Ace 2 Fitbit got stuck in install

[Lajbs]

My parents gave my 2 daughters Fitbit Ace 2 for Christmas. One works great, the other one won’t work. When I attempted to install it, at first, it kept telling me the charge was too low to install properly. I left it on charge forever, and it took hours to slowly creep above 50%. After it finally did, it still wouldn't install for a while. Eventually, it did start to install, but it got stuck with the white bar at about 75%. After more than an hour, I gave up and quit. I installed my other daughter’s Fitbit and it worked immediately.

I’ve searched the forum and tried EVERYTHING I can find on multiple forum links and still one won’t work. Here’s where I’m at.

I have now charged it overnight. I verified the charger was working by using the same charger to charge other fitbits. When I attach it to the charger, it does not vibrate.

I have done the press/pause reset sequence at least 10 times- nothing.

I have done the button hold until the smiley face shows and then removed it from the charger. I can get the smiley face on the charger, but after I removed it from the charger, nothing happens. I have done this more than 10 times as well.

My phone can find the Fitbit, but nothing shows on the screen when I am told to enter the code shown on the screen.

I even updated my iPhone 7+ operating system!!!! I haven't updated my operating system in months!!! I have tried everything from last night again this morning and it’s still not working.

I need help because I have 2 very disappointed girls waiting/fighting until both fitbits are functioning properly. To be honest, we got these Fitbits through Amazon and if not, they’d already be returned to the store instead of messing with this.

[SilviaFitbit]

@Lajbs Welcome to the Community. I truly appreciate the time you took to share the troubleshooting you've tried and the research done prior to posting. 

Sorry to hear that your daughters haven't been able to use the Ace 2 trackers. In this case, I've shared your post with our Support team and they will continue assisting you through email. 

I'll be around if you have any additional questions. 

[SanjV]

@SilviaFitbit Same problem here but trying to change clock face. Ace 2 is connected, will perform sync but doesn't update clock face. Ace2 responds with "Please wait there is another clock install in progress, please wait for this to finish...." The button is "Ok I'll wait", I've been waiting now for hours, no update. The boys clock face is now not working. This happened with another Ace 2 aswell. Have restarted the Fitbit app on my iphone, Have turned off Bluetooth and re-connected the watch, still nothing. Terrible device.

[SilviaFitbit]

@SanjV Welcome to the Community. Sorry for the delayed reply. 

I appreciate the details mentioned and the troubleshooting tried. In this case, I would like you to restart the Ace 2, force quit the app and try it again. 

I'll be around if you have any additional questions. 

[Hotrod2k82]

It's been how long and still no response or answer? I bought the same model for my kid and have the same issue. Had I known the support for this problem was so unresponsive, I'd never but this product for my child.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Hotrod2k82.

Thank you for joining the thread and sharing that you're experiencing the same issue. I understand how you are feeling about this situation and recommend trying the following:

1. Turn your tracker off and on again using the instructions in How do I restart my Fitbit device?
2. Restart your phone, and retry the update: How do I update my Fitbit device?
3. Log in to the Fitbit account on a different device, and retry the update.

Hope this helps!