Versa's screen got frozen

[Janice52]

I am not able to clear a red cross on my screen when I try to reset it only does 2 or 3 then won't go any further.

Moderator edit: updated subject for clarity

[JuanJoFitbit]

Hi @Janice52, due to the recent events, I apologize for the delayed response. However, let me welcome you to our Fitbit Community.

Regarding the frozen screen issue that your Fitbit Versa is experiencing, I appreciate the time spent trying to get this issue resolved before contacting our forums.

I'd like you to try a factory reset. To do so on your device, follow the steps below:

1. On the device, hold all three buttons for about 10 to 12 seconds. 
2. When the Fitbit logo disappears, quickly release the bottom right button, continuing to hold down the left and top right buttons (releasing the bottom right button as soon as the logo disappears is time sensitive). 
3. When the device vibrates, release all buttons. 
4. Wait for approximately 1-2 minutes while the device clears all data. Eventually, the Fitbit logo appears and the device boots and displays Fitbit.com/setup.
5. Set up your watch from scratch and see if the issue gets fixed

Keep me posted on the outcome.