Fitbit Sense 2 Red X

[WhatsUpAnski]

I put my screen cover on backwards today.  It reset my Sense 2 to factory.  I have removed Sense 2 from app.  Tried all the suggestions in the forum.  Removed it from bluetooth.  Uninstalled the app.  Reinstalled the app.  The app can see the Sense 2 and starts the process to add it.  I can't get past entering the 4 digit code as my Sense 2 screen is black.  I have reset Sense 2 to factory and restarted several times now.  Still get red x and black sceen.  The Sense 2 had 56% battery when this all started and has been charging now for 4  hours.  Please help.

[WhatsUpAnski · Accepted solution]

I resolved this with tech support.  The instructions for how to reset to factory were different than what I found in other posts.  Below are the instrctions.  I am back in business with a working screen and am connected back to the app.

The key was using different instructions to reset to factory.  Below is the chat text in case it helps other users.

11:56:42 PM Support: Hi! To make sure we are covering all the possible troubleshooting steps, Let's try a factory reset, have in mind this is different than a normal restart. Please follow the next steps.

11:58:54 PM Support: Please try the following steps. Press and hold the button on the side of the device until the screen starts flashing with the logo in the middle, when that happens briefly release the button and then press and hold it again until the screen shows the Fitbit logo in a circle when that happens briefly to release the button and press and hold it again until the screen shows the Fitbit logo with a bar. Release the button completely when that happens.

11:59:33 PM WhatsUpAnski: I got the bar after 3 tries. Its almost done.  Bar gone.  Went to logo screen.

12:03:59 AM WhatsUpAnski: Now it asks me what language

12:04:22 AM Support: Nice!

12:04:24 AM WhatsUpAnski: Tells me to download the app

12:04:28 AM Support: Please proceed to setup your device. Take your time.

12:10:12 AM WhatsUpAnski: It says I am connected.  The Sense 2 screen has a blue circle with a check mark in it.  Now what do I do?

12:10:34 AM Support: After checking in my tools I can see that your device is paired now, it is doing the update now, it will take between 30 - 40 minutes, please do not close the Fitbit app while it is downloading the update and have your Fitbit device near to your phone.

12:12:39 AM WhatsUpAnski: Okay to all.  Will I have a clock face after it finishes?

12:12:46 AM Support: Yes, that is correct.

[FatimaFitbit]

Hi there @WhatsUpAnski! A warm welcome to the Fitbit Community!

Thank you so much for posting how you solved the situation with your Sense 2! This will help other users find a solution in case their screens show a red X too. I'm very happy that you have found a suitable solution. 

I recommend you visit our discussion forums. There you will find several users who are interested in fitness, healthy eating, or better sleep and who share many tips with each other. They will certainly be happy to see you there.