Ace 2 screen locks out

[Graeme1977]

My daughter’s Ace 2 screen locks out after a few hours (sometimes less). Pressing the button does nothing. The only way to get it to recover is a full reset. It can still sync but with nothing visible on the screen. 

It has been like this since she received it as a Christmas present. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Graeme1977.

I appreciate your participation in the Forums and sharing the details of the issue with your daughter’s Ace 2 screen. Thank you for your efforts to resolve this and letting me know that a reset resolves the issue. I recommend trying to switch to a Fitbit clock face if you're using a third party clock face: 

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

Let me know if the issue persists, I'll be around. 

[Graeme1977]

Thank you for taking the time to reply. The problem was present with the standard clock face. I have tried changing it to another one from the Fitbit range but it makes no difference.

[LiliyaFitbit]

Hi @Graeme1977, thank you for your reply. 

I appreciate your efforts and the additional details. Since the issue persists, I've sent your information to the Customer Support team so they can get in touch with you and provide further assistance. You should be getting a reply soon. 

I'll be around if you need further assistance.