Sense won't reset

[Lad4652]

After pressing the side button to reset my Sense over 2 minutes, it will not reset.  I can not get back on the regular face of the device but see only the time and date.  It won't sync with my phone.  The only other face I see is to connect with music controls.  What's up?

Moderator Edit: Clarified subject

[Guy_]

Hi @Lad4652 - as you have a Sense I have moved your post to that forum.

If you hold the button properly it will restart.

Try using the button to turn on and off the screen and once mastered hold the button continuously for a full 10 seconds till it vibrates and the logo appears and wait for it to start.

However you may not need to do that but instead swipe the watch face to the right to get to Quick Settings and turn off any icons you don't need, especially the Always On icon.

If it's not syncing you will still need to restart it but if that fails try restarting the phone instead.

[MarreFitbit]

Hi there, @Lad4652. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Sense won't reset and the screen was acting odd. Thanks for taking the time to troubleshoot it prior to posting here. 

I've seen you contacted our Support Team after posting here and they've already assisted you. If you still need help or have any questions/concerns regarding the outcome of your case, please feel free to contact our team back for further assistance. Since you already have a ticket open with them it'd be easier to continue the follow up on this matter with them directly. 

@Guy_ Thank you so much for your help!

[Ozarksmom]

What does “hold the button properly” mean. I’ve had my sense for 2 yrs and now I can’t get it to reset. Ive never had problems with the button before. It’s dropping the Bluetooth connection about every 36 hrs. None of my other Bluetooth devices drop. The app only syncs about every 12th time I try it. I’ve never had issues like this. I rely on the Fitbit data to show my cardiologist, so this is distressing. I’m ready to move to a different brand of watch as well.

I called customer support over 2 weeks ago. Had to call back 3 different times, send a screenshot, and jump thru hoops while standing on my left foot while touching the watch with my right earlobe. Never heard back from them after the third call, and issues still aren’t fixed.

[Guy_]

Hi @Ozarksmom - if you have the new V4 Fitbit App that is the reason you have syncing problems, nothing to do with the watch.

Regular restarting of the watch and phone may help temporarily.

You can see more in posts in "The redesigned Fitbit app is rolling out!" topic in the appropriate iOS or Android app forums along with the other unhappy users.

Unfortunately Fitbit don't officially allow going back to the stable V3 version.