Ace 2 Firmware Update 1.88.11

[KateFitbit]

Fitbit Update 09/3/2020: 

Thank you all for your participation in this thread. Since the majority of Ace 2 users have reported successfully updating their firmware, I am closing this thread. If you still have not updated your firmware check out this post for some best practices on how to update your device. 

If you are experiencing an issue with your Ace 2 unrelated to the firmware-up process, I invite you to start a new topic on the community or find a related topic. Thanks again for all the great feedback.

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Update 8/20/20: The Ace 2 firmware release of 1.88.11 should now be available to all customers today. If you have any difficulty updating, make sure you are following the directions in this article, and then provide as many specific details as possible in your post so that we can assist. Please keep this thread on-topic by only providing feedback after updating your Firmware to 1.88.11. 

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Hi everyone,

We've begun releasing new firmware (1.88.11) for Ace 2 to customers. This is a progressive rollout which means everyone will receive it at different stages until it has been completely released to all users. We roll out releases in phases as a cautionary measure so that we can monitor performance closely and make adjustments if needed. 

*Firmware releases are not distributed based on region or location and can reach anyone no matter where you reside. We do not recommend performing a factory reset to force the update to your device as your data will be lost and you may not get the update. Please be patient and wait until you see the update banner inside of the Fitbit app to begin the firmware download.

WHAT’S NEW

Please click here for firmware notes. 

HOW DO I UPDATE?

Step by step instructions for updating your Ace 2 can be found here. For Ace 2 Firmware updates, you need to be paired to the kid account in Kid Mode. Please be sure to have your Ace 2 attached to your charger while updating.

If you run into any trouble updating your Ace 2 please review these troubleshooting tips. 

Please use this thread for reports on your experience with the Firmware update. Please find a similar thread or create a new post for other inquires to keep this thread on topic. 

[Jozimom]

Hi 

Thanks for the update. Both my kids Ace 2's went blank this morning - no screen visible. When I went into their kids accounts on their phones, I could see the 'update tracker' icon on the one account, did the update and it's back to life. But my other child's account does not have the 'update tracker' option available. I can see its still the old software. Is there a way to force the update on his tracker, as right now his tracker is just blank. We can see it is still working as it syncs but I presume requires the update to become operational again like my other kids did?

Thanks 

[mpc28]

Hello @KateFitbit @LiliyaFitbit 

I understand your comments about the firmware being gradually rolled out but my sons fitbit ace 2 is currently firmware 1:63.5,

Since that firmware update there has been a further 2 updates (1.63.12 & 1.63.18) not including the latest update rolling out now 1.88.11.

My fitbit app is kept up to date and I sync the ace 2 daily so why have i not received the previous 2 firmware updates prior to this latest one rolling out now?

Am i doing something wrong?

[KateFitbit]

The Ace 2 firmware release of 1.88.11 should now be available to all customers today. If you have any difficulty updating, make sure you are following the directions in this article, and then provide as many specific details as possible in your post so that we can assist. Please keep this thread on-topic by only providing feedback after updating your Firmware to 1.88.11. 

[JohnWebb316]

I've updated this veraion on my kids FitBkt Ace 2. Here's the problems...

I have lost the sleep tracker face from the qatch. It now just shows steps and exercise minutes. Sleep has totally disappeared. 

Secondly, it has added in a generic watch face. I have already picked one from the list (stats heavy). However the second screen on the scroll is now ANOTHER watch face that includes the battery level, date and time. 

So I've no idea how to get rid of this face and get sleep back. 

I have reatarted the watch (more than one)

App is updated.

Sleep is trackig in the app (just now showing on phone).

I'm not pleased with this. Can you find a way to reverse thia update or solve my issues. 

Please help

[kuwi]

Hi,

same here, unfortunatelly sleep totally disappeared drin watch. Any suggestions for fix? Or is it intended?

Best regards,

Dominic

[clynchdub]

Happened to my son's as well. He was very upset this morning to find his sleep icon gone.

The other son got the update over a week ago and didn't lose the sleep screen.

What is going on with Fitbit? Is nothing simple?

[LiliyaFitbit]

Hello everyone, thanks for your participation in the Community.

I appreciate the information that the sleep icon disappeared from the Ace 2 after the firmware update. Thank you for your feedback and comments. I recommend trying the following:

1. Restart the tracker by following the steps from this help article: How do I restart my Fitbit device?
2. Change the clock face:  

• With the tracker nearby, from the Fitbit app dashboard, tap the account icon> Ace 2 tile.
• Tap Clock Faces > All Clocks.
• Browse the available clock faces. Tap a clock face to see a detailed view.
• Tap Select to add the clock face to Ace 2. Sync the tracker.

