Red X, Sense 2 won't update or reset

[JeffG67]

I've seen similar posts to this one, but the solutions listed in previous posts do not solve my issue. My fitbit randomly turns off and I can only get it working again by putting it on the charger, but the battery is no where near dead. When it is off, if I try to restart it, I get the flashing logo for 4 times and then the red X shows up and it turns off. When it charges after this happens, it will turn back on and connect with my phone, however, when I try to update the software using my phone, it gets stuck on the connect your device to a power source page, even though I have it connected and charging. It will not let me select the update button. I've tried to reset to factory settings using the settings on the watch and the watch just turns off and is unresponsive again until I hook it up to power. If I try and reset to factory settings using the button method, I just get the flashing logo and then the red X again. Any thoughts? This watch isn't that old (maybe 2 years) and I've been stuck on hold with "customer service" for 30 minutes now. 

[AndreaFitbit]

Welcome to the Fitbit Community, @JeffG67. I'm sorry to hear that your Sense 2 shows a red x and won't update or reset. Thank you for mentioning all the steps that you have followed in order to correct this situation. I'll be happy to assist.

I noticed that you already got in touch with our Support Team and received assistance.

Have a nice weekend. 

[ReneO]

I’m having the same problem as @JeffG67 
I followed all suggested steps including unpairing it from my phone and now can’t pair back due to watch screen won’t show 4 digit code 

help please appreciated 

[AndreaFitbit]

Welcome to the Fitbit Community, @ReneO. I'm sorry to hear that a red x also shows up on your Sense 2. I'll be happy to assist.

Since you already unpaired your device the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

[ionFreeman]

My Sense 2 is absolutely bricked. Died at 43% battery. It's unclear if I got the firmware update installed. It stopped asking me about it, but then started again a couple of days later. I never got that Update button to respond at all.

How did you end up resolving this?

[THOMAS_SHEN]

I have exactly same issue as everyone in this post. It starts to happen after updating to firmware 214.14. I believe there's a bug in the firmware causing issues to Sense 2.

I have been using Versa 3 for 3 years and Sense 2 for 2.5 years, and this is the first time I have the red X issue.

[ionFreeman]

Yes, definitely reach out to support. They don't seem to have an email
address anymore, and since Google Wave and Google Plus got the same support
as Google FitBit, you have to use Facebook, Twitter or Pinterest.

[MoJoRocks]

I called fitbit support. It was my battery. Watch not fixable.

[JeffG67]

They suggested to send it in and they would replace the watch. I appreciated this as it was passed the warrantee deadline by half a year but they replaced it no problem.

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They ended up replacing my watch under warrantee even though mine had expired by 6 months. I mailed it in and got the new one in a week.

[ionFreeman]

Yes, also got a replacement. Firmware update going much better.