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Black screen and factory reset

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‎03-30-2025 09:49

‎03-30-2025 09:49

For some reason I lost connection to my Fitbit. When I tried to connect it back to my phone I entered the 4 digit code and then it sent my Fitbit sense 2 for an update. Once that happened my screen went black including the flashing Fitbit sign and the red X and it’s never turned back on ever since. It’s trying to connect again because when I try and sync it asks for the 4 digit code on the screen and my watch will vibrate but nothing shows on the screen.  I can hit the side button to restart it and the Fitbit symbol comes on but it doesn’t turn the watch back on. It’s essentially not connected to my phone at all anymore and won’t turn on to see the screen. I’ve left it over night on charge and still nothing works.  Please help 😢

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3 REPLIES 3

‎03-30-2025 10:19

‎03-30-2025 10:19

Hi @Umzayed - the update may have failed. You can contact support and if under warranty they will replace it or continue working with them for another resolution, such as a fresh factory reset, using the button.

You can try removing the Bluetooth entries for it from your phone and reboot both again, then in the Fitbit App tap the device/battery icon and Add more devices and replace if it works but it still may not if the screen is not working after the update.

Author | ch, passion for improvement.

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‎03-30-2025 20:34

In response to Guy_

‎03-30-2025 20:34

Hi There, 

I managed to do a factory reset to resync the Fitbit to the phone. it still requires an update to the sense 2, and when I try to update it, it fails , loses Bluetooth connection, and wants me to try again. I can't seem to get it updated. I have removed all devices, turned off Bluetooth, and started again, and I get the same message. Previously I would have a giant red X across the screen, and now, when it tries to update, it's a small red circle with a white X in the middle. 

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‎04-01-2025 21:15

In response to Guy_

‎04-01-2025 21:15

Just to update I ended up with customer support for over an hour and after all the troubleshooting we were not successful in bringing it back to life. Unfortunately my watch was not eligible for a replacement so I have now decided to switch to a Garmin. My fitbits do not last more than 2yrs so sadly I’m going to try a different brand. Thanks. 

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