Sense turned off and won't respond

[WrenTronic]

My sense just shut down, it had about 60% charge at the time. 

All the advice I've seen says to hold down the button for 10 seconds but nothing happens when I do that. Charging the watch doesn't get a response, and the button doesn't even buzz when pressed. 

What can I do to fix this?

Moderator Edit: Clarified subject

[NellyG · Accepted solution]

Hi @WrenTronic  It is possible your Sense has just died, but put it on charge and try holding the button down for longer - up to 30 seconds. If that doesn't help then contact Fitbit Support  . Perhaps they  can help.

[WrenTronic]

I contacted support and it looks like my watch might just be defective... 

[LizzyFitbit]

Hi there, @WrenTronic. @NellyG Thanks for your great advice.

@WrenTronic Thanks for letting us know about your Sense and sharing the steps that you've tried. I'm glad you got in touch with our Support team and I'd recommend keeping an open communication with them.

[SunsetRunner]

Hi did you fixed it? Mine is doing the same 

[LizzyFitbit]

Welcome to the forums, @SunsetRunner.

Thanks for letting me know about your Sense. It seems you already have a case created with our Support team and because they have access to all your details, my best advice is to keep an open communication with them in order to receive assistance.

[sassi2345]

Mine is doing this too now ☹️☹️☹️

[Djgrantgates]

My wife's  Sense is doing the sae thing.

[Camdon02]

Mine is not working either. It only showing the fit bit logo. It comes on and off but nothing else. It's only a little over a year old . Fit bit only offered a 35 percent discount on a new one. 

[Lemon-aid]

My sense shut down yesterday also- started buzzing then died. Was charged at least 50%.(Only 2 years old)

Worked with support yesterday to revive it but no luck.  So they sent me an email to BUT A NEW ONE! 

ARE THESE WATCHES CONSIDERED DISPOSABLE??

Called back today - same BS - they don't fix them and they won't replace it.

I'm done buying FitBit products.

[ElizaFi]

Same here.  With resets, I am able to get the time, but the touch screen is not working.  Help desk made me do a 10-second reset, with a change of clock face, still no touch screen.  I am waiting for an email.  Programmed obsolescence I think.  Same thing happened with my Ionic 2 years ago.

[ElizaFi]

Any luck with yours?  Mine is syncing and providing time and alarm, but touch screen not working after many resets

[AROD0911]

Chatted with their support and it was no help. I did get a lovely email offering 35% off another device! How could I not accept that and give them more of my money! If they stepped up and said "We messed up and sold you a subpar product" then maybe I would consider giving them some money. 

[ElizaFi]

same here.  Sense for less than 2 years was working perfectly until yesterday.  All of a sudden screen wont respond and I get the sorry not sorry response and here is 35% off, exactly the same as with my Ionic 2 years ago.  There is a reasonable expectation that a 300$ watch will last more than 2 years.  Programmed obsolescence!  

Moderator Edit: Formatting 

[ElizaFi]

They will give you 35% off and your next watch will die too in more or less 2 years.  Disposable watches:(

[Djgrantgates]

Hey everyone as mentioned earlier I had very same experience as everyone here. Last week there was a firmware update sent to my versa 4 and I laughed and said that it's probably the fix for the sense. My wife placed her Sense on charge and Saturday evening she randomly got a notification on her phone saying that there's an update for her Sense, went and checked the watch as it's on and saying there's an update ready. She ran the update, took about 15 mins and the watch has been working since then. It's been 2+ days running without a problem, so I will suggest trying this and hopefully it will work for you. Still disappointed and won't purchase a next Fitbit device.

[danotx]

I 100% and these forums  are littered with people who's Sense just up and died, especially around the 15 month mark.  I wholehearted believe that this is some sort of firmware or software issue that they need to fix.  I am betting if I sent my watch back to them, they would have a way to factory reset and get the watch working again.

Mine was working, I put it on the charger for about 30 minutes, came back and it's just in a continual rebooting state.  Called support and I got the "here's your discount for a new device" email.  If putting it on the charger breaks it, there's something faulty with the watch fundamentally.

I was hoping that someone from Fitbit might chime in and realize they have an issue and offer to fix the Sense or provide a way higher discount or a replacement, but based on what I have read here, which has been a lot, I highly doubt that.   I hope and wish I am wrong, but..