Sense 2 red cross on display

[TheFirstSword]

Wow, talk about a major disappointment 😞

I have purchased a brand spanking new Sense 2 from Amazon to replace my Sense 1. Why? Because the old one was counting crazy floor numbers and was out of warranty. Searching forums it appears that once that fault starts that it for floor counting with your device (something to do with a pressure sensor and accelerometers). There is no cure and Fitbit seems cagey on replying or doesn't know what the problem is. Or maybe I broke it? Whatever. I like Fitbit so bought a new Sense 2. It was delivered yesterday. Today I open up this little box which has been lovingly packed with copious amounts of disappointment and sadness.  

Right out of the box its got a dead screen. Clip on charger cable no vibrate, clearly not charging. Snap on my old sense onto the new charging cable and it charges perfectly. So deffo the device/pebble.

So next step reset. Fitbit logo appears nice and steady for a few secs, then screen goes black. Interestingly the App picks up the new device fine and then you start the setup procedure right up until it asks for the 4 digit code to pair. But since the screen is black you cannot get the code!!! 😠

Okay factory reset. The normal Fitbit logo now flashes alternately an inverted Fitbit logo for about 5 secs then.... THE BIG RED CROSS OF DEATH!

Then it auto resets, usual Fitbit logo appears for 3 or 4 secs and the screen goes black. 

Grrrr.... Next step, contact Fitbit online chat. Go through the whole sequence again (same as above). End result? No resolution and I will apparently be getting an email later today of my warranty options.

Really? Warranty Options? Its one day old (for me)!! 😡😡😡 I really like Fitbit and have had various devices since 2016 but now I'm questioning my loyalty. There are loads of devices on the market now...

Anyone have this amazing experience? Any solutions apart from returning the device?

[honglong1976]

1. Contact Amazon and get a replacement

[TheFirstSword]

Yes, I will do this if there is no other option. Just really disappointing and does not inspire confidence in the product does it?

[LZeeW]

@TheFirstSword   It sounds like you got a defective Sense 2 and you should return it to Amazon.

[Guy_]

HI @TheFirstSword - quite frankly it may be better to get a refund and go back to the Sense 1 which is in many ways a better watch, as you have Google Assistant and a plethora of clock faces and apps available making it more versatile.Once outside warranty don't get it wet or make firmware changes if it is working fine otherwise.

Just ignore the floors, it's a minor piece of information which has no bearing on anything - you can even remove the floors display from the Fitbit App by clicking Edit and removing it. It merely counts elevation changes anyway when it works, so walking up hill will also count the same as stairs.

If you are unhappy with the Sense 2 Fitbit have a 45 day refund policy if bought direct from them or from an authorised shop perhaps, and some stores offer a 14 to 30 day one.

[TheFirstSword]

I did in the end have Amazon replace the Sense 2. 

Does anyone know what the 'big red cross of death' means? 

Firmware boot up failure? 

[TheFirstSword]

Just to close this out, I did in the end receive a replacement from Amazon and the replacement Sense 2 worked perfectly. Still not sure what the giant red X means - no one seems to know including Fitbit apparently!?!? 

Meh....

All working now.

[Lidija]

I have the same issue! 

I was swimming last night for the first time with my one-month old sense 2. After that all was good. Half our later my alexa from the fitbit wouldn't stop vibrating and telling me connection issues. The screen was not responsive at all. So, I did the 10 seconds restart. Now the screen is totally black. If I try to to the 10 seconds again I am getting the red cross. I've contacted fitbit and only got an answer that I will hear about my warranty options. 1-month old. Shouldn't be any warranty issues. I bought it directly from them. Still no email and no solution. 

Anyone having an idea? I've now also disconnected it from my phone. Can't get the 4 didgit code as the screen is black. But my phone realises it is close by, so Bluetooth is working. 

[TheFirstSword]

Exactly what happened to me although only slight difference was mine was like that from new. In the end the replacement Sense 2 has been working faultlessly. Still never got confirmation what the big red cross means. I assume some sort of boot up code failure not repairable by user. Good luck!! 

