Sense stuck on Fitbit logo

[JeepyTri]

Hi,

My fitbit sense was frozen since a few days on the fitbit statup logo.

I tried many times the hard reboot procedure.

I pushed 10sec / Vibration on the beginning / The screen turned off / The screen turned on with the startup logo and froze on this step every time.

Thanks for your help.

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @JeepyTri. Welcome to the Fitbit Community Forums. Thanks for the details provided in your post about the issue with your Sense and your time in trying to troubleshoot it before reaching out. 

In addition to the steps you've done, please try the following in the order listed:

• Unpair your Sense 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 Sense.
• If there is no connection, restart your Sense.
• Once your Sense 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. 

[JeepyTri]

Hi @MarreFitbit 

Thanks for your help.

I did every step by step. I block when I need to connect the Sense and the phone by Bluetooth. The phone never seen the Sense.