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Sense stuck on the Fitbit logo after latest update

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‎09-27-2023 10:49 - last edited on ‎10-02-2023 06:55 by Fitbit Moderator

‎09-27-2023 10:49 - last edited on ‎10-02-2023 06:55 by Fitbit Moderator

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

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73 REPLIES 73

‎10-01-2023 17:50

‎10-01-2023 17:50

Stopped working today after charging. Frozen on logo. 

Best Answer

‎10-01-2023 18:10

In response to Patrickcs

‎10-01-2023 18:10

I have been a FitBit user since they first came out on the market. My last FitBit was a Versa and had absolutely no issues with it. After 5 years it died and I got a Sense. I’ve had no luck getting my texts and calls after I did an update on my IPhone. This is very frustrating and disappointing not to be able to use these features that I’ve become dependent on.  

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‎10-02-2023 04:28 - last edited on ‎10-04-2023 11:27 by Fitbit Moderator

‎10-02-2023 04:28 - last edited on ‎10-04-2023 11:27 by Fitbit Moderator

HI, I noticed a slight descrepancy with the steps, then yesterday I couldn’t log exercise, keeps coming out of it, so decided to restart it, it went into a boot loop of just going in out of logo screen. Contacted fitbit as now appears dead, can’t reset up the device in my phone as Bluetooth won’t find it. It’s 2 3/4 years old.Fitbit have offered a discount for a new one, but I’m not convinced that’s it’s to do with the change to the google dashboard as was fine before.

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‎10-02-2023 08:00 - edited ‎10-02-2023 08:11

‎10-02-2023 08:00 - edited ‎10-02-2023 08:11

Exactly the same scenario here.   This is fraudulent behavior by FitBit.   Their software update has inflicted the damage to all of these devices.   There is no court in the land that will allow FitBit to arbitrarily  ( due to an unintentional error on their part or not ) end the life/service of this product and render it unusable.  I am first going to contact Amazon for restitution and clarify specifically the way that FitBit "support" is operating.

 

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‎10-02-2023 12:30

‎10-02-2023 12:30

I also have the same issue. Sense went into a reboot loop, which ended up draining the battery. Now it won't charge at all, or perhaps gets only enough charge to hit the reboot cycle, which then drains what little charge it was able to get. Contacted chat support, they escalated to the warranty team. I expect I'll get the typical 35% coupon as well. I've had to replace far too many FitBits with the 35% discount after less than 2 years of operation. I've canceled my FitBit Premium subscription, and will be switching to Apple Watch with likely MyFitnessPal subscription to replace the food logging I was doing with FitBit. 😞 

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‎10-02-2023 13:33 - edited ‎10-02-2023 14:02

‎10-02-2023 13:33 - edited ‎10-02-2023 14:02

Have you tried this...? https://www.youtube.com/watch?v=VPdxccnefiM

My Sense was stuck in the boot loop so I removed the device from the Fitbit app, and Bluetooth, did the factory reset instructions and then set it up again from scratch in the app. It seems to have worked, but seeing as Amazon has agreed to offer me a full refund already for the dead watch, I'll probably just put it in the post to them tomorrow as these devices seem to be getting flakier. 

Essentially:

1. Press and hold button for 8 secs until screen turns off. After the screen turns off there will be a short vibration. When you feel the vibration release the button and immediately press and hold again.

2. Wait until the logo appears then disappears, then release and press and hold the button again.

3. After you feel a vibration, release the button and wait... pray... there might be life. 

Good luck!

Best Answer

‎10-02-2023 15:14

In response to SunsetRunner

‎10-02-2023 15:14

Thanks @SunsetRunner . I tied several times until this had done the trick and enable to at least reset the device.
The big "X" in red will appear, but then it needs to connect to the phone with bluetooth and use the FitBit app in the phone to sync to reset it.
This proves the device had no hardware issue and for the ones that were "diagnosed" by the Fitbit support that the device was dead and the only solution was to take the 35% discount off for purchasing a new Fitbit device, there is no need for that. For the ones that were obliged to do that, please check your rights given the evidence now shows there is a way for the devices. This was caused by the latest software update by Fitbit and they were able now to stabilize a situation.
Even though I am extremely disappointed. I had to keep active, literally putting a lot of posts for awareness and keep anxious of almost lost a quite new device I paid with my hard work earned money. It is a big red flag for Fitbit. By the way, as I was looking for alternatives as I would need a new device given the previous situaiton, I found out about Amazfit. They have very good devices that are growing and launching better and better devices with a huge batterly life and very affordable devices, in case you will look for an alternative device.
I am very stresssed out, but now relieved with having my device back. Take care everyone.

