Sense 2 gray screen to sync and flashing logo

[Cra191wal5]

I slept without my watch on. Now when it start it shows a gray screen to sync with phone with the date december 31st 1999 but it won’t screen. The other screen l get is a flashing logo that goes to red x. How do l reset my watch?

Moderator edit: clarified subject.

[ManuFitbit]

Hi @Cra191wal5. Welcome to the community forums. 

Thank you for sharing with me the information regarding the difficulty that you are experiencing with your Sense 2. 

Please try to follow the steps listed in this help article:

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.

[Cra191wal5]

It won’t connect to the app with the current issue

 that’s the error

[ManuFitbit]

Thanks for the picture @Cra191wal5 and for the new details.

As a community moderator, I do not recommend to do factory resets that often, and sometimes is our last resource since these kind of situations can happen.

Please try to do the factory reset this way: 

1. Press and hold the device's button for about 8 seconds until the screen turns off and vibrates.
2. When you feel the vibration, release the button and immediately press and hold the button again.
3. Wait for the Fitbit logo to appear. Once the logo disappears, release the button, then press and hold the button again.
4. When you feel the vibration, release the button, then wait for the watch to complete the factory reset.

[clempila]

Same issue, same screen and unable to factory reset. further info: When hooked to power, it does connect via bluetooth but only if the 1999 screen i

[ManuFitbit]

Hi @clempila. A warm welcome to the community forums. 

Thank you for sharing the details regarding this difficulty with your Sense 2. 

Were you able to try the steps from my first post above?

[clempila]

Yes and finally nailed it! To be honest, at the end of the day, do not know
what buttons did I press to fix the issue. I believe One thing that helped
was to remove the watch from the fitbit app in order to facilitate factory
reset



Thanks for your help



clempila

[mimisantafe]

I have the same issue with my Sense 2. However it never vibrates so I can’t get past step 1. I’ve looked through so many suggestions and tried a whole list of steps to get to this point. Not sure what else i can try. 

[ManuFitbit]

Hi @clempila. Thanks for the response. 

Glad to know that you sorted it out.

@mimisantafe, welcome back to the community. Thank you for trying to fix the issue on your own.  

I am wondering if you’ve had a chance to try the steps listed in my first post above.

[mimisantafe]

Hi and thanks so much for the reply. I tried everything I could except the clock face change because I couldn’t get off the sync screen. I removed the device from the app and still couldn’t reset it. Of course now I can’t add it back. My last resort right now is seeing if once it loses its charge I can plug it in and reset it while it’s charging. Any other ideas gratefully received.