Sense stuck on Fitbit logo

[Cynrae]

I was wearing my sense as I always do and this morning woke up to only the logo screen. I have held the button for 10 seconds trying to restart it and nothing. It goes blank and then comes back onto the logo screen. Any help is appreciated. I am not able to swipe, tap, nothing. It vibrates when I hold the button but then nothing again. 

Moderator Edit: Clarified subject

[NellyG]

Hi @Cynrae I would try putting it on charge and restarting it again while it is on charge. If that doesn't correct it, try the following

FACTORY RESET SENSE
1. Hold the back button for about 8 seconds. 

When the Fitbit logo disappears:

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. 

I hope that will fix it for you.

[MarreFitbit]

Hi there, @Cynrae. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Sense. @NellyG Thank you so much for your help. 

Please note the issue you're having comes from performing a factory reset without first unpairing your Fitbit device from your Fitbit account and phone's Bluetooth settings. With that being said, I suggest following the steps below in the order listed:

• Unpair the Fitbit Sense from the phone's Bluetooth and also make sure it's no longer connect to the Fitbit app. 
• Force quit the Fitbit app.
• Turn off the Bluetooth.
• Shut off the phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth.
• Set up the Fitbit Sense again.
• If there is no connection, restart the Fitbit Sense.
  
  

If you can't get started with the Fitbit Sense, usually a missing requirement is the cause. Carefully review the requirements provided in the help article Why can't I set up my Fitbit device? 

[Cynrae]

I have tried everything you have suggested to fix this issue and no luck. 

[MarreFitbit]

@Cynrae Thanks for following the tips and recommendations we've provided above. 

I've seen you contacted our Support Team just right after your last post and our team has already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance.

[mnwiaterskiier]

It must have been a faulty firmware update.  I was helped by Fitbit support. Fitbit offered me a 35% discount on a new watch.  Pretty lame after my year warranty expired. Basically, Fitbit admits the problem. Rather disappointing after being a Fitbit customer since 2014.  

[Cynrae]

I  agree with you mnwiaterskiier  because its not like it is not powering up. I get the logo and even sometimes when I do everything listed above and what support mentioned which was the same as listed above it goes like it wants to work and then nothing. Like you, their fix was 35% off of a NEW device instead of fixing the glitch in the old firmware that runs the device in the first place. Not a happy person right now because they only want to upsell you a new product for the money. Well for the money it cost to purchase the device in the first place they should last longer than a year or two. 

[mnwiaterskiier]

So how I love my Fitbit. Now even worse, I went to go see about purchasing a new Sense. Added it to my cart at the listed price of $229.95.  I applied my coupon for 35% off and the price went down to $194.97 unreal.  That would be a $34.98 discount, not 35% as the email stated.  

[Dinsdale1958]

In my case, that is not the reason the logo appeared.  I didn't do a factory reset or anything at all.  My watch was working perfectly fine this morning until l happened to look down and see the logo. I did nothing to cause this problem so this is Fitbit issue that needs to be resolved from your end.  No one should have to buy a new watch to replace one that worked until  some sort of automatic update we weren't aware of made the watch unuseable.

[Dinsdale1958]

Hello.  Did you ever get this resolved?  If not, I started a Chat with support and was able to get it fixed by adding the device again.  I wasn't able to get back any of the data (mostly steps) that hadn't been synced before the logo appeared, but everything else seems to be good.