Reseting Fitbit smart watch Sense 2 , after long period of not using it

[asalihbe]

I have not been using my Fitbit  Sense 2 smart watch for a year, since I lost it in my room, and  recovered it two days ago. I charged the watch, and  it appeared on Bluetooth  connection of my smart phone, asking me if I want to connect. When I selected yes , it asked me to enter four-digit code that is displayed on my Sense 2 watch. I pressed the side button for about 10 seconds or so, green Icon appeared and blinked, then went off, then came again and  repeated for  seven times. At the end of seven times of green icon appearing,  blinking and then  extinguishing, a red X sign appeared for about a second and screen again extinguished. So, screen did not turn on and watch did not start displaying , so I could not read the code from the screen to enter in the mobile  phone to establish the connection. But when I opened Fitbit app. on the phone, it said that  connection is on and the phone is synced with the watch. How to recover display on the watch that is not showing?

[JuanFitbit]

@asalihbe , A warm welcome to the Community! Thank you for your message and efforts. 

In the Fitbit App, from the Today tab, tap the Devices > Sense 2> Sync now. A banner with an update should appear in the app.

• If Sync Now doesn’t show an update banner,please tap the Devices icon> Sense 2  > Gallery. The app should show a pop up to install the missing apps and recover the device.
  Restart the Sense 2 by holding the button for 8-10 seconds until the Fitbit logo appears. Release the button afterwards. 

If the steps above do not solve the x then try the following:

1. Press and hold the device's button until the screen turns off, then begins to flash.
2. When the screen begins to flash, release the button and immediately press and hold the button again.
3. Wait for the Fitbit logo to appear. Once the logo disappears and the screen begins to flash again, release the button, then press and hold the button again.
4. When the Fitbit logo appears, release the button, then wait for the watch to complete the factory reset.

[asalihbe]

Hi,

The first  part of attempt,  trying to get update banner or Gallery did not work.  Trying with device button, did not work either, since after first flash, I have released the button and  immediately pressed again and  when I repeated it on second logo flash, it appeared two  red cross line across the screen and  nothing happened after, no factory reset and display stayed blind as before. Are there any alternative way to execute the factory reset, or display is demmaged, although  bluetooth syncing  and communication between watch and fitbit application is working correctly. Is it possible that display is demaged, although the green logo and red cross lines are displayed on the screen? Thank you for your support!

[GrandpaG]

I have a very similar problem, although it seems to have happened after I left the watch uncharged for a few hours. After charging, it displays a screen asking me to choose a language and then tells me to download the App etc. Of course I already have the App (on Android).

I tried your recipe, and I can see a progress bar that suggests it's doing a factory reset, but when it's complete I'm back at choosing a language. I tried that a few times with the same result.

The App thinks it's connected but not synced and telling it to sync doesn't work. The only option in the App is to replace the device, so I tried that and it failed because the Sense 2 didn't display a 4 digit code. The advice from the App then included unpairing the Sense 2 and switching off and on Bluetooth - having done that I got the 4 digit code and typed that into the App.

The App now says Connecting, Sense 2 shows a big tick and says Connected. Both my phone and watch are charging, and they're next to each other.

The App and the Sense 2 are still in that state after about 1 hour 30 minutes - is that normal?

[GrandpaG]

Update: That continued for more than 3 hours. I then repeated steps 1 to 4 of your recipe, and it's been stuck in the same state for another hour.

[JuanFitbit]

@GrandpaG @asalihbe , Thank you for your replies and further efforts. 

As the recommended steps did not work, you already tried everything that we can recommend here in the Community! 

Please contact Support. They have more tools that can help check your cases. 

Fill up the form. 
You'll see some articles recommended and then you'll be able to select how to contact Support. 

Provide our team with this URL so that see what you already tried and do not ask you again to perform anything if not needed. 

[asalihbe]

Thank you for your addressing me to  official Google Fitbit support site. I already contacted them, and their  level of expertise and usefulnes is disappointing!  Could you at laast, from your experience, tell me,  Is it possible that display is demaged, although the green logo and red cross lines are displayed on the screen?  If appearance of the green logo is indication that communication between CPU and display memory is OK, then  must be some way of forsing CPU to execute full factory reset and restore proper operation. 

[JuanFitbit]

@asalihbe Thank you for your reply and feedback.

Please be assured that the feedback will help us improve our services and products. 

The display shouldn't be damaged, as it shows the x and the logo. Normally this messages are shown, when an app or clock face is not synced correctly. That's why I recommended the steps in my first post. 

As these didn't help, then there is something else that might be causing the issue. 
I suggest you continue working with Support and see what they can do for you, and if needed check your warranty.