Versa 4 stuck on a red X

[theycallmebc]

My versa 4 keeps trying to restart over and over on its own.  It freezes at the pick a language screen and restarts again.  When I try to long press the button to restart it, it starts flashing the logo then a big red X shows and starts doing the same thing as above.  What do I do?

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @theycallmebc. 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 the red X. I understand how annoying this can be, I will do my best to help you with this!

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.

[theycallmebc]

None of this is working.  It wont even factory reset

[MarreFitbit]

@theycallmebc Thanks for getting back and for the update. 

Since all the steps you tried didn't work, you have a Versa 4 and report it's stuck on the 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.