Sense stuck on a reboot loop

[hollytolo]

Fitbit sense stuck in reboot / startup loop. All prior posts have the same reset suggestion and it's not working on this sense. What else to do? Thanks

Moderator Edit: Clarified subject

[Klawdy]

Yep, I'm also in the same boat.

[DREverett]

It stopped doing the loop but now it is just stuck on the main screen, will not respond to touch.. I have reset it by holding the side button down .. still nothing… I have enabled & disabled the quick view..

[Krissylynne1]

I spoke to customer service last night regarding my one year old Sense not syncing and now not connecting at all.  The answer I recieved was my watch is defective and to buy a new one. After mentioning that this is occurring with my daughters Fitbit as well as 6 other friends of mine I was told that I'd recieve an email the following day.  So today I recieved the email....it told me to buy a new Fitbit and they'd give me 35% off when I purchase directly from their website.  WTF?!?  MY Sense is a year old and I take really good care of it. They refuse to admit it's a problem with their app.  Is this just a ploy for Fitbit to have people buy new watches?   If this isn't resolved I will not be buying a new Fitbit.  Too many other options out there.  I have a $300 watch that is stuck on a reboot screen and 100% useless.   

[Klawdy]

I followed the reset instructions that I received via the Help chat.  No joy.  So they're sending a replacement.

It's really disappointing because I purchased this one as a replacement for my Ionic which was subject to a recall.  I hope the new one survives for a decent length of time.

[Krissylynne1]

They are refusing to reply to my email. I have spent tons of money on Fitbit over the years with many devices for everyone in my family. If they don't make this right (and for everyone else that's having the same issue) I am 100% done with Fitbit. My friend ditched fitbit and bought a Garmin and absolutely loves it.

[JazzyTough]

I am having the exact same issue. Tried removing and reading and nothing is working.  It can’t even find the sense. 

[hollytolo]

They stopped responding to this forum. I called the 1-800# and they sent a email for 50% off a new device or full comp on replacement sense. I'm going to see how far a replacement goes. Try it and see where it goes it my best advice. Best of luck. 

[Krissylynne1]

I took everything off my phone and turned off my watch. This morning I downloaded the app again and my watch synced to it and went through a lengthy "upgrade/ download" that took about 20 minutes. So far, I haven't had an issue. The Fitbit customer service is terrible. They still say there was not an issue on their part.

[bluesky2022]

I had the same issue back in last October, just 3 months after I got the new Sense.  I tried the suggestions on this forum, to no avail.

Finally I contacted their support via online chat. Also went thru their troubleshooting steps. No luck.

I got a free replacement before Christmas. So it's working fine. We'll see how long it will last.

[Trey3500]

Mine just started to do this too. I tried all the steps and just like everyone else now my phone can’t find the watch. It’s super annoying 

[Guy_]

HI @Trey3500 - on the off chance you changed a clock face, try turning off the Bluetooth on the phone and see if it stops rebooting and post back.

[W0lf42]

Regrettably, I have the same issue as everyone else in this thread. It is clearly the device in a panic reboot loop. It looks like the only success people have had in this discussion thread is to buy a new device.

[hollytolo]

It's a pain, but tough out  a call to their 1-800#. They sent me a replacement for free. I fully anticipate this going to hell in another six months to a year, but at least it's something. Good luck 

[Steve_Moonborn]

I am having this problem with 2 senses.  The first was about 8 months old. I tried the steps that I could find online. I called customer service, who were very nice. I tried the steps that they suggested. When this didn't work, I was offered a replacement as it was under warranty.  On the replacement, I did not install any watch faces.  I also did not install any programs that were developed by anyone other than Fitbit.  The replacement was approximately 2 months old when it started doing the same thing.  I tried the steps outlined in this chain.  I called customer service and they are sending me another replacement.   While I am happy with Fitbit's customer service, I'm concerned that there is a flaw with these watches and that when the warranty is expired that I am going to have the same issue.

I hope Fitbit's commitment to customer service will mean that they help anyone who is having this problem get a replacement.

[Guy_]

Hi @Steve_Moonborn  - did you try turning off the phone's Bluetooth? Did that stop the rebooting?

[assanya]

My sense got a FW update and after it got stuck on Logo. Reset or factory reset does not help. Fitbit gave an option of 35% off for a new purchase which is not what Id like to hear as a solution to the problem they created.

The device has NOT been physically damaged NOR water damaged. So its clearly the FW update that screwed it up.

This pushes me far back from the "loyal" customer status.

One of the customer service statement: 

22:55:48 Agent: Maria O.: I know how important it is for you to maximize the product that you've paid for. We sincerely apologize for the inconveniences and negative experiences you've had with your device. It's not of our interest to build faulty products, those are built to last and we stand behind them at all times.

---

Well, apparently "all times" mean till the warranty expires. So much BS in this statement.
Oh, there is no service centers. So you cant even try to fix it.

[Steve_Moonborn]

Thanks for the message. Yes, I've tried that, along with a lot of other things, and it did not help. 

[Guy_]

@Steve_Moonborn- thanks - does it reboot very quickly? If not, did you do or were you able to do a factory reset?

Also did you try removing the watch Bluetooth entries and the watch from the Fitbit App and then running "+ Set up a Device" with it on charge.

It may well be damaged but worth trying different things in case it is recoverable.

You can also try What should I do if I lose my Fitbit device?

This will tell you if the Bluetooth on the watch is working or not.

Of course you can always chat via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

[kled17]

Mine is doing the same thing I can’t even reset it now it looks like this 

[Steve_Moonborn]

@Guy_ Yes, it's stuck in a bootloop. First, it does a single vibration with a dark screen. 3 seconds later it displays the Fitbit logo for 3 seconds and then the cycle repeats. The only time it shows anything different is when the battery runs out, the. The screen will show that the charge is at 0% when you connect it to the charger.

I've tried so many things:

• Turning off Bluetooth,
• Turning off the phone,
• Holding the button (every combination I've seen in these threads, and found on the web including YouTube and reddit),
• Holding the button constantly for several minutes,
• Pressing the button over and over quickly for several minutes,
• Uninstalling the app,
• Reinstalling the app,
• Letting the battery run down to 0%, then trying the items above (even when it at 0% it seems to retain enough power to display 0% for a couple seconds).

On my older sense (8 months old), after Fitbit sent the replacement (the one that is now less than 2 months old and has the same issue), before throwing it away I figured I had nothing to lose and opened the Sense by removing the physical watchface with heat. Then I physically disconnected the battery to see if that would reset the watch. I pressed the button repeatedly to discharge any power saved in any capacitor. Even after this, the same problem persisted.

Because I read people's theories that the problem had something to do with watchfaces (software), on my second Sense I did not download any watchfaces.