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

[kateside]

All of a sudden, my Sense watch stopped working. It is showing that I need to download fitbit app to begin. I cannot use my watch at all. 

I have tried to download the upgrade on the app, disconnected my watch, uninstalled the app, restarted my phone and nothing is helping. Customer Support is being useless. This is a horrible experience. Has anyone had something similar and been able to get out of this loop? The upgrade keeps failing. 

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This did not work for me. This is extremely frustrating and I will not be buying fitbit again at this rate. 


Moderator Edit: Clarified subject

[Guy_]

Hi @kateside - when the watch displays that message it may have returned to factory reset state for some reason and needs to be setup again.

See How do I set up my Fitbit device?

[MarreFitbit]

Hi there, @kateside. It's nice to see you around the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Sense is still stuck on that message. I understand your concern and how you must be feeling, we're here to help you! 

As @Guy_ has mentioned, as per the message on the watch's screen, it seems that your Sense is asking to be paired to your Fitbit account again. With that said, I'd suggest following the steps below:

• 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.

Once you've completed the above, please follow Guy_'s advice and set up your Sense again. 

[Lalalandian]

My sense all of a sudden went haywire and stopped working yesterday as well. It was on a reboot loop and now it won’t turn on again. 

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After a dead screen and constant charging from all the rebooting, I let my sense sit for over 24 hours before I tried my other charger and it actually started working again. So I think there might’ve been some sort of update that we weren’t aware of? I hope yours came back to life as well! 

[Musicmommaof4]

My Fitbit stopped working in the middle of the night…my Fitbit Sense will not go further than telling me to download the Fitbit app over and over again. I have done this, registered the internet connection, and the watch seems to have connected.  But watch face still asks me to download the app.  I cannot get a clock face or any of the features expected

 I've removed the device, and re-added multiple times...Same result: The wifi update is unsuccessful. Also attempted the update over bluetooth, but no luck. The watch is paired to the phone, and I can update the wifi network successfully. I’ve unpaired and repaired several times.  I’ve restarted my Sense as well as phone several times. Very frustrated!!! 😡 

Sense version: 7.5.8

and I tried all your suggestions above….

[Guy_]

Hi @Musicmommaof4 - have you tried to factory reset your watch then try the instructions posted by @MarreFitbit 

You can always chat via the Fitbit App, Help & support section, Contact Customer support for help with that.

[Musicmommaof4]

Yes I tried that as well as what @MarreFitbit posted and my Sense still doesn’t work..just goes right back to the “download Fitbit app” screen

[Guy_]

@Musicmommaof4 - in case your watch developed a Bluetooth fault, try removing both Bluetooth Sense entries.

Restart the watch and do a Bluetooth scan and see if the Sense is found. This will at least check the watch can connect.

If so, logout of the Fitbit App, swipe off the active window and in Android clear the storage cache and force stop it and reboot the phone, then to set it up again.

[Musicmommaof4]

This did not work either..I was able to reconnect with Bluetooth. I tried the rest of above but still goes right back to the download Fitbit app.

[Hardik2320]

@Musicmommaof4 facing an same issue. did every possible things still saying download app. however, sync is working fine but not able to update software.
@MarreFitbit do you have any idea?

[toddcdebolt]

I tried this about 3 times. I did the update more than 5 times.  None of this is working.  I turned my phone and bluetooth off for 5 minutes and disconnected the Sense and bluetooth

[KrispyDoodle]

Mine is doing the same thing. Has anyone been successful in getting it to work again? Good luck!

[Guy_]

Hi @KrispyDoodle - did you try running the watch setup in the Fitbit App and select replace as a first step?

[kendino]

Hi I'm new at this, But my Sense is doing the same thing has been for a few days. I've also disconnected, paired again, uninstalled the app and pretty much everything others have done in previous posts with no success. I'm unable to find a contact email address for Fitbit so if anyone can help with that I'd be very grateful. Cheers K

[Cwasmer1]

I'm in the same boat. I'm waiting for a success story on how to fix this. I'm on a week of trying to get this to work. Not only is my Sense doing this, but now my Versa2 as well.  At this point I believe these are paperweights so we have to buy new ones.  HELP!!

[Guy_]

Hi @Cwasmer1 @kendino  - did you try removing the Bluetooth entries for the watch from phone and in the Fitbit App, the device from your account and running the setup (with replace possibly) to set it up again?

You can always chat via the Fitbit App, Help & support section, Contact Customer support.

[badFit96]

Was the fix for the download message on the watch ever found?

My watch is useless at this point. To say I now hate this watch is a HUGE understatement. My alta was perfect. I went with another Fitbit after the good experience with that watch. This one has been a dud since I purchased it. I'm stuck with purchasing charger cords and the absolutely worst design for charging imaginable. I should have gone with the Apple watch, but it was just outrageously expensive. But I now have so much regret with my Fitbit Sense.

[boosehome]

This worked...my phone suddenly returned to factory reset in the moddle of my workout.  I followed the steps and service is restored and all my stats are still tracking.  Thank you for your help!!

[kateside]

mine is the same!

[kateside]

This did not work for me. This is extremely frustrating and I will not be buying fitbit again at this rate.