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. 

[DCrumb5]

I purchased two Ace 2 directly from Fitbit and received them last Tuesday. That was the day the problems began.

My phone is a Pixel running Android 10. The Fitbit app was last updated August 17 and is running version 3.28. I have used the app since 2016 when I bought an Alta. I still wear it daily and have no problems with my Alta. 

I signed up for My Family in order to add the two new Ace 2's in Grape and Watermelon. I will refer to them by the color to be as clear as possible. It was fairly simple to add both to my account but switching from viewing one child account to the other takes so long that it is faster to uninstall the app and reinstall it. This is ridiculous and it shouldn't take that long. Thankfully, it is not always so slow and sometimes switches views quite quickly.

Ace 2 in Grape has a firmware version of 39.20001.88.11 and has a Sleep Data icon on the Fitbit itself but shows "No Data." I am able to view this information in the app though. To try to remedy this situation I have done the following, restarted phone numerous times, checked app for updates, unistalled app and reinstalled app, restarted Grape numerous times by holding down the button counting to 5 and viewing the smile, cleared user data on Grape, rebooted device, on kids view clicked on the garbage can icon, deleted Grape from account, set it up again, and changed clock faces numerous times. None of the above was helpful in any way to restore Sleep Data to Grape. The icon is visible on the device but it shows no data.

Not being able to view Sleep Data on Grape gives me one unhappy child.

Ace 2 in Watermelon has a firmware version  of 39.20001.88.11 and has no Sleep Data icon on the Fitbit itself. It is simply missing as of yesterday. Prior to yesterday the Sleep Data icon was visible but not showing any information on the device. I am not able to view all this information on the app either. It shows me Sleep Data from Wednesday to Sunday. For last night's data it simply says, "Wear your Fitbit to bed." Yes, the child is wearing the Fitbit to bed. The child is unable to remove the device by themselves. To try to remedy this situation I have done the following, restarted phone numerous times, checked app for updates, unistalled app and reinstalled app, restarted Watermelon numerous times by holding down the button counting to 5 and viewing the smile, cleared user data on Watermelon, rebooted device, on kids view clicked on the garbage can icon, deleted Watermelon from account, set it up again, and changed clock faces numerous times. None of the above was helpful in any way to restore Sleep Data to Watermelon

Not being able to view Sleep Data on Watermelon gives me another unhappy child.

Yes, both devices are charged and showing all the other pertinent information that I expect them to.

I have read through all of the entries on this forum thread and nothing seems to eliminate the issues I am experiencing. Please note, that the first time that I changed the Clock Faces both Grape and Watermelon showed Sleep Data accurately on the devices themselves. Unfortunately, this lasted only 24 short hours. I also reached out to Fitbit support via chat last Thursday and spoke to "Phil" who gave me a case reference number of 37438451, Phil informed me that he is unable to help me because it is an Ace 2 issue and that someone would be contacting me. Nobody has to date. I am hoping for a speedy resolution because I have ordered two more adult Fitbit devices and am now second guessing that decision.

Kind regards,

Mandy

[kuwi]

Any news/updates?

[DCrumb5]

Update as it currently stands is as follows:

I received an email yesterday from "Laura LF" that was less than helpful. It appears after reading only the first two sentences from her that she didn't read or comprehend my message posted above. She said that there is "a Ace" connected to my account which is empathetically incorrect. I thought I was quite clear that I have two Fitbit Ace 2 devices so I must correct her on that. 

The email then goes on to state that I should connect the charging cable to a computer and restart the device by following the steps. I was very clear that I had completed that step numerous times as well in my above mentioned post but only able to see the dreaded smile and no vibration follows so I must update her on that. 

Next, I am directed to read an article titled "How do I track my sleep?" This article explains how the app shows your sleep patterns and duration. Again not helpful as the entire problem is that my two devices are not showing Sleep Data on the device themselves. 

The next directive is to make sure the Fitbit app is installed on a supported phone. As I have been able to successfully utilize the app with my Alta for more than six years and it is still working correctly now, I think that it is safe to say that the app is not the problem. 

Finally, I am to report back to them if I need further assistance. Seeing how I feel like they are not fully reading my post that explains exactly what issues I am having and the steps I am taking,  my next course of action is to copy and reply this exact message to them. 

As a side note, if I connect the Watermelon Ace 2 to my computer and sync it the device itself shows Sleep Data correctly. This is a huge hassle because who wants to unhook a device daily from a child's wrist and attach it to the computer? However, this step done daily seems to trigger the device to show the Sleep Data. If I am expected to connect the device to a computer daily, then the Ace 2 is not going to be an acceptable option in my home. I don't know if this step works to force the Ace 2 Sleep Data to show on Grape because that child said she's not interested in taking off the device every day. If she has to take it off daily then she will simply be done wearing it forever. I am hopeful that eventually this can be all worked out. 

As things progress I will be sure to update you all. Thank you for taking the time to read my posts and wish us all luck!

Regards,

Mandy

[LiliyaFitbit · Accepted solution]

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.

@kuwi thank you for the details shared. I appreciate your time and efforts.

@DCrumb5 Thank you for sharing your experience and feedback. I know our Support team will do their best to help you. I recommend to continue working with them since they have already all the details and special tools to continue assisting you.