Sense won't turn on or charge

[cveld]

I was just wearing my Fitbit sense like I do everyday, but today in the middle of the day it just shut down. I tried turning it on but I just vibrated when I held the button. When I got home, I plugged it in but there was no difference. I’ve let it “charge” for about a half hour now. Any help is appreciated!

Moderator Edit: Clarified subject

[Clove6060]

Check the charging cable. See if one of the pins has receded. It is a known issue.  If so, buy a new cable. If you have juice try restarting by holding the side button til the logo appears then release and let it restart. 

[Guy_]

Hi @cveld  - like @Clove6060 says. The important thing is when restarting is to hold the button for 10 seconds till it vibrates then release.

This informs you the watch is starting. Wait 2 minutes for the start to complete.

However the screen may remain black if there is a screen fault and no logo will appear. You can check this by syncing with the Fitbit App and see if it can sync.

If it syncs the watch has a screen fault if no logo appears. If it doesn't sync you either have a charging problem or a watch fault.

In some cases accumulation of moisture can cause sudden shutdown or short battery life due to an internal fault.

If it gets hot while charging stop immediately.

[cveld]

I looked at the cable, and all the pins are high. I bought the charger from Fitbit about 2 weeks ago

[cveld]

I’ve given it 5 min and I still can’t sync it. Usually, I can click the button the second the first vibe is made

[Clove6060]

If you changed the face from the original at any time ( not necessarily recently) try changing it back to original on the app. 

following: 

• Unpair your Sense 2 from your phone's Bluetooth and Fitbit app.
• Unpair other Bluetooth devices that you may also have paired to your phone's Bluetooth settings.
• Force quit the Fitbit app.
• Turn off other Bluetooth connections when not in use. This can help to prevent connectivity issues or Bluetooth interference.
• Shut off your phone and turn it on after 1-2 minutes.
• Turn on the Bluetooth on your phone.
• Plug it into the charging cable and open the Fitbit app.
• Set up your Sense 2.
• If there is no connection, restart your Sense 2.
• Once your Sense 2 is paired and syncing, please proceed to set up your other Bluetooth devices to your phone again. 

With the steps above, what I want you to do is to pair your Sense 2 first to your phone's Bluetooth settings before any other Bluetooth device is connected to your phone. 

[MarreFitbit · Accepted solution]

Hi there, @cveld. Thanks for stopping by in the Fitbit Community Forums and trying to troubleshoot your Sense already. @Guy_ @Clove6060 Thank you so much for your help. @Clove6060 Thanks for also sharing some of the steps I've recommended in other posts. 

Before considering other options, please confirm that you've restarted your Sense as suggested here How do I restart my Fitbit device?

If the restart doesn't work, confirm that you've also tried the following steps:

• Clean the charging contacts on the back of your Sense using the instructions in How do I clean my Fitbit device?
• If the error "insufficient power source" appears on your device's screen, remove other devices plugged in to your power source, or plug your device in to another source.
• Try a different USB port or a UL-certified wall charger.
• Check the alignment and try reconnecting your device to the charging cable. For more information, see How do I charge my Fitbit device?
• Restart your Fitbit once again. For more information, see How do I restart my Fitbit device?