Ace 2 has white line across screen

[Roasline]

Setting up Ace 2 on Samsung tablet.

Android app sucessfully detects FitBit device.

However, FitBit device displays a white horizontal line that does not change.

FitBit device is fully charged. Have tried leaving the FitBit device for an hour or two, restarting the FitBit device (holding down button) and reconnecting the FitBit device with tablet (via app setup process).

Moderator edit: subject for clarity 

[JDPFit]

I was having the same problem and I noticed there was a Firmware update available for the Ace 2, however when I tried to proceed with the update I was getting a forever spinning pink circle on my phone (which I am using to synch with the Ace 2). After restarting my phone and attempting the firmware update again, it worked! The white line then brightened/showed progress with the upgrade and once complete everything worked perfectly. The firmware update took about 10min. Hope this helps.

[LiliyaFitbit]

Welcome to the Fitbit Community, @Roasline @JDPFit.

@Roasline Thank you for sharing the details of the issue you’re experiencing. I appreciate your troubleshooting efforts and recommend following the suggestions provided by @JDPFit. For additional instructions, see Why can't I update my Fitbit device? I've also shared your post with our Support team and they've mentioned that you already have a case with them. I know they will be glad to help you out and provide you a solution, just keep an eye on your inbox for further assistance.

@JDPFit Thank you for joining the thread and sharing your experience and solution. I appreciate your time and efforts to help other users.

I'll be around if you have any questions. 

[Roasline]

Hi @JDPFit and @LiliyaFitbit 

Thank you for your replies.

It is now a little bit more complicated. The FitBit device screen now does not display the white line but rather is stuck on the welcome splash screen. It 'appears' to be detected by the FitBit app on smartphone on the main screen but when entering 'kid mode' on the app the device is not detected by Bluetooth. So, according to the instructions from FitBit moderator found here:

https://community.fitbit.com/t5/Ace-Family-Accounts/Ace-2-Firmware-Update-1-88-11/m-p/4371767/highli...

It has not been possible to attempt a firmware update.

Restart (by holding the button) is now not possible.

The Fit Bit support team have provided some limited assitance via Live Chat but have thus far been unable to find a solution.

[LiliyaFitbit]

Thank you for your reply, @Roasline.

I appreciate your efforts and the additional details. While you're waiting for our Support team to contact you, I would like to confirm if you've created a Fitbit family account and followed the instructions to set up the tracker: How do I set up Ace or Ace 2 for my child? 

Looking forward to hearing back from you.

[Roasline]

Yes, @LiliyaFitbit , I can confirm this has been done.

The software and accounts seem to be working and correctly configured. The problem appears to be with the device iteself.

[Roasline]

Just to update the problem is as yet unresolved and the support team have so far failed to make contact as promised.

My faith in the manufacturing/QC processes and customer support of this company dwindles.

Will start to look at returning the device as faulty and will not be using this company in future.

[LiliyaFitbit]

Thank you for your response, @Roasline.

I apologize for any inconvenience. I understand how you are feeling about this situation and appreciate your efforts to resolve it. Due to recent events affecting our operations, our Support team may take longer to contact you. I appreciate your patience and understanding. 

I'll be around if you have any questions.