Ace 2 showing straight line after setup using phone

[vininger]

This is a similar situation to what someone else posted; however, their "fix" was to set up the Ace 2 using a phone instead of a laptop or tablet. In our case, we DID set it up with a phone and still have the problem.

Everything seemed to go well with the setup of my daughter's Ace 2; my phone is saying that the device is syncing. Unfortunately, the Ace 2 itself only shows a horizontal line on the face after setup; NO CLOCK FACE is visible. When I try to change the clock face from the app, the app just hangs.

I contacted customer service and was told I'd be contacted by support to help troubleshoot. Instead of being contacted by support, they just sent a replacement Ace 2. Unfortunately, the second Ace 2 they sent us is doing the exact same thing. I don't even know where to go from here. If there are no ideas here, I guess I find a number to call for real-time support?

[LiliyaFitbit]

Hi @vininger, it's nice to see you again in our Community Forums. 

Thanks for the details shared in your post and for your efforts to resolve the issue. I understand how you are feeling about this situation. If the tracker is showing a horizontal line on the face after setup, it is going through the firmware update and may take some time to complete. If you continue experiencing this difficulty, please follow the troubleshooting instructions at Why can't I update my Fitbit device?

I'll be around if you need further help.

[vininger]

I've followed the troubleshooting instructions, including installing the FitBit app for Windows 10 on my computer so I could try a device other than my phone (in case my phone's the problem). I'm getting the same thing. The Ace 2 has a horizontal line across the screen and that's it! I'm leaving the app open on my computer, but I suspect that's not the issue. When I tried it with my phone, I left it for a full day sitting next to my phone with the fitbit app open. Still nothing but a line on the Ace 2 screen. Same thing with both the original Ace 2 we purchased and the replacement that was sent to us (I tried unpairing one and setting up the other). 

 

[LiliyaFitbit]

Thank you for your reply, @vininger.  

I am sorry to hear the issue persists, thank you for your efforts and the additional details. Firmware updates are no longer supported on Windows 10 computers and I recommend using a compatible phone. Since our team has access to your case details please continue the communication through email, they'll further investigate it and provide you with additional information. Meanwhile, please try the following one more time:

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. Sync the tracker. 

I'll be around.

[vininger]

First let me say THANK YOU for trying to help me. While there *is* an open case for this problem I have yet to be contacted by anyone to try to help. The only email I received was a form to fill out for a replacement device. I completed that and received the replacement device, but it behaves exactly as the original, so the Ace2 must not have been the problem.

I followed your advice. This is what I got:
1. My phone is a Moto G5+ with Android 8.1.0. The G5s is listed as compatible. I don't see the G5+ on the list, but I have never had a problem with the Fitbit app on it. My Charge 3 and my daughter's original Ace didn't have problems communicating with the phone. I don't know if the "compatible phones" list is comprehensive. This is the phone I have used with my Fitbit devices for the past 3 years, without issue, but if you think it's a problem with the newest Fitbit devices, please let me know.
2. When I reset the Ace 2, the horizontal line disappears, replaced by the setup screen. When I choose a clock face and tap select, the clock face selection just hangs, like it's loading, indefinitely. I tap on the back arrow, and I get a pop-up that says "Unable to connect to Ace 2--for kids!  Error connecting with Ace 2--for kids!. Please make sure your Fitbit is nearby and powered on and then please try again." From there I went back out to the main device setting screen. I can tap "sync" and it appears to sync; no apparent connections issues upon syncing. Still, the screen on the Ace 2 stays at the "setup" screen.

I am really unsure what to do from here. I've never had an issue with a Fitbit device like this before!

[vininger]

Okay, I just noticed there is a new update for the Fitbit App that my phone hadn't downloaded. I've updated the app and am attempting to get the firmware update for the Ace 2. I'm actually seeing a progress screen on my phone for the firmware update that I've never seen before. Got my fingers crossed; will update with the result!!

[vininger · Accepted solution]

20 minutes later...Ta-Da! Problem solved! 
My phone typically automatically downloads app updates. In this case, there was a very recent update to the FitBit App (3.37.1) that had not been downloaded. I downloaded and installed the latest FitBit App update, and was "magically" able to install the latest firmware to the Ace 2. It appears to be working perfectly now!

Thanks again for the input. I can't believe the fix was this simple.

[LiliyaFitbit]

@vininger Awesome! Thanks for the update, I am glad to hear you're back on track. I appreciate your time and feedback and hope you continue enjoying the Fitbit experience. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you will find great tips and encouragement from other members.

Keep on visiting the forums!