Versa 2 shows a red cross on the screen

[grancanrun]

asking for a friend who has just purchased her versa 2. she has a red cross on the screen with unable to clear data,  she can't figure it out and I have not seen this either. she has reset, turned off phone and restarted. any help greatly received. 

many thanks

Moderator Edit: Clarified subject

[LizzyFitbit]

Hi @grancanrun. It's great to see you around the forums.

Thanks for the information provided on behalf of your friend, and for every step tried prior to posting. It seems her watch didn't complete the firmware update, which explains why the screen shows a red cross. Even though she has tried troubleshooting her watch, please give a try to the following:

1. On her phone's settings, remove the Versa 2 from the Bluetooth devices list.
2. Turn off the Bluetooth on her phone and any other device nearby.
3. Force stop the Fitbit app and reboot her phone:
   For Android devices, see this article.
   For iOS devices, see this article.
4. Turn back on the Bluetooth on her phone and open the Fitbit app.
5. Tap her profile picture > Versa 2 > WiFi Settings to connect it to her network. She'll get a green check mark.
6. Then go back one screen and tap on the banner to update the firmware. Make sure the watch is plugged into the charging cable and next to the router.

I'll be around, keep me posted.