Sense won’t restart and icon constantly showing

[Skardos]

My Fitbit Sense has been stuck on the FitBit icon for the last 20+ hours. I have tried to restart it by holding the button on the side for 10+ seconds and it will vibrate but nothing changes. I have tried this while charging and while not charging. I left the device unplugged overnight and the battery drained completely, but when I plugged it in and tried to restart it, the exact same thing happened.

[Guy_]

Hi @Skardos - try the following procedure

• Remove your Sense from your Fitbit account and from your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off the Bluetooth on the phone and any other nearby phones and Fitbit devices
• Shut off your phone and turn it on after a couple of minutes.
• Turn on the Bluetooth.
• In the Fitbit App, click profile photo and "+ Set up a Device" like in the initial setup

• If this doesn't work, restart the watch by pressing the button a couple of seconds till it vibrates and the logo appears and after a minute try again..

[Skardos]

Hi @Guy_ , thanks so much for your response. Unfortunately I have tried this whole process twice now and nothing is happening 😞 even when trying to restart the device, it restarts but goes back to being stuck on the icon and nothing else will work.

[Guy_]

@Skardos  - it may require a factory reset but probably best to contact Fitbit Support directly. They may be able to help you.

Also reachable via the Fitbit App, click profile photo, Help & Support, Contact Customer Support.

[Skardos]

Thanks once again @Guy_ ! I contacted them and will be getting a replacement device since unfortunately even the factory reset would not work 😔

[Shane75]

I have exactly the same problem! Looks like I'll have to try doing the same and contacting Support directly. 

Your feed has been helpful though.

[Skardos]

Hi @Shane75 , make sure to try all of the above steps first and let the customer support team know what you’ve done once you’ve contacted them. They also told me how to do a factory reset and I tried that, but even that didn’t work. The whole interaction took maybe 10 minutes and in the end they sent me an email with information on how to order a replacement device which was also easy to order. The replacement will arrive in 5-7 business days so I hope I don’t have the same issue again! 🙂

[Shane75]

Hi,

Thanks for the info. I did all of the above and it went very smoothly with the customer support. I too shall be recieving a replacement in the next 5-7 work days!

Yeah, hopefully the issue won't come up again.