Sense 2 Fitbit logo followed by a big red cross

[Nadine7777]

The screen of my Sense 2 froze a coupe of days ago, tried to do a soft reset several times but now all I’m getting when trying to do it is the Fitbit Logo followed by a big Red Cross on my display. What can I do to fix it?!

Been trying to look into doing a Warranty claim as my device should still be under warranty and I’m losing the will to live. Following instruction on how to contact someone regarding the warranty and am going around in circles!! Anyone had the same problem and what did you do?! 

Moderator edit: clarified subject.

[ManuFitbit]

Good to see you for the first time in the community @Nadine7777.

Thank you for taking the time to share the information about this difficulty that you are experiencing with Sense 2. 

Please, give it a try by following these steps:

1. Sync the device in the Fitbit app.

• From the Today tab in the Fitbit app, tap Devices.
• Chooose the Sense 2.
• Tap Sync Now.

2. Check for available Firmware updates.

• With the Fitbit device nearby, open the Fitbit app (make sure the Fitbit device is charged).
• Tap the Today Tab > Devices > your device.
• Tap Update (This option only appears if an update is available).

Follow the on-screen instructions: Keep the Fitbit device close to your phone during the update. When the update starts, a progress bar appears on the device and in the Fitbit app until the update is complete.

3. Charge the device:

• Double-check the connection: Ensure secure connection to the charging cable and that the cable is plugged into a working USB port (computer or UL-certified wall charger).

If these steps don't work:

4. Restart the device: Keep in mind that your data won't be deleted: How do I restart my Fitbit device?

5. Changing the clock face via the Fitbit app can sometimes resolve a black screen issue:

• Open the Fitbit app.
• Choose Device Settings.
• Navigate to the clock face options and try selecting a different clock face.

[Nadine7777]

None of these options work. The device doesn’t connect via Bluetooth at all and when restarting it the Fitbit logo keeps showing followed by a Red Cross. 
changing the clock face doesn’t work either as  the app doesn’t connect to the device at all anymore. What should I do?! I only bought my sense to 16months ago in Europe. as far as I’m aware there should be a 2 year warranty with it?! 

to be honest, I’m not very happy since my last Fitbit device (this one was a charge 5) failed after 6 months and was not repaired nor replaced under warranty as it was a battery issue. I then invested in another new Fit bit device (This Sense 2) which is now failing in less than 2 years again. I used to love my Fitbit. I am really considering changing brands in the future if this keeps happening. I cannot buy a new device every year, because they keep failing. 

[ManuFitbit]

Thanks for the response @Nadine7777. 

Sorry to know that you are still having issues with Sense 2. 

If you have already exhausted all options to resolve this situation, please feel free to get in contact with the team of Support by making click here:

Contact us.