Ace 2 device doesn't display sleep data, app shows data for both

[Ati5457]

We have 2 Ace2 devices for the kids, and they both work fine except it seems that only 1 of the 2 will show sleep data at a time.  The other one will be showing a dull symbol with 2 dots underneath instead of sleep time.  The affected device seems to be changing almost on a daily basis.  

We already tried to reset the devices but the issue still persists.

The app shows sleep data for both so it seems to be a problem with displaying the data on the Ace2 device.

Moderator edit: format

[JuanJoFitbit]

@Ati5457 welcome to our Fitbit Community! I'm happy to assist you with your child's Fitbit Ace 2 since it's not displaying sleep data even though you have restarted it before contacting our forums.

Please make sure that your child is not wearing the tracker too tight. Also, try changing the clock face to any of the ones that are available. Please check out the page number 14 of the Ace 2 manual in order to know how to change the clock face. Finally, monitor your child's Fitbit Ace 2 during the next 2 nights and see if the info shows on the tracker again.

Keep me posted on the outcome! 

[Ati5457]

Hi again, I changed the clock face on both devices as suggested and the issue is still there. It looks like the device that was last in kid view in the app shows the sleep time  while the other one needs to be synced for it to display the sleep time on the device.

Please let me know if there are any other things I could try to fix this.

[DramaQueenDiva]

Hi @Ati5457, so the affected device seems to be the one that isn't displayed in Kid View on the app, is that correct?

With that in mind, would you mind just trying an experiment for me?  Take one of the Aces and set it up on Kid View on a different device, so in essence, both will be in Kid View.  Try this for a night or two and tell us what happens.  I have a feeling that the only one that's syncing properly is whatever one is in Kid View.

[MScott1]

Just wondering if you found a solution to the sleep display, I'm having the same issue. 

[Zoombot]

I am also having the same issue with my son’s Ace 2. His sleep data shows in kid view on my phone, but not on his Fitbit. I have also tried resetting the Fitbit.

[SmithNB]

Hi

Is there a fix for this please. It was reported awhile ago now so I would expect a solution to be forthcoming by now. 

[areis]

I have a similar case: one Fitbit kids, sleeping data shows up ok in the app, but doesn't show or is inaccurate in the watch face.

There are plenty of users reporting something similar.

[BecsR]

Hi there,

Similar issue. My son and daughter both received Ace 2 models for Christmas and my daughter is unable to access the sleep function via the device. Please advise asap!

[s2164059]

Same issue. Looks like this issue was identified 6 months ago...any update from Fitbit?

[Zoombot]

Hi all. I never did hear from Fitbit, but we did try the hard reset on my son’s Ace 2. It didn’t show past sleep data from before the reset, but any new sleep periods after that point showed up on his unit. 

Hope that helps. Good luck!

[AJ9777]

I am having the same issue 

one on the ace2 configured on iPhone ( shows the sleeping icon) the other one is configured on Samsung galaxy tab device ( not showing the icon)

I tried most of the clock faces with no results, any solution yet ?

[Fastjellyfish]

I had the same issue, the sleep data shows on my iPhone but the sleep icon was dim on my kid’s ace 2. So I changed the clock face to “just time”, problem solved! 

[Eiranne]

Has there been any update on this issue, we have 2 fitbit ace2 as well and only 1 shows sleep on actual watch , it's not a which one is linked to phone more as they each separate to different devices which switch and swop, her one has never shown it,.

Yesterday she walked all day and it didnt track 1 step, once I fiddled with it it started working,, very odd we have it 4mts

Also I cant change clockface either on it,   I'll try a hard reset tonight 

[SSB123]

@Fitbit , I am having the same issue.  My kids’ Fitbit ace 2 watches will not display sleep data until I check it on my phone.  It says “No Data.”

[Anonymousthe1st]

Have you tried holding the menu button for 5 seconds and letting go till a smiley face comes up

Moderator edit: format

[LiliyaFitbit]

Welcome to the Fitbit Community, @Anonymousthe1st.

I appreciate your participation in the Forums and sharing your helpful suggestions. Thank you for your time and efforts to help other users. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

Keep on visiting the forums!