Sense 2 displays red X and then goes off

[SAnand]

Dear Community,

I have recently purchased Sense 2 and when I tired to power ON the device, it doesnt do anything.

Fitibit logo appears and then nothing happens. I charged the device for few hours but still nothing happened. 

I tried re-setting the device with holding power ON button for 10 second, I get the fitbit logo, blue screen appears for 3 times and then a red color X mark appears and then power goes off. 

Can someone provide some inputs here

Moderator Edit: Clarified subject

[Guy_]

Hi @SAnand - have a look at stuck on logo or rebooting posts but may not be fixable.

Fitbit have a 45 day refund policy or possibly authorised dealers too, some stores provide 14 to 30 day refunds, is probably your best option as it is new.

Otherwise you can get offered a refurbished replacement watch under warranty by chatting via the Fitbit App, click profile photo, Help & support, Contact Customer support.

[Mandi0606]

I have been getting the same issue lately and mine is not a new Fitbit either.  I am on my 3rd or 4th and never had this happen before.

[LizzyFitbit]

@SAnand and @Mandi0606 Welcome to the community forums. @Guy_ It's good to see you here.

@SAnand Thanks for the detailed information and the steps that you've tried so far. I'm sorry you're having this experience and I contacted our Support team to help you with this matter. However, I was told that there is a case created and it seems you already received assistance. Because our team has access to all your details, please keep an open communication with them.

@Mandi0606 Thanks for joining this thread and I'm sorry for this inconvenience with your Sense 2. I understand your concern and because your watch is also displaying a red X, I'd recommend reconnecting it to your account by doing the following:

1. Forget your watch from the Bluetooth settings
2. Restart your watch to refresh its performance
3. Force quit the Fitbit app and reboot your phone
4. Open the Fitbit app and tap Devices at the upper left corner
5. Tap Add More Devices > Sense 2 and follow the on-screen instructions

[SAnand]

Hi, 

Yes, I have reached out to customer support and we have case open. 

However, the steps suggested didn't solve the issue. 

[LizzyFitbit]

Hi there, @SAnand.

I'm sorry the issue still persists on your Sense 2, and thanks for sharing this additional information. Usually, the red X icon indicates that the setup process or firmware update wasn't completed correctly.

To resolve this issue, I'd like to know if you have tried connecting your watch to the Fitbit app using the steps I provided earlier. If not, please give it a try and let me know if you receive any error messages. This information will help me continue investigating the issue.