Sense stuck on Fitbit logo

[Etana-Rae]

I have a fit bit sense. I was locked out of it, as it was displaying the 'Unlock with phone message'. I started to do a hard reset on it and it has been stuck on the logo ever since. When I press the button, it vibrates as if the watch is working however I cannot see anything apart from the logo.

I've tried to do hard resets bit I'm not yielding any results. This is the second week it has been locked and it is frustrating. 

If anyone has any advice on how to do a hard reset or if I can get a replacement, any information would be greatly appreciated. 

Moderator Edit: Clarified subject

[Gemstar1985]

.

However, the button sequence for this is a bit tricky and you might need several attempts.

It works like this:

When you see the Fitbit logo, hold the button, wait for the display to go off, but still hold the button, wait for the vibration, then briefly release and immediately press again.
The Fitbit logo will appear again. When it disappears again (this time without waiting for a vibration), immediately release and press the button again. Wait for the next vibration, then release and wait for the device to restart.

It worked for me but had trouble syncing 

Now mine won't detect heart rate. Frustrating is an understatement. 

[Etana-Rae]

Thank you for this. I will try this method and see if this works.

It is very infruriating because it has been like this for just obver a week now.

I just want my watch back 😩

[MarreFitbit]

Hi there, @Etana-Rae. 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 stuck on the Fitbit logo. I understand your concern and how you must be feeling, we're here to help you! 

As @Gemstar1985 has mentioned, it sounds like the factory reset didn't take place. So, try following those suggestions and if the issue persists, try the following: 

• Unpair your Fitbit device from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Fitbit device.
• If there is no connection, restart your Fitbit device.
• Once your Fitbit device is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Sense first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[Etana-Rae]

Thank you for posting however, I have tried to pair the fitbit with my phone after deleting the pairing and force quitting the app. I have also logged out. It will not connect; it is saying that it can not find the device. The fitbit is stuck on the logo still, even after trying all the steps above.

[MarreFitbit]

@Etana-Rae Thanks for following the tips and recommendations I provided. 

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?

[RoadWorkAhead]

Same issue started today. Tried reset and factory reset over a dozen times. Don't appear to get a long vibration as described. Sense stuck on logo.

[RoadWorkAhead]

Same issue started today. Tried the list of suggestions. Removed device from my account and tried reset and factory reset over a dozen times. Tracker does not show as an available device to pair on my phone or in app. I don't appear to get a long vibration as described for factory reset. Sense stuck on logo.