Sense stuck on a red X

[hkhkkl]

I  bought a fitbit sense 2 two days ago. I paired it with my fitbit app and everything seemed alright. However, last light I set the sense 2 to sleep mode and set the alarm to 5:00 am. After few minutes, the sense 2 flashed its logo few times, displayed a red cross and then blackout.  I tried to connect the sense 2 through the fitbit app, it diplayed the sense 2 is not connected through bluetooth. The app also request an update for the sense 2, but it failed for a few times.  Today I unpair the sense 2 and reset it and then pair it again. Because I have to get the 4 digit pin from the sense 2 but the screen is blackout.  Also the sense 2 now keeps flashing the fitbit logo and the app keeps asking for pairing. <span;>What should I do?</span;></span;>

Moderator Edit: Clarified subject

[DavidFitbit · Accepted solution]

Hi @hkhkkl, welcome to the Fitbit community! It's great to have you here!

Let me help you with the issue of your Sense that is stuck on a red X. Thank you for all the troubleshooting you have already tried.

It seems that a firmware update failed to complete and that provoked what you are now seeing in the watch's screen.

If your device is no longer paired to the Fitbit app of your mobile and the screen doesn't show but the red cross or the Fitbit logo i believe a factory reset can resolve the issue. To factory reset your device from the button, follow the instructions below:

1. Press and hold the device's button until the screen turns off, then begins to flash.
2. When the screen begins to flash, release the button and immediately press and hold the button again.
3. Wait for the Fitbit logo to appear. Once the logo disappears and the screen begins to flash again, release the button, then press and hold the button again.
4. When the Fitbit logo appears, release the button, then wait for the watch to complete the factory reset.

Once the factory reset is completed, you can setup your device as you did the first time by following the instructions in our help article How do I set up my Fitbit device?

[hkhkkl]

Your method does solve my problem. Thanks for your support.

[NicciM626262]

My watch was brand new out of the box, and I had this issue, but this and a reinstall of the Fitbit app, my new Sense 2 is now updating. Thank you!

[ugot2l0veme]

Thank you.. this helped my Sense 2.