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Sense stuck on message "To start download the Fitbit app"

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‎06-11-2022 03:34 - last edited on ‎06-11-2022 05:00 by Fitbit Moderator

‎06-11-2022 03:34 - last edited on ‎06-11-2022 05:00 by Fitbit Moderator

After my Fitbit Sense got wet I had a black screen (Sense should be water proofed !!!). Hard reset (15secs) did not work. I dried it in rice for about 5 days. After a hard reset I got the re-install screen on my Sense. So I connected it to my FitBit App on my surface (with the cable) and re-installed my sense. This was working - it was generating the connection code and it was connecting and synchronizing - I did the ok sign on the Sense too after the installation. But the screen on my Sense still show that "I should connect it to the App" to install my Sense. Any hard reset does no change the screen on my Sense. I tried to download a new Clock on my Sense but the App did not get the installed screens so - it's turning for ever. Any hints how I can solve this issue - to make an overall reset or whaterver. 

 

 

Moderator Edit: Clarified subject

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‎06-11-2022 05:02 - edited ‎11-16-2023 02:18

‎06-11-2022 05:02 - edited ‎11-16-2023 02:18

Hi there, @ChrisKong. Welcome to the Community Forums. Thanks for trying to troubleshoot the issue with your Sense before reaching out. I understand where your concern is coming from. 

In addition to the steps you've done so far, please try the following:

  • Check if by any chance your phone's Bluetooth shows the Sense as a connected device. If so, please unpair/remove it.
  • Remove the Sense from your Fitbit account and your phone's Bluetooth settings.
  • Force quit the Fitbit app.
  • Turn off the Bluetooth.
  • Shut off your phone and turn it on after 1-2 minutes.
  • Turn on the Bluetooth.
  • Set up your Sense again.
  • If there is no connection, restart your Sense.

If you can't get started with your 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? 

Hope that helps. 

Maria | Community Moderator, Fitbit


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‎06-11-2022 09:08

In response to MarreFitbit

‎06-11-2022 09:08

Thx Marre. I followed the steps you provide but my Sense can not be found by my iPhone over Bluetooth - can the Bluetooth device be cracked on my Sense? Because if I connect my Sense with the cable to my MS Surface using the FitBit App - to device is found - but after installation and getting all the OKs - I have still the issue that the Sense itself shows that I need to install it.

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