Unable to set up Sense to Fitbit app

[zenonesnsone]

Hello, I recently purchased a second hand Sense. Upon powering it on, the device seems to be running dev software, all kinds of test applications on it, it is asking for a firmware update, however I cannot connect it to a network since there is no such option on in the settings. I would like to know if there is a way to get out of this mode, the OS freezes frequently (sometimes it powers on with no OS and Windows sees it as "SE Blank ULP1". I got it free with a versa 3 so it's no loss, but i much prefer the case finish and band.

Thanks you.

Moderator Edit: Clarified subject

[Guy_]

You will need a phone to set it up, if you got it after a factory reset [it willl be like a new watch].

Presumably the Fitbit App is working with the Versa 3.

You can't have both watches connected to the App at the same time.

Make sure the Versa 3 and any other Bluetooth devices are not active when you set up the Sense, the Versa 3 will have to be removed from your account and Bluetooth to add the Sense, unless you have a spare phone with another account..

[zenonesnsone]

Thank you for the reply! The devices' OS doesn't have any connectivity option or factory reset, it only has some logging options and fps counter in the settings app, so I can't connect it via bluetooth, there is no way to get it to talk with any device AFAIK. The OS is a bit unstable as it freezes and crashes very often and looks basic unlike the versa 3 (previous owner was a dev I assume?). I did try connecting to a fresh account, the App says "Sense found!" and it is stuck connecting (to be fair, the OS is frozen atm and i can't do anything but wait for the battery to go dry and start it up again)

[zenonesnsone]

EDIT: it is powered up now, OS is not frozen atm but the app still stays at "Sense found! connecting" screen.until it asks me to retry

[Guy_]

Are you able to restart the Sense with the button?

[zenonesnsone]

the button works (vibrates, lights screen) but it doesn't restart the device (probably not programed in the OS)/

[LizzyFitbit]

Hi @zenonesnsone. Welcome on board. @Guy_ Thanks for your great help.

@zenonesnsone Thanks for the detailed information, and for your efforts while working on this matter.. Before anything else, as our friend mentioned, you need a compatible mobile device to set up your Sense and update the firmware. Once this is done, your watch will automatically pair with your phone's Bluetooth. Until then, it's expected to see either the Fitbit logo or the link to our website displayed on your watch.

That being said, because the Fitbit app seems to be stuck in "Connecting", please give a try to the following steps in the given order:

1. Take the Versa 3 to another room and turn off other Bluetooth connections nearby.
2. Force stop the Fitbit app and reboot your phone.
3. Perform a regular restart on your Sense one more time.
4. Open the Fitbit app, tap your profile icon > Set Up a Device.
5. Select your Sense and follow the on-screen instructions.

[zenonesnsone]

Hello,

Thank you for the reply, I did try those steps at least 2 times, the app seems to find it but it has trouble connecting. I did a little more investigation, I think the unit is intended for developers maybe? Given all the test application and shell app. I noticed that the metal where the sensors are doesn't have a nice finish, it's just untreated metal and there is a code on the side.

[LizzyFitbit]

Hi there, @zenonesnsone.

You're welcome, thanks to you for trying the steps suggested above. It's odd you're seeing a code on the side of your Sense and because we've exhausted the possible troubleshooting steps, let me recommend getting in touch with our Support team. That way, they can further investigate what may be occurring and provide you with further assistance. Please click here to get connected with them via chat or phone.

[zenonesnsone]

Thank you for the reply. Unfortunately I had tried to contact support before on another account which needed help, but they were unhelpful and overall not a great experience. Anyway I had put together a few images to better understand what is going on, maybe someone recognizes the things here!

Imgur: The magic of the Internet

[LizzyFitbit]

@zenonesnsone It's good to see you here.

You're welcome, and thanks to you for the pictures provided. I'm sorry for the experience that you've had with our Support team. Every feedback shared here is always taken into consideration to evaluate and improve our services, so rest assured yours won't be the exception. Because our team has access to all your details, I'd recommend contacting them one more time via chat or phone so they can investigate on their end, and see what can be done to bring you on track. Please use this link to find their contact options.