Ace 2 screen shows a line

[C-Matt]

Fresh out of the box, my son's Fitbit Acer 2 has a line straight through the middle that other Fitbit users have had trouble with & nothing that remedies the issue. The difference here is they had year old devices. So this happening to a new one is discouraging. It makes me wonder if there is a software flaw or if this is a shipping & handling error. At least the other consumers got some use. So disappointing. I barely had time to go pick it up let alone dealing with the mess of returning it or chance & exchanging it, hoping the next one works. And my kiddo is so jazzed for this. Ugh.

Moderator edit: updated subject for clarity

[Odyssey13]

Reach out to customer support. Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA. The phone number to call from the UK is: 0800 069 8505. Operation hours: 9:00am - 6:00pm. If you're not in the USA or if you prefer an online chat or email, then click for contact options

[JuanJoFitbit]

@C-Matt, welcome to our Fitbit Community! I'm sorry to hear that your son's Fitbit Ace shows a line through the screen. I totally understand how you feel about this.

If you haven't contacted our Support team as @Odyssey13 advised, I'd like you to try a restart process in the meantime. You can find the steps to restart the Ace in this help article. After this, try changing the clock face and see if the issue gets fixed.

Keep me posted on the outcome.

[herbturbo]

For anyone else coming here - I got two of these for my kids on Christmas. The line means it is updating. Eventually you’ll notice a brighter line appearing over the top to show update progress. 

[JuanJoFitbit]

@herbturbo, thank you for joining us in this thread and our Fitbit Community. By the way, thank you for troubleshooting this issue before contacting our forums.

I appreciate your input and the information you provided. I'm pretty sure that this will be helpful for other users that experience the same.

As a side note, I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often.

[mphl]

The line that's appearing on my daughter's screen in lower than the one that indicates an update is happening.

[CatHolmes1980]

I've just had exactly the same issue with a brand new ace 2 for my sons birthday. Haven't got the time to be sorting this out. Massive disappointment. Dont know what to do about it packaging has bern recycled now too.

[MikelP]

Hi, had something similar. Based in UK. Tried a number of things as it was out of support hours. All of which didn't work. Figured worth noting to save someone else doing them.

1. Tried resetting.

2. Tried setting up from a different device (a windows 10 laptop)

3. Made sure no other fitbits in vicinity

4. Setup another brand new account with just the ace 2 and no other fitbits.

I've given it about 2 hours on the initial setup on just the line before trying each of the steps. Firmware shipped is 3001.40.55.

Hoping support will suggest a replacement. I presume what's happened is the firmware update has crashed and stuck in a loop

[MikelP]

Following up on this. Didn't need a replacement. Just needed to use a "more" compatible device. I was using a Motorola G6+ which worked for a flex 2 and some others. Customer services suggested trying another phone. Fortunately wife had an iPhone 5 which despite being way older managed to download the firmware and update the ace 2. So all working and no replacement needed.

Hope this helps someone else.

[AruVasan]

Android & Windows Fitbit apps always have this issue... So, setup using Apple devices.. it should work.. I called Support twice and they asked me to try on different device, I tried with iPhone and it worked for my Alta. Now the same happened for Ace 2 also..

[vmnalley01]

Hi my son just got the ace 2 for christmas yesterday... i came home put in on charge and set up his account. i read this thread before going to bed and it said it was updating and give it time. i gave it 7 hours; and still nothing. i tried setting it up with my phone (i have an iphone xs) my phone doesn't locate it... i am not sure what to do...

[boyo1908]

This is definitely an issue with the app and whatever device you are setting it up from. We don't have any Apple devices so was concerned when started to read this thread.

I started with my phone (OnePlus 7 Pro) and to begin with it didn't even find it. Then I tried to set up with my Windows 10 desktop instead. Found the watch and got to the stage of the line on screen and stuck - I then found this thread!

Left for an hour or so, nothing

Reset it again and tried again with my phone (having restarted the phone too). Now has found it and got the update - the app now actually telling me it's updating and giving me % progress etc.

It's an awful solution but recommend setting up with any other devices you have. To start again, remove the device from the app that you have it (select the watch and select Remove Device at the bottom (or at least that's what it looked like for me). While the watch is on charge, hold down the button for approx 8 seconds and the screen will go off. Let go of the button. A smiley face will then appear and, probably, the setup screen. Can then start again. Hope that helps!

[PaulAllen]

Tried the lovely Windows10 app, didnt work. I removed the Ace2 since I was setting it up for my child. What a chore.

The app DID find the watch but kept saying it was Synching, with a progress meter who eventually showed it was complete. Was it? The horizontal line remained. I gave up after removing and adding the device several times. The Android app worked much better. It found the watch like the Windows app did, but at least told you it was trying to apply an update! I assume this is what the Windows10 version of the app was trying to do, albeit unsuccessfully. I have a Moto G6 Android phone. We did not need to resort to my wife's iPhone8 thankfully! The whole process of updating took about 10-15 minutes between the update downloading itself, then the Android app applying the update itself. At least the horizontal bar was increasing on the Android version, which is something the Windows10 version of the app failed to do.  It's a shame the Ace2 needs a proprietary contact charger with the Fitbit itself. It's a little overkill for such a simple device. USB-C would have done the job just as well. What happens when you lose the USB charger cord made for the Fitbit? I call this proprietary milking of the masses. Either way I hope the user experience on the Ace2 for my 5 year old will catch on with the adults! Stay safe and healthy everyone.

[feffret]

Thanks, MikeIP.  I recently got an Ace 2 for my son, and even though the watch seemed to connect to my Windows 10 laptop, it had a single faint horizontal line across the screen and nothing else.  Fully charged, manually reset (smile and short vibration confirming restart), but nothing but "fitbit.com/setup" scrolling on the screen.  After seeing your post, I downloaded the Fitbit app to my Samsung S10 and at some point in the process was prompted to make sure both the watch and the phone were running the same version of firmware (I think).  Anyway, once paired, the phone proceeded to update the watch (a ten minute process?), and the phone app gave me options for clock face, etc., and away we went.  Thanks for the tip. 

[vmnalley01]

Still not having any luck. I have removed the device on the Fitbit app and have tried setting it up several times. Even downloaded the app to my Samsung tabE and still cannot get this ace 2 to set up. I am at my wits end. My asus has windows 10 and we have two iPhones. I am not sure what else to do. 

[Muewsik]

I'm curious what version your device shows as 'current' ... my Ace 2 states it is Ver 3001.40.55 ... Is there an update I'm missing?

I've read the thread and have all the symptoms being described with the Ace 2, having tried multiple Android devices, and now a Win 10 laptop that appears able to find & sync with the device - but go no further than that. Displaying a single horizontal line at the mid-point of the screen. I have tried updating a clock to force something else, but no luck, just spins endlessly when you attempt.

[boyo1908]

I think that's what mine was originally on. Following update I'm now on
39.20001.88.11 (which is annoying as it doesn't seem to be the same
versioning system.)

[Muewsik]

To be clear you have an Ace 2 also? And it shows 39.20001.88.11. 

I'm wondering what I could do to trigger the next version update if so.

I have the fitbit on it's charging dock plugged into the device it is syncing with automatically. It will periodically sync on it's own and give me the appropriate 'Synced today, a moment ago' confirmation. So at least I have confidence something is working in the chain of command.

[vmnalley01]

How do you find out this information?

Get Outlook for iOS

[boyo1908]

Yes that's correct. That's exactly the functionality I had on my windows 10
machine with it showing as syncing but watch essentially dead with the line
(which is an empty progress bar). Only worked when I removed it and paired
with my phone instead.