[Slipstream-Ngin]

I know how to fix it but it might happen again, try hard factory reset it:

1. App: Check if by any chance your phone's Bluetooth shows the Sense as a connected device. If so, please unpair/remove it. Remove the Sense from your Fitbit account and your phone's Bluetooth settings. Force quit the Fitbit app.

2. FitBit Sense 2 Device: Hold the side button until the logo reappears then after you see the FitBit Logo with a Circle around it release (it takes more like 20 seconds), a further 35-second pause until the logo goes out when your "Sense" should be back to normal.

*Note if you didn't hold down the button long enough you would see a red X in the end that just shows you restarted it not a Hard Factor Reset.

[Slipstream-Ngin]

Edit:

Fitbit Sense 2: If you're stuck on the logo loop and it looks like it keeps on rebooting - Factory Hard Reset
App: Check if by any chance your phone's Bluetooth shows the Sense as a connected device. If so, please unpair/remove it. Remove the Sense from your Fitbit account and your phone's Bluetooth settings. Force quit the Fitbit app.

FitBit Sense 2 Device: Hold the side button until the logo blinks full and hollow Release the button and Press down/hold immediately then you will see the FitBit Logo with a Circle around it then release, a further 35-second pause until the logo goes out when your "Sense" should preformed a Factory Hard reset - Back to the Beginning where you chose the languages.

*Note if you didn't hold down the button long enough you would see a red X in the end that just shows you restarted it not a Hard Factor Reset.

[Lidija]

I cannot get to the circle at all. I get it only switching from black to blue background and then at the end it gets to the red cross. 

[Slipstream-Ngin]

Hi! When you hold the button and you get the switching from blue to black let go of the button and press again/hold until you get the Circle with the logo. Let us know what you get 🙂

I'm still juggling whether I keep the Sense 2 or exchange it ha

[Jeannielynna]

Fitbit told me the X I keep getting simply means it's not syncing. It's under a year old and I have the year plan going with it that i can't access.It also keeps telling me to add my sense but if I do it will REPLACE the one I'm using. I already did that as per customer support but am now back to this problem AGAIN

[SunsetRunner]

I'm disheartened to hear the sense 2 is having the same problems as the Sense 1 has been having.  Below is a post I  put in the Sense forum:

I'm going to receive my 3rd Sense within the warrantee period.  Both the first two locked up on the login logo and would not do anything else.  I have read and watched YouTubes about it locking up when a new clock face is being loaded.  The one that failed last week - I took it off the charger, saw it had a clockface on it I had not seen before - for a few seconds, then shut down and that was it.  Could only get it to the Logo with an occasional vibrate.

I've looked for comments about the new Sense2 having the same problem.  Does anyone know if this happens on them too?

[LizzyFitbit · Accepted solution]

Hi everyone, and welcome to our new members.

Thanks for the details provided, as well as the steps tried. Before anything else, let me explain the red cross appears when the set up process or firmware update didn't complete correctly.

@Lidija, @Jeannielynna and @SunsetRunner I'm sorry this happened to your watches and appreciate your efforts. I noticed you already have a case created with our Support team and my best advice is to keep the communication with them so you can receive further assistance.

@TheFirstSword Thanks for keeping us posted. I'm glad your replacement has been working flawlessly and I hope you can keep crushing your goals.

@Slipstream-Ngin I appreciate the time taken in sharing the steps that worked for you, I'm sure your post will help other members.

[Jeannielynna]

I talked to tech support at Fitbit. Was told the red x was because it wasn't syncing. I don't know I'm incredibly frustrated.  Was excited to get a military deal but this device has been very faulty.  All kinds of issues. I'm not happy as I got the YEAR premium service and can't even use it properly.  I want my TIME missed back and this watch issue corrected.  So tech support HETE says 1 thing but tech support on the phone told me something different. 

[LizzyFitbit]

Hi there, @Jeannielynna.

Thanks for getting back and sharing your experience with our Support team. I'm sorry you've gone through this situation and appreciate your feedback as it'll help us to improve, as well as prevent this from happening again.

I went ahead to check your details and it seems you created a new case with our team today? With this in mind, may I know if the issue got resolved? Or is your Sense 2 still displaying a red cross?