Sense 2 reboots and shows a red X

[Amydoll80]

I purchased a sense 2 last week and when it arrived I charged it then connected it to the app no problem. Later when I went to put it back on charge it would just keep looping between the charge and home screen with a buzz, then after a few loops it would show the logo and restart. And then it starts all over again. I tried don't a long hold on the button until the logo appears, it then flashes the logo for a while then shows a big red x on the screen. The problem still persisted.

I contacted amazon and they said it sounds defective and organised a return and refund as it was out of stock. I ordered another from John Lewis which arrived today, and it is doing the exact same thing! Am I just really unlucky or is this a common issue with the sense 2?! Am I doing something wrong? I had a sense for almost 3 years before it packed up on me and never had an issue with it. Please help.

Moderator Edit: Clarified subject

[LizzyFitbit]

@Amydoll80 Welcome to the community!

Thanks for sharing detailed information about this situation, and the steps that you've tried on your own. I understand your concern and I'm sorry this happened to your new Sense 2. While this is odd, because it's a new device, it might be related to the initial firmware not updating correctly.

To work on this together, let's try connecting it one more time to your account:

1. Forget any Fitbit devices from the Bluetooth settings
2. Force quit the Fitbit app and reboot your phone
3. Open the Fitbit app and tap Devices at the upper left corner
4. Tap Add More Devices, select your Sense 2 and follow the on-screen instructions
5. Once the process is done, try using it on your wrist and monitor its behavior

[BeTheGerow]

I’m getting the same thing with the Red X on the screen, have tried all of the tips online and above and still won’t hold a charge, won’t connect to phone and can’t get past the X. What else is there to do?

[Amydoll80]

If it helps, I found out why my Sense wasn't charging and doing that
buzzing thing. It was the adaptor that my cable was plugged into. It's the
same one i've used for years but it seems it just packed in. I tried a new
one and it charged normally and has been fine ever since.

[LizzyFitbit]

@BeTheGerow Welcome on board! @Amydoll80 I'm glad to see you again.

@BeTheGerow I'm sorry you're having this experience, and thanks for your efforts in troubleshooting your watch. As you may know, our team recently released a new update for the Sense 2, as well as the Fitbit app. With this in mind, I'd suggest the following steps:

1. Make sure the Fitbit app has the latest version
2. From the Today tab on the Fitbit app, tap Devices icon > Sense 2 > Sync Now
3. If a pending update for your watch is available, go ahead and install it
4. Also, go to the Gallery and check if an app or clock face is pending to update or install

@Amydoll80 That's great news! I'm happy you sorted this out and thanks for sharing the steps that worked for you. This suggestion will definitely help other members.