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

[TigerKatu]

I'm using Sense. After updating the app and Sense software, the watch screen is stuck in a loop of "Please install the app" in multiple languages. Of course, the latest version of the app is installed. What should I do?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @TigerKatu. Thanks for stopping by in the Fitbit Community Forums. It's sad to hear that your Sense got stuck on that message just right after the updates. I understand where your concern is coming from. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If the steps that our team has provided did not work, please feel free to contact them back for further assistance. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

We look forward to getting you back on track. 

[TigerKatu]

Support team

Until around August, I was able to synchronize Sense and my smartphone and
use it without any problems.
I recently couldn't sync, so I updated the app to the latest version and
connected it to Sense.
I have tried updating my device several times without success.
Enter the 4 digits displayed on the clock, and the progress will increase
until the final clock screen appears.
It turns green and shows ☑ from left to right, but then the clock screen is
in multiple languages.
In Japanese, the message "Please install the app" is displayed repeatedly.
Of course I have the app installed, and because I do, I can update my
device.
How do I complete the setup?

==== Continued below
I did a factory reset as you suggested.

After that, I set up WiFi and Bluetooth, connected to the device, and
downloaded and installed it.
At the end (after the clock screen turns to ☑), the smartphone app will
appear as an attachment.
I get an "update failed" error.

For the watch, just like before doing the "factory reset", it says "Please
install the app" in multiple languages.
is displayed repeatedly and does not function as a clock.

Please tell me the correct way to deal with this as soon as possible.

The forum says that the app is buggy and can sometimes get stuck in an
endless loop of errors.

If so, please fix the app as soon as possible and Sense will not work as a
watch like before.
Please fix it so that it works properly as a sensor device for things like
sleep.

[sakura12]

Hi,

I also did a factory reset on my Sense 2 and I got the same issue afterwards. I tried all the usual tips, but got stuck the same way you are. However, out of desperation, I seem to have finally found a fix.

There are probably extra steps you can remove from what I did, but I prefer to list all the steps I took just in case.

I deleted the fitbit app, deleted Fitbit from my Google account and removed the watch from my registered Bluetooth devices. I didn't want to wait the 30 days for permanent deletion of my account. So, instead, I used a different Google account to create a new Fitbit account. I was able to set up my Sense 2 as if new and the update to the latest firmware for the watch worked. Then, I removed the Sense 2 from that account. I logged back in my Google account, re-installed the app and added my watch...and it worked! 

Maybe you can just delete it from the app and just connect to another Google account to so the update and then connect it to yours again. The issue seems to be affecting the firmware update needed following the factory reset.

Note that it did a few loops of the logo with a progress bar at first, which worried me, but I eventually figured out it was the apps re-installing. Once they were all installed, it stopped.

So far it syncs normally, but I just did this fix today. At least it's not bricked anymore. Hope it works for you too!