Ace 2 Firmware Update: Version 1.63.5

[KateFitbit]

Hi all! We've begun releasing Ace 2 Firmware update (1.63.5).

This is a progressive rollout which means everyone will receive it at different stages until it has been completely released to all users. You can expect to have it within a week. 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 AND FIXED

We have 5 new clock faces you can try. Find them in the Fitbit Clock gallery. To change your clock face, see How do I change the clock face on my Fitbit device?

This release includes bug fixes and improvements.

HOW DO I UPDATE?

Step by step instructions for updating your tracker 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 tracker, please try these troubleshooting tips. 

Looking forward to hearing everyone's feedback on the latest release. 

[whitenjau]

After performing the firmware update on my son’s Ace 2 this morning, the “Fred” clock face doesn’t show the steps anymore but instead is showing active minutes at 99999. I tried changing to the “Rocky” and “Sprout” clock faces and both are showing the wrong statistics under the time. 

[KateFitbit]

@whitenjau Are you still seeing the wrong clock statistics? Can you tell me when this happened? How off the statistics are? 

[SunsetRunner]

This is happening on both of my boys’ watches.  We just got them and did the update when we took them out of the box.  The face displays 99,999 active minutes on all the clock faces with that area.  

[whitenjau]

I found out that if you do a factory reset then everything works fine. Just
make sure you sync the devices beforehand so you don’t lose data. I hope
this helps!

Moderator edit: personal info removed

[KateFitbit]

@whitenjau thanks for your feedback, glad to hear it's working correctly. 

@SunsetRunner have you tried restarting the tracker?

[Bentley1231]

Nothing works on mine. The faces won't even upload 

[sneezyroo]

My son just got a fitbit ace 2 for his birthday yesterday.  He likes the ROCKY clock face.  However it seems to be displaying 99999 for the activity.  I have done a reset to clear user data (nothing there yet so I was happy to do it) but that did not fix it.  I've tried restarting but I never seem to get the smile face and clock to reappear and vibrate.  Not all faces do this I don't think but I know for sure the heavy stats one does not.  

Any ideas?  Any fixes coming for this?

[sneezyroo]

Just tried the Fred face and it has the 99999 as well.

[Eccohawk]

it's a miracle, we finally got this thing to update the firmware.  but now the sync is taking forever, and the clock face won't update.  continues to give failure notifications.  Not sure what to make of this.  It's been nothing but problems with these devices since we got it a month ago. If there's specific info you want people posting when they have issues so your dev team can track it, someone should post that.

[CAWM1990]

We just got my daughter her Fitbit Ace2, she likes the “Rocky” clockface, as many others have mentioned.

Same problem, shows “99,999” activity hours instead of steps. Same problem with “Fred” clockface, and when I tried the “Sprout” clockface, it showed “134,283,” and didn’t have the feet or lightning bolt symbol (she had 8,588 steps at that time and 252 active minutes). But everything displayed correctly when I changed the display to “Stats Heavy”.

Firmware is version 1.63.5 and I have reset the Fitbit several times with no fix. What can I do to make this work correctly? Return and replace?

Thank you,

Christine

[Elena9214]

I am having the same issue with my sons and just got it yesterday. Any luck on getting it to work yet? 

[Jenna04]

Hi my sons watch is less than a week old. It has stopped counting steps all of a sudden. I have erased the account and set up the watch again. But to no avail. Still doesn’t work! How do I restore to factory settings? Is it the same thing as I have already tried? I haven’t got a clue what to do next, he is heartbroken it won’t work!

[PGarcia81]

Having same issue with 99999 in Rocky screen. Very frustrating. Tried clearing data multiple times as well as restarting. Eventually comes back to 99999 in active minutes. I wonder if it’ll reset after midnight. 

[anagaby]

I gave my daughter her fitbit on the 26th (june) and it has been working perfectly until yesterday. It unpaired itself from both her iPad and my phone, it won't sync of course. If I try to switch to kids view it crashes the app and I have to log in again. 

Yes, I've tried everything. Reset both the ace and the phone/ipad. I can't to the factory reset because it won't let me pair/change to kids view. Please HELP!

[Sparks2020]

Has your release provided a fix for the app bug that renders Aces useless and useable? Haven’t been able to sync my daughters Ace for some time. Can’t switch to kid view. App hangs, times out, crashes etc. Can’t correct the time on her Ace, even to use as a watch. 

There are hundreds, possibly a thousand of angry Fitbit users whose kids devices are useless at the moment.

No fix from Fitbit.

Don’t buy a Fitbit kids Ace until this issue is resolved!! It’s a waste of money. Check the Community Discussion threads for updates first!! This is as of 5th July! 

[Lav77]

If you can’t get in to kid mode, how are we supposed to update? We have two kid’s Fitbits and neither of them are syncing, and we are unable to see their weekly stats. Seriously disappointed with this.

[KateFitbit]

Closing this firmware update notification since a new update is coming soon.