Versa 4 stuck on a red X

[Hannaegsonius]

I had to update my Fitbit, but I forgot and some days after it turned off and now I can’t start it again. It just shows a big cross when I hold the start button. I have put it on loading but it still won’t start

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Hannaegsonius. Welcome to the Fitbit Community Forums. Thanks for bringing this to my attention and for the troubleshooting steps you've tried. I'm sorry to hear that your Versa 4 is stuck on a red X. I understand your concern, I will do my best to help you with this!

As a first approach, I'd recommend making sure that your Versa 4 has enough power to be turned on. Sometimes a Fitbit doesn’t seem to be charging when actually the issue is that it has become unresponsive (this can happen if the battery has been allowed to discharge completely). I'd recommend putting it on to charge on a charging wire and outlet known to be working. Leave it on the charger for a good two hours, even if it doesn’t seem to be charging.  

If you keep having the red X despite your Versa 4 being fully charged, even when the screen seems to be dead, would you mind trying to sync? To do so, please try 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, please try once again a manual factory reset: 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.

[Hannaegsonius]

Than you for your answer but unfortunately it still doesn’t work. The screen is black and I have loaded it for many hours

[MarreFitbit]

@Hannaegsonius Thanks for getting back to me and let me know the outcome.

Since all the steps you tried didn't work, you have a Versa 4 and report that the screen is stuck on a red X, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. 

This form is only meant for you to use, so let me know once you’re done. Click here to get access to it.