Ace 2 says No Data on sleep screen

[TazzieD]

The device says No Data on the sleep screen when synced with the phone. The app is showing all the correct data, but the sleep part isn’t getting synced back to the Fitbit. It only synced the first time and then not again. I have tried changing clock faces, I have made sure the app is up to date and I have also tried restarting the Fitbit. Hopefully you are able to help me resolve the issue please?

Moderator edit: subject for clarity

[JamieThomas1]

Hi, my Ace 2 has this weird moon icon which is meant to show sleep but it's grayed out with 2 dots below it so can anyone help with this situation?

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @JamieThomas1. 

I appreciate your participation in the Forums and sharing your concern about the moon icon being grayed out on the Ace 2. I am glad to assist you. Your child can wear Ace 2 to bed to automatically track the time asleep and movement during the night to help you understand the sleep patterns. To see the sleep stats, sync the tracker when your child wakes up and check the app. You can find more information about the Ace 2 here. For more information about the device's display, see How do I navigate my Fitbit device's screen?

Since the icon on the tracker is grayed out, I would like to confirm if your child is using the tracker for sleep and if you see the sleep data on the app. 

Looking forward to hearing back from you.

[JamieThomas1]

It tracks sleep and shows up in the app and yes, my child is using it for sleep

[LiliyaFitbit]

Hi @JamieThomas1, thank you for your reply. I am sorry for the delayed response. 

I appreciate the information that you can see your child's sleep in the app, but not on the tracker. I recommend trying the following:

1. Restart the tracker by following the steps from this help article: How do I restart my Fitbit device?
2. Change the clock face:  

• With your tracker nearby, from the Fitbit app dashboard, tap the account icon> Ace 2 tile.
• Tap Clock Faces > All Clocks.
• Browse the available clock faces. Tap a clock face to see a detailed view.
• Tap Select to add the clock face to Ace 2.

Please keep me posted, I'll be around. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @TazzieD.

I am sorry to hear your Ace 2 tracker is saying "No Data" on sleep screen, but the sleep information appears on the app. Thanks for trying to resolve this, I appreciate the additional details and I am glad to assist you. I would like to advise that this issue has been reported to our team and they are already investigating it and looking for a resolution. I am sorry for any inconvenience it's caused and appreciate your patience. 

Let me know if you have any questions. 

[Mags0170]

Did this ever get resolved? We got our boys each a Fitbit Ace 2 for Christmas and have the same issue. The device say No Data but sleep data shows up in the app.

[TazzieD]

Hi,

No this has NEVER been resolved and I have not had any further correspondence from Fitbit.

[Steve9879]

Same here. Was advised I needed to sync to phone 3-5 times per day to keep sleep tracker showing. My son is 8 lol.Obviously a fault they are doing not bothing to resolve as 8yo can just follow their dad about all day to keep their fitbit working.

Any answers. You've nor replied to the persons query. 

Moderator edit: merged reply

[SezD]

We have same issue with same device that was given to my son for Christmas. This needs to be resolved as it is a function I was particularly interested in having my son monitor when he wakes up so he knows if he should try to go back to sleep. Helping with sleep training. 

[Steve9879]

After alot of chatting with fitbit I found the perfect solution. I returned both my newly purchased fitbits (both exactly the same problem) to the retailer for a refund and have now purchased 2 more from a different manufacturer at half the price and twice the functions and will hopefully have staff that will try and find solutions to problems other than bluffing their way through it. Anyone who is willing to accept keeping substandard products with substandard customer service needs their head checked. 

[SezD]

What did you end up with and does it have a vibrating alarm on it? And a
vibrating countdown timer that can be set on the watch (not just app)?
Thanks
--
Cheers,
Sarah

[Steve9879]

Sarah. Yes all of the above. Honor Band 5. Better screen, better functions, better battery life, better app and kids find it easier to use. Less than half the price. Wouldn't go back with the appalling service of fitbit. 

[WindiY]

I am having the same issue.  Was a solution ever identified? We just bought an Ace 2 this weekend and it doesn't display sleep data on the screen. 

[TazzieD]

Hi,

No this has NEVER been resolved and I have not had any further correspondence from Fitbit.

I went back to the store I bought it from and swapped it over for a new one, and it doesn't display the sleep either.

Maybe we have to keep returning them until we find one that works?

[Sferg13]

We have the Ace3 and are having the same issue so I guess it’s not resolved 

[rory_g]

Any resolution on this? The responses from Fitbit appear to consistently be "it has been reported" without the problem being fixed or any update being provided.

We recently bought the Ace 3, and the same problem is on this model also. This is in addition to the problem that we had with discrepancy between the functionality advertised for the Ace 3 (exercise tracking) and the reality of what the device can do (step count only).

I'm fairly unimpressed to say the least.

[Steve9879]

No.

After I was basically instructed that my 9yo son would have to sync his fitbit 5 times a day to my phone to resolve the matter I returned the overpriced junk to the retailer and bought an honor band for one third of the price. Would not touch a fitbit ever again. 

[rory_g]

Disappointing to day the least. I really like my Fitbit Ionic despite a few niggles so I had high hopes for this. I haven't been overly impressed with the Ace though. Great battery life but that's about the only pro.

[TazzieD]

Hi,

No this has NEVER been resolved and I have not had any further correspondence from Fitbit.

I went back to the store I bought it from and swapped it over for a new one, and it doesn't display the sleep either.

Maybe we have to keep returning them until we find one that works?