Sense stuck on the Fitbit logo after latest update

[KelsC]

Hi everyone, 

I know it was discussed previously on another post about your Sense getting stuck in either a boot loop or getting stuck on the logo (which is what happened to mine). However, so many other users chimed in with different stories. I think it would be good to have a post strictly dedicated to the above issues and see how many have been affected. I haven't seen a single report where troubleshooting worked for these issues. So if your Sense stopped working after the latest update (around beginning of September), please comment. It would be great to have a rough estimate of how many others are experiencing the same issue as I don't believe it's just a coincidence. 

Moderator Edit: Clarified subject

[tarrzcoop]

Me. 

[rs2023]

Hi @KelsC Please check the other thread about the issue happening with the infinite loop. A lot of users impacted this month. Fitbit / google is not helping much. They are offering a 35% discount and two sets of free bands to purchase other device stating the watch is dead. Of course this is not a reasonable solution.

[SensibleGal]

Well, I updated today and can not find where my friends are. I was having problems before the update, finding my daughter. She created a google account and changed over, but a week later we still can't see each other. Now, after this update, there is NOWHERE to find your friends. Very disappointed 😞

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They stated the Watch is dead? Which watch do you have? I have the Sense, and I love it BUT in the app (after this recent update) you can not find your friends even if they did update to a google account. Very disappointing. 

[rs2023]

Hi @KelsC . Mine stopped working and it is the constant loop reset. I tried all the hard reset steps together with the support team that I called to and it was wasted of time. The support agent informed my watch is dead and it does not work anymore, what is very disappointing to thinkg of a watch I bought just 2 years ago. I asked to escalate to a supervisor whom answer me by email stating they can offer a 35% discount if I want to purchase a new watch and will also provide 2 bands free. I was shocked. It is clear it is a software update glitch and not a hardware defect.

[SunsetRunner]

Mine just seemed to die this afternoon. Was working normally and then all of a sudden the watch face was gone and after trying to restart it just shows the logo. Support was no help. I have a feeling I am outside of the warranty. I’m waiting for an email. I had to get a replacement last summer to replace the replacement I had gotten after the ionic recall. I am not impressed with the sense at all. I miss the ionic. If the only offer given is a discount off a new watch I’m done. It’s not worth it. I barely worked out this past year with my current watch and really only started to workout this summer. No reason it should be broken already. 

[Trish_NE]

Me as well!

[Deoge]

Mine to the logo loop so after a lot of complaining and report to the b.b.b. They sent me a refurbish sence and I did the update and so far it is doing good. Hope it stays that way.

[Caittune]

This seems to be happening to me too. I set it to charge and it didn't seem to so gently cleaned the contacts and switched to a different charging setup. Nothing. It is stuck in a boot loop. 

[rs2023]

Hi @Caittune Try the support to see if they can help you. This infinite loop is happening to a lot of users and they are responding they can't do anything. So far, the majority of the cases they are only informing the watch is "dead" and they can offer a 35% disocunt for you to purchase another watch. Personally I do not think this is a fair resolution for this situaiton. It is not a hardware defect caused by the end user. It seems to be a software update gone wrong given is not an isolated case. Multiple users are affected. Some of the users are starting to access Business Bureau to request guidance on what to do. I really would like to see Fitbit / Google management to step up on this scenario. If we have to put this watch dead to the garbage it will be a lot of electronic waste and a lot of frustration for the customers.

[tarrzcoop]

@Deoge I filed a complaint and haven’t heard back yet. 

[Caittune]

I've been reading that too. I tried to start a chat, and it also just crashed. Apparently it seems I'm not in luck today. I have been having synch issues for a while and I finally got it to synch again last week, wore it for a couple of days then when I went to charge it, it didn't seem to charge. Weirdly my husband's fitbit also didn't charge last night but not sure if that's related. He has one of the non "smart watch" varieties. 

[Deoge]

I also ask to speak to the chat peep’s supervisor and along with the bbb

[Patrickcs]

Mine stopped working immediately when the app updated today....been frozen on the logo despite repeated restarts of the watch

[tribri]

Mine went down this evening

[Rich32920]

Mine also bricked, have tried letting battery drain down for 2 months and recharge. Still does not work. Junk. Never buying a fitbit again

[Trish_NE]

So after opening a BBB complaint they offered me a refurbished replacement Sense. Received it yesterday and put it on the charger that came with my original Sense overnight.

It too is apparently a DUD. Can't get the thing to charge - tried charging it on two different chargers and nothing. Both chargers connect, it vibrates like it's connected - won't charge.

I sent them an email under my original complaint reference number letting them know that their replacement device is dead on arrival, and rejected their recent attempt to close the BBB complaint. 

Terrible. 

[rs2023]

Hi @Trish_NE . Thanks for sharing the information. This is useful for us users that were impacted with the software update and are not having any support been provided by Fitbit. I will do the same hoping for a quick resolution. I keep trying to contact support as well.

[cyndiobal]

I keep getting a message saying my Fitbit isn't tracking my steps.  I have no clue how to fix this.  Also I don't like the new look.  Very plain.

[plunkj]

My watch is less than a year old. I don’t see anything about warranty information on the App. Any help would be appreciated. Thanks