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

[boyo1908]

If you select the device in the list of devices in your fitbit app it has
it towards the top of the screen.

[vmnalley01]

I wonder if I disconnect my versa 2 from my iPhone I can get the ace 2 to set up

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[Muewsik]

I have the Windows 10 App installed on my laptop and the interface makes this info available under the account tab in kids view.

So in detail... I have a My Family Account in the app, with the Ace 2 device setup within my daughters 'child' member account. When in her specific 'kids view' the last of 5 tabs across the top is labeled 'account' (Dashboard, Challenges, Friends, Notifications, Account), and it is there that this information is displayed for me. 

It is also here that I'm offered options for Clocks, Apps & 'How to Use' Documentation. As well as Silent alarm status, Syncing, etc.

@boyo1908 Thank you for confirming the model and version, it's helpful to be able to connect some dots through the experiences of others on the forum. Now I just need to hunt for how to trigger the version update manually.

Moderator edit: merged reply

[vmnalley01]

Just an update: so based on some responses i chose to remove my versa 2 connection from my iphone. when i did this i was able to get my son's ace 2 to start updating... so currently on 77% download for the update. 

[feffret]

After the (eventual) successful firmware update, the Ace 2 is on v. 39.20001.88.11.

Same here.  I started with my Windows 10 laptop and things looked like they were working, but the watch had only the faint horizontal line.  I left the watch plugged into my laptop's USB port while I installed the Fitbit app on my Samsung S10 phone.  During the app install process there was a cue (if I remember correctly) that basically said the app and the watch should be using the same version firmware and next thing I knew, the phone appeared to be loading the new firmware onto the watch, evidenced by the faint white line starting to show a tiny blip of brightness on one end as it updated.  I recall my phone showing the update progress as a series of red dots.  And as mentioned earlier, the process took around ten minutes in total.

Before the update, I was unable to look up the version on the watch, as it was basically not functioning as a watch/fitness tracker.  Once the update occurred, the firmware version was available through the watch's menu under Settings.

Moderator edit: merged reply