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]

@plunkj @You should contact support. If you are under warranty they have been typically offering replacements. Some people have had better luck with the replacements. Some people haven’t. Hope it works out for you!

[Haugh]

My Sense 2 is not backing any info.  I've tried all the suggested fixes & nothing has worked.  I started using my Sense in January & never had an issue until yesterday.  

[Kimmie81]

Me as of 8:55 this morning. I've restarted my phone, I've turned off and on my Bluetooth, I've deleted the app and nothing. I say it's something on Fitbit end with their new update that needs to be fixed within their end. Not us 

[Patrickcs]

I did all of that before contacting support only to have them ask me to repeat steps that were not even possible... then they offer me a 35 % discount on a new device.... this is absolutely related to the app update and they are full of BS... been a user since 2011 and am very disappointed

Patrick Siver

[rs2023]

Hi @Patrickcs . We are all very disappointed. This situation is becoming ridiculous and no one from support and people from Google / Fitbit that are reading these posts are stepping up to help or provide some lights. This is not a hardware defect or any negligence of the customers on how to handle the device. It is clearly some software update gone wrong that for some reason did not cover all the quality checks and tests before being deployed. And now it is causing several users to be impacted and lose their devices. Mine is 2 years old only.

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Hi @Patrickcs One more important information: You may look for Business Bureau to file. Several people are starting to do it given clear evidence this is not an issue caused by us the users. This may help to have some fair resolution and not a 35% coupon discount to a buy a new device. I hope this helps.

[SmileyFace17]

The same thing happened to me. My watch has been working fine all this time. But when I woke up this morning to sync my Fitbit, I noticed that the app had updated and I still had battery life. But my watch was completely off and wouldn't turn back on. I tried everything and it still won't turn on. I think this latest app update totally bricked my watch and now I can't even use it. This is beyond frustrating and Google needs to roll back this update and fix it. In the meantime I'm stuck with a dead watch.

[rs2023]

@SmileyFace17 The issue is that the software updated caused this situation where it is not possible to have the own user to do a hard reset. The only way to solve it is to have Fitbit / Google to take the watch and refurbish it. I would reccomend to document a case to the support (it is 24/7) so you can get it documented as the 1st step.

[Deoge]

If it is less than a year old it is under warranty go to the help chat and tell them they should replace it 

[Rich32920]

If less than a year old get a refund and go get one from a different manufacturer 

[Drmass]

Yes, black display since yesterday. Went through all trouble shooting. Customer Service came back with a 35% discount for replacement. Time to change watch products. Going to check out Samsung.

[SteveM54]

Fitbit replaced my (less than a year old) Sense three times this year. They have offered me the same deal (35% off) each time and I always said NO!!!!. Then a two week turn around with me sending the old one back & waiting for the replacement to arrive back so I can try it again. VERY disappointed with this company. I've been without a working watch for four days with three phone calls to the service department and FINALLY got it to sync & turn on. Let's see how long this clown show lasts.

[Stephh7227]

Same issue 

[Patrickcs]

My response to the discount offer...I encourage others affected by this blunder to speak up...

"This is a totally unacceptable response for a problem your app update created…please take a look at your own community forum and see the high volume of users that have experienced the exact same issue…you sticking your head in the sand is a seriously stupid response. I have been a customer of FitBit since 2011 and this would have never happened under the leadership of the founders. However, now that it is owned by Google we get treated like sheep. Your arrogance is disgusting!"

[rs2023]

100% with you @Patrickcs . I never saw such obvious scenario where there is no negligence from the customers and it is clear a FitBit/Google update gone wrong. I thing these facts are not reaching leadership. The leadership would stand up and do the right thing even if it is a temporary loss to the company to fix these to the customers. The product as it was shipped seems to have a design flaw which prevents a real factory reset if some update fails like Fitbit clearly did in this event. On the long run if they do the right thing, they will keep their loyal customers. I am pretty sure (like me) we started already to look around and see what are the brands alternatives we can go if there is no solution for this. Extremelly disappointed with Fitbit / Google / Alphabet for this situation.

[Dhop56]

Yes did the update yesterday in the hopes of correcting the issue of needing to reboot nearly everyday sometimes as much as three times to connect to sync. Now…the time is messed up, it doesn’t track my sleep or my steps. Tried chat and no response once I mentioned the update. Frustrating. I think they either need to correct the update or replace the device. 

[rogerchew]

So it was a firmware update???? Mine randomly just died one day, the watch face was gone so I decided to reset the watch and then infinite boot loop....bought it 18 months ago, so outside warranty. what's the option? to call and get a 35% off coupon?

[KelsC]

If you reach out to support, you should be covered under warranty as it is usually a 1 year warranty

[rs2023]

@rogerchew This is a similar problem happening to a lot of users. Fitbit / Google / Alphabet is not recognizing this situation as something caused by them. As if the same issue happening to a lot of customers is our fault. And the only action they are taking so far is to offer 35% to purchase a neu product. This is not a reasonable solution. We are speaking up to see if someone with common sense in the company can see what is happening. The other option is to verify with Business Bureau to file a claim. I see several people verifying this option to check what can be done given this is not an isolated situation where the customers are self damaging their watches, but actually an issue caused by a software updated triggered by Fitbit which might had not been tested for all possible scenarios and something went wrong and it is not possible for us to do a manual factory reset. I hope Alphabet / Google / Fitbit do the right thing recognizing the situation is not caused by the customers. Of course there might be customers that will be ok to take this 35% discount, but a lot of us do not think this is a reasonable resolution. Try to think how much eletronic was this will generate. I would like to see how much sustanability is a priority in a big company or if it is only the talking.

[Kirstyboots]

Mine keeps telling me not counting steps any longer go through troubleshooting and nothing works also isn't synching 

[Blondie721]

Me! My sleep stats are inconsistent. I never know if im going to wake up to them or not. This redesign is so stupendously awful if its not fixed or returned to its former self on the next few months, I'm switching. I've already turned off my auto renew subscription. No way am I spending $80 for this garbage