Sense stuck on Fitbit logo

[Popjig]

Hi there - my fitbit sense also stuck in restart loop / black screen.. Have tried restarting (it’s not vibrating at all despite lots of attempts), it did flash back on for a few minutes, thought I’d got it sorted by adding / pairing new device again, worked for few minutes then stopped again (this time randomly showed temperature gauge (not appropriate as neither too hot nor cold), then it showed 0% battery symbol (also not true as fully charged to 100% earlier today, and also on charge again….) tried different charging cables none of it works - has there been an update from Google that’s caused this?? 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Popjig. It's nice to see you around 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 still stuck on the Fitbit logo. I understand your concern, I will do my best to help you with this!

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?

[Lalalandian]

My sense was also stuck in a reboot loop. Now I have a black screen and it went dead after being charged to 100%. More than one person is complaining about this? It doesn’t seem like coincidence. 

[Popjig]

Hi there - I’ve done everything suggested - managed to get it working for one day - but now it’s lost power (from full charge to zero in just a few hours) now black screen only for a day - nothing works. This has been a perfectly well performing watch until Friday - it seems many people are having the same problem - there must have been a software update that’s caused this (I’m reasonably tech savvy - this does not perform like a hardware issue). If Fitbit are also suffering high call volumes is there a notification that can be sent out to explain (or are we just all being ignored?). What action can we take??

[Lalalandian]

I thought mine was dead for good. I tried my other charger and after a full 24 hours, it came back to life. It was odd that it went from 100% to 0% twice in less than an hour. So, didn’t think it was the battery. However, I do think there was some sort of update that we weren’t aware of because my sense is no longer vibrating and rebooting. Maybe try a different charger if yours hasn’t started working normally again? 

[RoadWorkAhead]

Same issue started today. Tried the list of suggestions in other members posts with same issue. 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.

[LKW_FI]

Same thing happened to me yesterday. I thought my Fitbit finally broke (this is my 4th Sense, and all have broken faster than the current one). The instructions given earlier this thread (press the button until Sense vibrates and screen goes off then immediately long press it again until vibrates) does not work since the side button doesn't react to touch at all. 

[Acvs]

The same here, only the logo appears on the screen, and it vibrates when I touch the side botton, nothing else 

[ToniieAlonso]

Estoy pasando por lo mismo y ya ha pasado un año y no le encuentro solución.

[N1fty]

I have the same issue and even though I have managed to initiate a full firmware update 3 seperate times, after each load completed, the watch was still stuck on the Fitbit logo.

Is the current firmware source broken?

Any suggestions?

Thanks in advance.

[SVJames]

I have been having this same problem with my Sense for the past week.  I've tried all of the recommended steps and still just see the logo.

[zoellewellyn.zl]

Same problem here. 

[Orpiper]

I have the same issue.  The watch was working fine on Monday and then when I got up Tue morning, it was a blank screen and wasn't responding.  Held the button until I felt it vibrate then the logo popped up.  Its been stuck on the logo ever since.  I've tried the moderator suggestion several times, but nada.  Frustrated...

[StéphaneM]

it's weird no more replies...

they tell us all to do the same thing, but it doesn't work, the hard reset procedure is already completely stupid when the screen doesn't work.

there has been an update and it doesn't work properly but as there are many users concerned fitbit is turning a deaf ear i hope this way of doing things will cause you a lot of problems

the service cleint is null, and the SAV non-existent it was my first and last fitbit after 6 months of use.

Translated with www.DeepL.com/Translator (free version)

[N1fty]

I really loved my Fitbit Sense and if it had just “died” I would understand because it’s electronic. But the fact that I eventually managed run the firmware update multiple times and have it return to the looping logo makes it look a lot like a software error. And that’s a company support issue. 

I believe an earlier update in 2022 caused a lot of similar issues according to the Forum but I didn’t have personal experience of that.

 What I did manage to do was actually get it reset enough to do the update 3 different times using iPhone, Android and iPhone with Bluetooth (really slow) but it always returned to the looping Logo state 🙁

 These steps got me to an error message that eventually let the watch connect and update the firmware but the steps don’t seem to work anymore;

 Hold the button until the logo disappears and wait for the buzz.

Release quickly and hold again waiting for the logo to appear and disappear then release and hold again until you feel the buzz. Then release it and wait.

 This is when I got the big red X and at some point was able to reconnect the device to the Fitbit app and initiate a firmware update. But it failed at the end each time.

 The hardware seems fine because I can see it when I connect to my Mac and the fact that it seems fine makes the whole situation worse.

 Anyway, I probably should have just replied that I have an Apple Watch now and it has a better heart rate variability sensor than the Garmin according to reviews but you would need to do your own research if that was a deciding factor.

[Tomvv]

Fibit got stuck in logo modus....

[RoadWorkAhead]

My Sense had the same symptoms including the temperature gauge, 0 to 100% and immediate back to 0%,  and now will not take any charge. Tried 3 different charging cables all of which work ok with a different sense. I suspect the battery was going bad and the rebooting was due to the weak and failing battery.

[Lalalandian]

I agree. Mine was working again fine for a few days and then today, it’s gone haywire again. It must be something sent from Google. No way should this be happening to all of our sense watches simultaneously. We are just a handful of people posting, imagine how many others are not posting? Although it is currently working. (It stopped at some point this afternoon). If this watch dies for good, I will not buy Fitbit again. During this last month, there has been a slew of issues and no word from customer service as to why our watches are misbehaving and dying. There is a generic solution which they keep repeating and it is not working. I will not make the same mistake by supporting this company in the future. I have all Apple products and I guess it’s time for the Apple Watch. This battery is lasting less than two days now when it used to last a week. So if I need to charge everyday, might as well get the Apple Watch. Do you like yours? I do not use my sense for calls, music, or messages. I just use it for heart, oxygen, and sleep monitoring. I was looking at Garmin also…

[fedex1]

The key to this factory reset process is for the Fitbit sense the reset process just shows a blank screen for a very long time. I did not time it but it was a long time like minutes. 

During the time when it is wiping the device do not press the button because I think that will just interrupt the wiping process. 

There's a very big difference between a hard restart and a hard factory reset. 

A hard factory reset requires you to reconnect everything. 

You need to also remove the device from the phone which requires multiple steps. 

The best video to see the factory reset sequence by key is https://youtu.be/xc-5qnNY5Aw?si=pzmpPPQOv6lEiLmm

Go to around 7 minutes. 

There is no feedback during the wiping process it's just a blank screen people probably get impatient and interrupt it.

[Casa59]

This is what is happening to mine now. It's just dead with the button having absolutely no movement. I'm onto my third Sense pebble. I'm a little perplexed as to so many things going wrong with this.