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

[Guy_]

@Steve_Moonborn- thanks - the 0% is perhaps the clue, normally from a failed factory reset, or possibly moisture damage.

On my Versa, only get 0% for the failed factory reset when the battery is exhausted otherwise blank screen. The Sense may be able to show the logo and reboot even if the firmware update failed. Never found a way to repair the failed factory reset [due to a bug in the process without any recovery in case of failure].

The  stuck on logo is a different issue and more promising as it may just be it can't load an active clock face, due possibly to a bug.

Thank you so much for your feedback and persistence, useful information..

[Trent12]

This has just happened to me. It’s so frustrating 

[Ronhoch]

I'm in the same boat. 😞

[Moshriff]

Mines just done this as well 😞

[Guy_]

Hi @Moshriff  @Ronhoch  @Trent12 - this can be due to a failed clock or app load sometimes. Turn off the phone Bluetooth and if you can restart the watch or let it restart. If it continues rebooting then that is not the cause.

You cal always chat via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

[Steve_Moonborn]

Here is a video of the problem I am experiencing.  Video 

I hope it is okay to post this video.

[Ronhoch]

I still have my Versa 3, which is only slightly less capable than Sense 2 (when it WORKS!). Fitbit opened a case on my situation so we'll see what happens.

 In the mean time I'll continue using my Versa 3.  🙂

[VP-]

I ran into a similar boot loop issue on 2/4. Support offered the lame 35% off on a new device after sending me instructions on how to hard reset because I’m in the 18th month of my Fitbit sense use. No instructions have helped so far. This is a scandal against loyal customers. 

[blomman00]

same problem here

[Douggie66]

They did the same with me and basically told me that tough luck here is 35% off a new one. Another corporate scam to get new sales and or lose customers, which obviously isn't a big deal to them. I hope people read these complaints and drop fitbit.

We didn't ask for the upgrade it automatically started itself. So we were unable to disconnect Bluetooth and now Fitbit has broken our watches.

[Miamiga]

Similar problem -  Sense screen is completely black since yesterday.  It is fully charged and sometimes buzzes when I press the side button but the screen doesn't show anything, not even the fitbit logo.  I've tried all the recommendations I could find - even the best answer didn't work. After I followed the best answer steps, the Sense can't be paired with the phone - It can't be found.  I called FitBit and they told me that the warranty team will contact me shortly.  It was working fine with no hint of trouble and then suddenly didn't work a week after the warranty expired.  I hope FitBit does the right thing and replaces it at no charge.

[Douggie66]

I hope they do, but they sent me a reply and gave me a 35% discount on a new one after breaking my old one. What a great deal eh!! NOT

[Miamiga]

For my situation.. FitBit offered free replacement of same Sense or 50% off new product.

[Douggie66]

Was it still under warranty?

[Ronhoch]

I've been reading horror stories and negative experiences with Fitbit support here and on other platforms. I have no reason to doubt other's experiences but want to share mine. I'm thoroughly satisfied with support I received. I contacted Fitbit support via Twitter on 10 Feb and a Case was opened. I received RMA/Shipping labels on 14 Feb and sent my defective Sense 2 same day. I received my replacement unit today, 22 Feb. I successfully set it up and retired my Versa 3 to "Back Up" status.  No horror story here! Great customer service!!

[Steve_Moonborn]

@Ronhoch , my experience with customer service has also been good. They have replaced, at no cost, 2 Fitbit Senses which were under warranty. 

I think this specific bootloop problem may recur and that after the one year warranty period, then I may simply get offered a 35% discount on a new product. I hope that Fitbit will investigate the problem and either fix it or if that is not possible then extend the warranty. 

[Balletforte]

Same situation here. Mine started doing the vibration yesterday in the middle of the day. I thought it was related to the update alert on my Fitbit app telling me I needed to update my IOS. So last night I did the update hoping it would resolve the Fitbit and it did not.  My sense is less than 5 months old. It doesn’t even shut off until the battery is drained. I’m beginning to wonder if this is Google’s way of pushing people to their new smart watch.

[Steve_Moonborn]

@Balletforte since your watch is still under warranty I would guess that Fitbit will replace it. You just need to call customer service. My experiences with Fitbit's customer service has been good.

[intlinsid]

None of the proposed steps worked.  What are the steps to get replacement please ?

[VP-]

I would not replace with Fitbit. They do not stand behind their hardware. They do not have a support system that even looks (for a $ charge) at failed hardware beyond warranty.