Sense 2 - It's flashing white and blue and then a red X appears

[KimberleyMichel]

I think my sense 2 is broke and I would like other people's opinions...

My Fitbit won't actually stay on... It circles through the loading screen (flashing white and blue) and then a red X appears and then it just dies. This happens over and over.... 

I did disconnect and reconnect Fitbit to the app and it worked for a few hours and then it started doing it again. 

Moderator edit: updated subject for clarity

[Smartgirlie]

I'm having the same issue! Ugh!! I've tried restarting but still got the red X

[KimberleyMichel]

Yep it's annoying.... 

Just out of curiosity has your battery been going really quick too? 

[Smartgirlie]

Yes, I have to charge daily and it only lasts about 9 hrs

[KimberleyMichel]

Same here! 😞 

Hopefully there's a simple resolution! 

[ChrisBerryOhio]

Yeah, so I just bought my Sense 2 yesterday. It did an update yesterday worked fine. Then about an hour ago this exact thing. In the app it appeared it was trying to update again. Then suddenly it was no longer attached to the app. All I get is exactly as described. Flashing white and blue then red X. This is GREAT!!! Brand new device worked 24 hours and now just gives me a red X.

[ChrisBerryOhio]

So, I contacted FitBit support and went through all their suggestions. I now have a refurbishment replacement heading my way. Buy brand new, get a refurb sent the next day. *sigh*

[KimberleyMichel]

Really? That's not good is it. 

Refurbished one instead of a brand new one is bad! 

So did they say what was wrong? 

[KimberleyMichel]

I've been in touch with Fitbit support. 

They advised me to factory reset. So I did and my Fitbit also updated. It seems to be working now. 

But for how long? They also stated they don't know why the Fitbit is doing a loop with a red X. 

I have to get back in touch if it happens again.

[ChrisBerryOhio]

Nice! I hope yours does not do that again.

Mine did not come back to life with the factory reset. They did not seem to know what was causing it. It did look like mine at the time was trying to do an update. Maybe a recent update had problems.

I hope my replacement comes soon and that it works for more than a day. 😂

[LizzyFitbit]

Hi there, @KimberleyMichel, @Smartgirlie and @ChrisBerryOhio.

@KimberleyMichel and @ChrisBerryOhio Thanks for sharing the steps that you've tried prior to posting. I'm sorry for any inconvenience caused by this. Our team is constantly working to improve our devices, and the input we receive from our members is a big part of the process. I'm glad you received help and I hope you can keep crushing your goals.

@Smartgirlie Thanks for your efforts and to work on this together, may I know if you've checked our battery life tips? As with any electronic device, the battery life will depend on how often certain features are used, such as GPS or animated clock faces.

In addition to this, please try forgetting your Sense 2 from the Bluetooth settings. Then, open the Fitbit app, tap Devices at the upper left corner > Add More Devices and select your watch to reconnect it to your account.

[KimberleyMichel]

Although mines working at the moment.... My battery is still going down very quickly. I also read the battery life tips. 🤷‍:female_sign:

[KimberleyMichel]

And....... It's doing it again!

I now have to send my faulty Fitbit to Google and hopefully getting a replacement. 

[LizzyFitbit]

Hi there, @KimberleyMichel.

Thanks for keeping me posted. While I'm sorry that your Sense 2 isn't working correctly, I'm happy that you got in touch with our Support team. I'm sure they'll continue helping you so please keep an open communication with them.

I hope to see you back on track soon!