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Ace 2 shows straight line after setup

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‎01-23-2021 12:23 - last edited on ‎01-24-2021 16:25 by

‎01-23-2021 12:23 - last edited on ‎01-24-2021 16:25 by

I set up my child's new ACE 2 with my laptop.  It went through and synced.  But the screen just shows a single, straight horizontal line.  I removed it and did it again.  Same result.  I uninstalled the app and installed again.  Same result.  I then used another device, a tablet, to set it up again.  Synced again, same result.  I tried to install a clock face.  When I select a clock face it just starts loading, never installs the clock face.  Let it sit with the device for several hours in case it was updating.  Same result.

 

Tried to contact customer support.  They said they had a special ACE 2 team that would contact me.  No contact.

 

Please help.  Thank you.

 

 

Moderator edit: subject for clarity 

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‎01-23-2021 13:22

‎01-23-2021 13:22

What I learned:  Don't try to set the Ace 2 up from a laptop or Surface tablet.  Just use a phone.  Problem solved.  The update begins and takes about 15 minutes.  

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‎01-23-2021 13:22

‎01-23-2021 13:22

What I learned:  Don't try to set the Ace 2 up from a laptop or Surface tablet.  Just use a phone.  Problem solved.  The update begins and takes about 15 minutes.  

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‎01-24-2021 16:24

In response to MSA123

‎01-24-2021 16:24

Welcome to the Fitbit Community, @MSA123.

 

Thank you for sharing the details of the issue you experienced and what you did as it may help other members in the same situation. I appreciate your time and efforts. 

 

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!

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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