Versa 4 stuck on a red X

[Mai]

Hi, 

My Versa 4 run out of battery, and wasn't charged for 3 days because I didn't have my charger. After putting it on charge for the night, I tried to switch it on, and it shows Fitbit logo and then a big red X, and remains off. 

I didn't have anything similar before neither any other problems with it. 

How can I fix this?

Thanks

Moderator Edit: Clarified subject

[MarreFitbit]

Hi there, @Mai. 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 your concern, 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 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.

[Mai]

Hi, thanks for the reply.

My watch is not stuck in a red cross, it is off, and when I put it charging and press the buttun to turn on is when the big X appears.

I cannot sync my watch because my phone cannot find it (I guess because it's not on).

I'm not sure how to try a factory reset because: my watch is off. If I press the button until it vibrates the fitbit logo appears, and when it disappears the X appears. All this happens just when the watch is on charge, otherwise it doesn't respond.

Thanks

[MarreFitbit]

@Mai Thanks for getting back and for the update about your issue. 

To better assist you, I suggest reaching out to our Support Team who will be able to take a closer look into this issue and provide further help. This form is only meant for you to use. Click here to get access to it.