch since I don't want to charge my watch every day).
This is very disappointing.

----

10 years of being a loyal fitbit customer has come to an end 😞

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I have some good news for all the people whose "sense" watch got stuck on Fitbit logo.  I had the issue for more than two weeks and finally it came up with the big "Red X" this morning and I was able to upgrade, reinstall and reset the watch and it is back working as it should.  My message to everyone is that all is not lost and there is no need to despair.  Also, don't try too hard, which I did and almost got a sore thumb.

I suggest the following:

  1. Completely drain the battery of sense, by which I mean, not just 0%, but beyond.
  2. Resist any temptation to charge the battery, a mistake I did, which delayed the repair process.
  3. Patiently wait until the screen is completely blank and press a few seconds to see if "Red X" shows up.
  4. When the "Red X" shows up, press the reset button for 10 seconds and follow the instructions on the screen and your phone.

Wish you all the best!

All this doesn't change my disposition towards Fitbit though.  I will use the current watch as long as it works.  Fitbit is not getting another dime from me EVER and if I have any say, from any of my friends and relatives.  I am sure I have a lot of them on this Community.

 

 

 

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Ya multiple people it happened to. First showed clock error when I went to
reboot it never worked again. Pure madness not giving a replacement. If I
hear anymore I'll let you know
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this is exactly what happened to me and matches the exact date of the update! It is totally outrageous that my device is useles.

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They’re probably getting bombarded with this issue and don’t know what to do now.
Sent from my iPhone
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how did you upgrade, reinstall and reset your watch after drained your battery? I am curious about that

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Once you get the Red X, you press the sides and hold for a few seconds.  Fitbit logo will appear and then the screen goes blank (unlike the blinking logo now). If you have your phone open at that time, it will recognize your device and ask if you want to upgrade your device.  If you say yes, it will ask you to put it on charge.  you will need to charge for about 40 - 45% before it can upgrade and walk you through the remaining steps.  Mine went very fast like 10 -12 minutes.

Hope this helps!

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I'm in the same boat here.  I've contacted support over the phone multiple times, online via chat, and also on facebook messenger.  All with the same "sorry, we can't do anything about this.. here's a 35% discount on a new watch!"

This is even after their chat support told me it was a software fault (???).  I've contacted the better business bureau to submit a formal complaint

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I've also filed a claim with the BBB after seeing your post, and others on Facebook with the same problem.  They are giving me the same "Here's 35% off" response..

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And that discount cannot be used with new models like Pixel Watchs or Charge 6.

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