Ace 2 has black screen and won't update

[KateHay]

Hi, my daughters Ace has stopped working. The screen is blank. I have tried resetting as per instructions and while it vibrates, nothing else happens.

I have tried to update it also but the app cannot find the Ace.

We have only had this since Christmas so it's not good.

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @KateHay.

Thanks for the details shared in your post and for already trying to resolve the issue. I understand how you are feeling and recommend trying the following:

1. Check if the Fitbit app is updated to the latest version: How do I update the Fitbit app?

2. Confirm the steps to restart the tracker: How do I restart my Fitbit device?

3. Restart the phone, and retry the update: How do I update my Fitbit device?

To confirm the steps to sync the tracker, see How do I sync an Ace tracker with my phone or tablet? 

Hope this helps. 

[KateHay]

Thanks...none of these worked so I have been on Live Chat and a replacement is being sent out.

[LiliyaFitbit]

Thank you for your reply, @KateHay.

I appreciate your efforts and the additional details. Thank you for getting in touch with our Support team. I am glad to hear you'll receive a replacement and hope you continue enjoying the Fitbit experience. Thank you for posting the update here. Let me invite you to visit our Health & Wellness board where you can make new friends and create your own topics.

Keep on visiting the forums!