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‎10-02-2023 15:20 - last edited on ‎10-04-2023 11:27 by Fitbit Moderator

In response to rs2023

‎10-02-2023 15:20 - last edited on ‎10-04-2023 11:27 by Fitbit Moderator

after being dead all day mine went back into boot loop and after spending more hours trying to reset it still no joy and it’s died again now, frustrated is not the word!

Best Answer

‎10-02-2023 15:44

In response to Treesie800

‎10-02-2023 15:44

make sure you contact them. I ended up getting to them on Facebook of all places - I tried to do a contact us on the site, refused to make a twitter account just to dm them, they reached out to me when I made a comment on there. I went through several steps including trying the factory reset. Nothing worked. I ended up having to put it away in another room because the constant boot loop was driving me crazy

 

Best Answer

‎10-02-2023 16:58

‎10-02-2023 16:58

My fitbit sense is stuck on the fitbit logo. I've tried a soft reset but nothing changed. Still stuck on the logo. Any help would be greatly appreciated!

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‎10-03-2023 02:58

In response to rs2023

‎10-03-2023 02:58

Unless Fitbit gets this problem - that they created fixed ASAP - I'll be switching to an Amazfit product. Tired of using up my time on this nonsense.

Best Answer

‎10-12-2023 06:00

‎10-12-2023 06:00

Same. Stuck on logo for the past two weeks. I put it in a drawer and left it to die hoping that it would reset after it went back on the charger. No dice. Back to the logo screen.

Best Answer

‎10-12-2023 07:07

In response to mrarbitrarynum

‎10-12-2023 07:07

Definitely contact them. I went to a Facebook post and publicly complained and they offered me a replacement or 50 % off another. I went for a replacement because I will likely not get another Fitbit when the new one does. Just FYI I was just one month past the end of my 1year warranty.

Best Answer

‎10-12-2023 08:56

In response to Patrickcs

‎10-12-2023 08:56

Me too!  Ridiculous!  

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‎10-12-2023 13:00

‎10-12-2023 13:00

Really angry about this. Mine working for a long time then suddenly stuck on logo. Did various resets and still screwed up. A watch should last for many years.  This is total bull. And the new app revision is bad and several functions don't work.  And can't get a hold of Fitbit. This is a story about how to kill your customer base. Not happy about buying a 300 dollar watch that Doesn't work!

Best Answer

‎10-12-2023 13:07

In response to SensibleGal

‎10-12-2023 13:07

Fitbit killed my Sense watch and created a lousy app. Going to cancel all.

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‎10-12-2023 13:20

In response to SunsetRunner

‎10-12-2023 13:20

I agree! Mine sits here with the darn logo on it and I've tried
everything. Uninstall, turn off Bluetooth, reinstall, turn back on and try
and reset up.....NOTHING! Hate the update and if that's what caused all
this, hate it even more!!
Best Answer

‎10-12-2023 13:53

‎10-12-2023 13:53

I am having the same issue with zero help from support.  Has anyone had any luck getting this resolved?

 

Best Answer

‎10-12-2023 15:17

In response to SunsetRunner

‎10-12-2023 15:17

I had to get rid of my Ionic as well, I loved it. It lY flush to your skin and not a bubble floating on your wrist. I think they had to recall it because of copyright infringement when music was downloaded. Like you I chose the Sense. It is okay, but I still don't care for its design. My screen went to the fitbit logo around 6am CST today. Who knows if it will return. If my fitbit isn't still covered under warranty, it may be time to go elsewhere.

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‎10-12-2023 17:50

‎10-12-2023 17:50

Mine stopped working just a week ago. Stuck in the boot loop with just the logo, otherwise completely non-functional. Cannot factory reset. Customer service told me to change the clock face (to the one it was already on) and then sync it, but it won't sync at all. I haven't had time to progress beyond that, not I've only had it 1.5 years. Pretty disappointed and feel like they just want everyone to buy a new one so they're killing it on purpose. 👎

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