Sense 2 watch dying and cant perform factory reset

[davidharrison]

Hi

My Sense 2 watch has recently started dying during the day and won't switch back on until I plug it into the charger.  This happens several times a week and is becoming very frustrating!  I have tried to complete a factory reset but it doesn't work and displays a Red X then switches off.  Is there anything else I can try to stop this happening?  I have only had my watch for 2 years and I'm surprised that it's becoming faulty already

[Guy_]

Hi @davidharrison - there are 2 possible causes, if the watch runs out of battery quickly it is most likely a watch fault, but others are experiencing only being able to use their watch when charging which is likely a latest firmware issue.

[davidharrison]

Thanks for replying. 
The watch has at least 50% charge when it dies during the day. The only thing that brings it back to life is connecting it to the charger but this is a temporary fix because it will die again a day later.  I’ve also just checked and there are no firmware updates available 

[Guy_]

@davidharrison - which version are you on, it does sound like a fault with the current version 214.24  that others are having.

Have you tried turning off the status indicators in the watch settings, if they made that available as an option.

[Gronan]

I'm having a similar problem, I can get back to factory settings and restart the watch but it dies again after a few hours.

[davidharrison]

Yes I’m on 214.24

I cant see any settings about the status indicators?? 

[davidharrison]

I’m glad it’s not just impacting me.
Does yours show a Red Cross when you’re trying to do a factory reset?

[Guy_]

@davidharrison- you should find the option in Settings => Display => Status indicators.

[Guy_]

@davidharrison- for the Red X have you tried removing all instances of the watch from the account, and phone Bluetooth and restarting the app and phone and restarting the watch after a factory reset, and then setting it up as for a new watch?

[davidharrison]

I’ve just tried this by choosing the factory reset option on the watch and it didn’t turn back on after. Tried to do this manually by pressing the side button but it just keeps flashing then it dies 

[Gronan]

Getting a factory reset is a bit fiddly. Press the side button until the logo flashes, release and press again for about 30 seconds. Keep pressing when the red X shows and after another 10 seconds or so you get a logo with a circle around it. Release and it should go into factory reset which takes ~30 seconds. When you press again it should ask for language. Also you have to have it on charge while you are doing it.

I've sent mine back under warranty and have just been notified that a replacement is on the way. I'll let you know if that fixes it.

[freddie11111234]

you could go to where you got it and ask if they know what is wrong

if they don't then sync it which will reset it so it should work

if it doesn't reply to me and I will come up with ideas to get it working

[Gronan]

I got a replacement under warranty and it works perfectly now. 54% charge left after 4 days.