The green lights on my Versa 4 has stopped

[DogAgilityMom]

My Fitbit Versa 4 was working fine and all of a sudden the green lights stopped.  I've restarted multiple times and did a factory reset.  When I do a hard shutdown and restart, I get the red X everyone is talking about.  I'm beginning to wonder if there is an issue with the latest software/firmware update.  I'm ready to call support, but since my Fitbit is over a year old, I don't expect much help. 

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @DogAgilityMom. Welcome to the Fitbit Community Forums. I'm sorry to hear that your Versa 4 is still not showing the green lights on the back and it's now stuck on the red X whenever you try a factory reset. I understand where your concern is coming from, I will do my best to help you with this! 

To better assist you, please confirm if you've tried to manually sync your Versa 4 by tapping your profile picture >  your device image > Sync Now.  By doing this, a firmware update banner should appear.

If Sync Now doesn’t show an update banner, please tap your profile picture > your device image > Gallery. The app should show a popup to install the missing apps to install the missing apps and recover the device. If the firmware update banner does not show, press and hold the side button for 10 seconds until the Fitbit logo appears on the screen, then release the button. For more information please visit How do I restart my Fitbit device?

If none of the above works, also make sure you have performed the factory reset as follows: Press and hold the button for about 8 seconds until the screen turns off and vibrates. When you feel the vibration, release the button, then immediately press and hold the button again. Wait for the Fitbit logo to appear, then as soon as the logo disappears, release the button, then press and hold the button again. When you feel the vibration, release the button, then wait for the watch to complete the factory reset.

Please note that our products are indeed designed and made to last (this goes for each product component) however, there is not an infallible way to ensure that no issues will be present in the long run. Because of this, our Warranty Policy  is set into providing as much coverage as we can. For more information about our warranty, see fitbit.com/legal/returns-and-warranty 

If none of the things that have been suggested here help, the best way to get help for this problem is to chat with us online or give us a call. Click here to get connected.

[DogAgilityMom]

Thank you for the reply.  I've attempted all of the suggestions.  The Versa 4 does boot up and I have all of the features except the heart rate tracking.  I have no green lights flashing at all on the tracker.  I will contact support to figure out next steps.

[DogAgilityMom]

I successfully contacted Fitbit and the unit was replaced with a refurbished unit