Sense stuck on white Fitbit logo

[iJoseLopez]

Hello,

I just unpacked my new Fitbit Sense. So happy! But after following the setup procedure, it got stuck on the white Fitbit logo.

I have tried the following steps on different devices:

• Removed the Sense from phone's Bluetooth.
• Force quit the Fitbit app.
• Turned off the Bluetooth.
• Shut off the phone and turned it on after 2 minutes.
• Turned on the Bluetooth.
• Setup again the Sense. And still stuck on the white Fitbit logo.
• I also removed the app.
• Installed it back again.

Nothing worked. What should I do?

iPhone 8 and iPhone 8 plus

Fitbit Sense

Version 7.3.25

FCC ID: XRAFB512

280-0603-01 A

M/N: FB512

[LizzyFitbit]

Hi @iJoseLopez. Welcome! It's great to have you on board.

Thanks for sharing detailed information about your Sense's behavior and the steps tried prior to posting. I'm sorry for the issues you've had during the set up process and let's work on this together. Before anything else, may I know if you got an error message on the Fitbit app? Also, have you made sure to turn off the Bluetooth from other devices nearby?

Even though you've tried some steps, please give one last try to the following:

1. Force quit the Fitbit app.
2. Reboot your phone.
3. Restart your watch.
4. Plug it into the charging cable.
5. Try the set up process one more time.

[iJoseLopez]

Hello @LizzyFitbit, 

Thanks for the prompt reply.

First, I didn't get any error message during any step of the setup procedure.

After setup, the Sense is shown as "connected" and the battery level is also shown full.

If I click on the Sense to go to its settings and click on "sync now", the device (Sense) syncs and shows a green check mark :white_heavy_check_mark: confirming it is connected. After this it goes back to the white Fitbit logo and stays there.

If I click the left button, the Sense goes back to the "To start, download the Fitbit app" screen.

Back to the app's settings, when I click on "Device Lock" I get the following message:

"Fetching trust payload failed with result: 6910"

Another example, if I go to "Clock Faces" and try to add a face, it shows:

"To install this clock, make sure the Fitbit app on your phone and your Fitbit device have the latest update."

I already check my app's version - it is the latest. The Fitbit's version is "Version 7.3.25".

So all that is OK.

Now back to your new instructions, I have followed them perfectly making sure there are no other devices in my room with bluetooth on.

I have tried it with two different phones. No positive results. Nothing changed. Stuck on Fitibit's white logo screen.

Any other ideas? Is this a known problem?

I appreciate your comments and help.

Best,

José

[LizzyFitbit]

Hi @iJoseLopez. It's good to see you again.

Thanks for sharing more details about this issue, as well for following the suggestions from my post. It's odd that your watch continues showing those messages even though it's syncing correctly. I've forwarded your posts to our Support team so they can create a case and provide you with assistance about this situation. Please note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

[Gianketto44]

Hi Jose,

I have the same issue with my new Versa 3. Did you maybe manage to solve it? 
Thanks

[LizzyFitbit]

Hi @Gianketto44. Welcome to the Community Forums.

Thanks for sharing that you have a Versa 3 and I'm sorry that you're going through this situation. Because this shouldn't be happening, I went ahead and contacted our Support team to forward your post, however it seems that you already have a case created with them. I was told that your case is under review and they'll sent you an email shortly with more details. Note that due to recent events affecting our operations there might be a delay in their reply, but they'll get in touch with you soon.

Happy holidays! 🎄

[iJoseLopez]

Hi Gianketto44,

None of the instructions provided by the Fitbit Support Team solved my problem.

Luckily I bought my Fitbit through Amazon, so I was able to return the item without any questions asked. The Fitbit was not working, hence should be replaced.

I learned it’s better to order directly from Amazon than from Fitbit, since Amazon’s Customer Service is way better.

Sorry for your case.

Best,

José

[LizzyFitbit]

Hi @iJoseLopez. It's good to see you here.

Thanks for the update and for sharing that you were able to return your Sense through Amazon. I'm sorry for the experience that you've had with your Sense and our Support team. I understand how you're feeling, our team strives to improve our devices, services and overall environment based on our members feedback, so be sure that your comments will help us to evaluate our procedures to make sure that we are delivering what our users want and need. If you need anything else, don't hesitate to let me know.