Sense stuck on the Fitbit logo

[KiwiNed]

Bought a Sense. Turned it on, set up the app. It asked if the four digit number on the device matched, it did and it connected. Then I set up the Wifi and that connected fine. 

However the Sense still has the fitbit logo on it and has the words To Start download the Fitbit App ???

Why is it saying this when I have already connected it to the app and the Wifi ???

Moderator Edit: Clarified subject

[Rich_Laue]

Because something went wrong with the setup. 

Please set it up again. 

[KiwiNed]

Have tried that three times and still the same issue. Have reinstalled the app and each time does the same thing. 

[KiwiNed]

And nothing came up as an error the whole setup went through with green ticks but still the fitbit screen stays the same. 

[LizzyFitbit]

Hi @KiwiNed. Welcome to the Community Forums. @Rich_Laue, it's nice to see you here and thanks for your help.

Thanks for the information provided and for every step tried on your own. I'm sorry that your Sense is stuck on that screen. Just confirm, may I know the model and OS/software version of your phone? Is the Fitbit app updated?

In the meantime, please give a try to the following:

1. Remove the Sense from the Bluetooth settings.
2. Turn off other Bluetooth connections that are nearby.
3. Force stop the Fitbit app and reboot your phone.
4. Restart your Sense.
5. Open the Fitbit app, tap your profile picture > Set Up a Device.
6. Select your Sense and follow the onscreen instructions.

[KiwiNed1]

Wouldnt let me post under KiwiNed anymore 😞 

Followed all those instructions and still the same. I am using an Iphone 12 Pro Max with the latest software. 

When I start to pair it it asks for the 4 number code to be entered, I did that and it shows a green tick. 

It asks to connect to the Wifi, I do that and it connects and I get a green tick. 

And thats where it stops doing anything else. Goes back to the black screen with the fitbit logo and telling me to start I have to download the fitbit app ???

I look at the app and it shows the sense is connected and shows the sense info but the sense itself still has the same to start download the fitbit app no matter what I do. The app etc is all up to date with latest software 

I have removed the sense and tried to do it again, I have created new fitbit accounts with different email addresses, I have hard rebooted sense and nothing works. 

Might just be easier to go back to the apple watch. 

[Johnjking]

I'm incountering the problem. What do I do?

[KiwiNed1]

Seems like I am not the only one 😞 

I called the "customer service" number only to end up trying to talk to someone in a call centre in Asia somewhere who had enough trouble speaking english let along trying to help me sort out the Sense problem. After waiting for 27 mins for someone to answer the phone and then another 15 mins speaking with someone who made no sense (no pun intended) I said stuff this, terminated the phone call and took the Sense back to the shop I bought it from and got a refund. 

Really is sad but it is what it is. I had been a long time user of Fitbit but not any more. 

[NDmom06]

This has happened to me too. I thought I understood that this was a temporary situation but I am losing patience and if I don't get some kind of information from FITBIT I will be returning this back. Right now it is a VERY expensive black bracelet!!!

[LizzyFitbit]

Hi @KiwiNed1 and @NDmom06. it's good to see you here again. @Johnjking, welcome on board.

@KiwiNed1 and @NDmom06, thanks for taking the time to troubleshoot your Sense. I understand where you're coming from and I'm sorry that you've gone through this situation. This isn't the type of experience that we want you to have and please know that your feedback will be passed along so our team can work and improve our products, services and overall environment. If you want to give your watches another chance, just let me know so I can get you in touch with our team.

@Johnjking, thanks for letting me know about your Sense. Because your post didn't mention, could you confirm if you've tried the suggestions posted above? Also, may I know the model and OS/software version of your phone? This information will help me to investigate on my end. I look forward to your response.

[Johnjking]

It seems to be ok now. I have not yet explored all its functions. I have an Android phone.
Thank you responding.



Sent from my T-Mobile 5G Device

[Kepw]

Same thing! I've done everything suggested and have been working on it since Christmas night. Trying to go back to factory settings to start over but am getting a big red X telling me it hasn't cleared and to sync and try again. Well, I can't get it to sync without removing it and starting again. Mine is going back.

[NDmom06]

Yep, mine is going back, too! Super Disappointed.
I might wait until the next product, or dare I say try another brand?
I've been loyal but this has been too much hassle and irritation.
Fitbit should have known better. I've always said there are not enough
women there making these important decisions, like is the product ready for
our loyal customers?
And don't bring it out until all the bugs are taken care of...even if you
miss the Christmas season!!!

[Kepw]

Found this on another post and tried it. "I uninstalled and reinstalled the fitbit app on my phone and it immediately forced a firmware update to the watch." I now am able to get beyond the Fitbit logo. I finally have a watch face. 

[LizzyFitbit]

Hi @Johnjking and @NDmom06. It's good to see you again. @Kepw, welcome to the Community Forums.

@Johnjking and @Kepw, thanks for keeping me posted and for your efforts while troubleshooting your watch. I'm glad your Sense was able to connect correctly and if you need anything else, don't hesitate to let me know. 

@NDmom06, thanks for taking the time to share your feedback about the Sense. I'm sorry that you've gone through this experience. Our team is always working on our products based on our members feedback, and yours won't be the exception as it'll help us to improve our services and overall Fitbit experience. You're always welcome back to the Fitbit family and if you want to give your watch another chance, let me know so I can investigate and help you with this. 

See you around.

[CarolinaCat]

I received a Sense for Christmas.  Turned it on, set up the app, connected to Wifi, the Sense is syncing, but it still has Download the Fitbit App on the screen.  The setup process said said everything was completed, but I can not use the watch.  I have removed, deleted, restarted, updated many times, followed suggestions and instructions, but I have had no luck.  In the setup, before the system said everything was completed, maybe it should have asked if the watch was working. 

[Johnjking]

Thanks for your reply and concern. Everything seems to be running ok thanks to your response.
Thanks again




Sent from my T-Mobile 5G Device

[weschero]

I had exactly the same problem. everything appears to install/update/config except when done, watch screen just shows "to start, download fitbit app". contacted support but they couldn't help. "We'll have someone email you" right. this is my first experience with a fitbit, so not a good start.

I did fix my problem though...

If you've tried everything suggested here, then:

uninstall the fitbit app from your mobile device

reboot your mobile device

reinstall the fitbit app to your mobile device

it was at this point where the app started sending new firmware software to the Sense

about 2 hours later (very slow firmware update) and the watch face appeared and all is good.

[NDmom06]

I really do appreciate you and I appreciate you taking the time to help me.
After your response I am tempted to try again.
This is huge because I was that upset and fed up with the Sense.
I have been a Fitbit customer for about 6 years.
I wanted to move up to get the most up-to-date heart monitoring possible.
I have the Blaze and it's been great. It has given me a lot of peace of
mind.
I have met several people in health care and they had the Apple watches and
they Really hated them but they felt stuck with them because either it was
a gift or they had shelled out a ton of money on them.
I do recommend Fitbit generally and the wealth of health information you
can use for your life.
I still firmly believe that they don't have enough different voices in the
room making big decisions. More women.

[Roxie1268]

Mine has done the same.  I have reboot my sense 5 times, removed fit it app and reinstalled, screen on watch still frozen.  Have only had it 3 weeks and on vacation and cant use.. can someone help, this is crap honestly..