Ace 2 - clock face update not worked

[jpjackson]

I have tried to update the clock face on my son's Ace 2.  It didn't sync the new clock, and now the fitbit is displaying an error message "log into app and try another".

This doesn't work.  You can't chose another clock face if the previous one hasn't successfully synced.  The data is syncing, so something is going on with the clock download/syncs.

What can I do?

Moderator edit: updated subject for clarity

[JuanJoFitbit]

@jpjackson welcome to our Fitbit Community! I'm happy to assist you with your son's Ace 2 since the clock face that you selected is not loading.

Please try restarting the Ace 2 as described in this help article. After this try changing the clock face one more time and see if the issue gets fixed. Make sure to follow the steps to change the clock face as described in the page 14 of the Ace 2 manual.

Keep me posted on the outcome! 

[jpjackson]

I’m afraid this didn’t work
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Moderator edit: removed personal info

[JuanJoFitbit]

@jpjackson I'm sorry for the late response. However, since the issue persists, I would like to know what is the brand and model of your phone.

Also, make sure that your phone has the most recent Fitbit app installed. If the app is up to date, try logging out of the app, restart your phone, open the app and log in. Finally, try changing the clock face one more time and see if the issue gets fixed.

Let me know how it goes! 

[Ace2User]

Stuck here too.  I tried unpairing, restarting, even erase user data.  Still stuck at clock error.  Selecting a new clock face gets stuck on that one installing.  Is there a procedure for a factory reset wiping everything to try to start over?

[annajs1979]

I'm having the same issue, my son's Christmas present is next to useless now because we tried to install a new clock face.  Also getting "failed to sync" error messages.

I have tried all the below suggestions, hard reset, uninstall/reinstall etc, nothing is working.  We also had a heap of trouble setting it up, very disappointing so far.

Any suggestions?  Is this is a known issue with the ace 2 product? Are there any workarounds?

[JV6]

We are having the same issue with the clock face on my son's Ace 2 and am hoping someone has a resolution to it.

[jpjackson]

We found the problem was when the Fitbit was synced to an iPad. I disconnected the iPad sync and instead had it link to my phone and reset it all and it then worked

[annajs1979]

Hi - I don't have a good resolution, but did manage to get things working by using my primary Fitbit account to sync up my son's Fitbit.  So now my account is unusable but I'll be ditching the Fitbit for an Apple Watch so all good!  I also worked out his iPad was quite old and seemed to cause some of the issues when trying to sync to his own child account on his iPad.