Please confirm if you still see the sleep information in the Fitbit app? Additionally, I recommend checking if your Fitbit app is updated to the latest version as updates come with new features and bug fixes: How do I update the Fitbit app?

@JohnWebb316 I appreciate your efforts and the additional details. The second clock face with the battery level, date and time is intended. Let me know if the issue persists after changing a clock face. 

Looking forward to hearing back from you.

[kuwi]

Hi Liliya,

thank you. The restart does not Help but the change of the clock face did the trick and now sleep is back in the menu.

Thanks again,

Dominic

[clynchdub]

@LiliyaFitbit 

Restart did nothing. Changing the clock face did nothing.

Syncing did nothing.

Is there anything else to try to get the sleep icon back?

Also, since the update, the Ace 2 is not automatically syncing as regularly as before - last night was the first time that we had to force sync at bedtime. Any ideas? 

[Lorraine87]

I am having the exact same issue. Have restarted device, synced, updated Fitbit app, changed clock face and still no sleep data on device or on the app. Little girl very upset.

Never had any issue until the update last night. 

[JohnWebb316]

Thanks for the reply. Here's where we are:

Changing the clock face does not work. It doesn't being the sleep face back. 

I found the solution to this peoblem. You need to remove the Ace 2 from the account. When you click on the device in settings it bring up the screen for the FitBit with a 'trash can' icon in the too right. Click on this then it removes the device. Then just re-add it. 

You'll lose any unsynced data but all my previous data stayed on the app so that was fine. That includes sleep & steps etc. I also appeared to add in the acreen for activity steps per hour. I've disabled this though as not too beneficial for a 6 year old. 

I have to say the advice to change the clock face as if that would solve the problem wasn't great. 

Also why is there a new face with battery on there etc. That wasn't there before and it should be optional at least. You also cant 'remove' the watch face you choose. So ypu're always left with two watch faces. Is there anything more pointless than this?

[LiliyaFitbit]

Hi everyone. Thank you for your updates in this thread.

I am glad to hear that the issue has been resolved for some users. Thank you for the efforts to resolve this, sharing the solutions and tips to help other users. Your feedback and comments are greatly appreciated. To share additional feedback or if you want the features to be improved, feel free to visit our Feature suggestion board. Here our product development teams consult regularly to ensure we're delivering on what our customers need and want. You can read the FAQ to better understand how that board works. 

If you continue experiencing difficulties, please try the steps suggested by @JohnWebb316 to remove the Ace 2 from the account and re-add it. 

Keep me posted on the outcome. I'll be around if you have any additional questions.

[Kwilbers]

Ever since I updated my kid's ace 2 watches sleep tracking is no longer displayed. Is that correct? How do I change it back? 

[kuwi]

Hi Liliya,

unfortunatelly JohnWebb316 is right. After two days the clock menu Sleep is still there but shows:"No Data". In the app I see sleeping times. I tried the delete and readding but still no data is shown in the clock face.

Any advice?

[LiliyaFitbit]

Welcome to the Fitbit Community, @Kwilbers. Thank you for your reply, @kuwi. 

@Kwilbers Thank you for joining the thread and sharing that sleep tracking is no longer displayed on your kid's Ace 2 after the update. I would like to confirm if you don't see the sleep icon or see "No Data"? I recommend making sure the tracker is syncing and the app is updated to the latest version. Have you tried the troubleshooting steps suggested previously to restart the tracker, change a clock face and remove the Ace 2 from the account and re-add it?

@kuwi Thank you for letting me know that the sleep shows "No Data". Please let me know the model and the OS/software version of your phone. This information will help to further investigate.

Looking forward to hearing back from you.

[clynchdub]

Thank you @JohnWebb316!

Maybe you should work for Fitbit as your advice has been the only useful advice so far.

[JohnWebb316]

Thanks!

I'm confused by the tips and replies I'm seeing so it's a little frustrating.

Especially when this is clearly an issue pointing you in the direction of troubleshooting or updating the watch face doesn't seem right!

[kuwi]

Hi,

hm dint know If I geht your question rigth. Both are ace2 Kids with Firmware 1.88.11 as stated in the topic?

[LiliyaFitbit]

Thank you for your replies, @clynchdub @JohnWebb316 @kuwi.

@clynchdub @JohnWebb316 Thank you for your input and feedback. 

@kuwi I am sorry for any confusion. If possible please provide the model and OS version of your phone that you use to sync the Ace 2.

Looking forward to your response. 

[kuwi]

Hi,

ah ok got it, its an Android 10 (Samsung Galaxy A51) smartphone and the latest App Version of Fitbit in Playstore -> last look for updates was yesterday.

Br,

kuwi