Ace 2 stopped syncing

[vcaldan]

Hopefully someone can help me out.

After doing the firmware update along with the app update, my son's Ace 2 suddenly stopped syncing with my phone. I have restarted the Ace 2 multiple times, turned bluetooth off and on, uninstalled and reinstalled the Fitbit app, restarted my phone and even made sure everything related was up to date and it still shows "Sync Failed." We really need this to sync with my phone because he uses the Fitbit stats for his virtual learning / remote learning PE grade.

Is there another troubleshooting solution that I haven't seen or tried yet?

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @vcaldan.

I am sorry to hear your son's Ace 2 won't sync. Thanks for trying to resolve this, I understand this is important for your son's virtual learning. I appreciate the additional details and I am here to help. Please try the following steps one more time in the given order:

1. Remove the tracker from the Bluetooth settings on the phone.
2. Turn off other Bluetooth connections that are nearby.

3. Force stop the Fitbit app on your phone: Settings > Applications > find the Fitbit app > select it > select Force stop. 

4. Reboot your phone and restart the tracker by following the steps from this help article.
5. Open the Fitbit app and try to sync the Ace 2 tracker. You can confirm the steps in this help article: How do I sync Ace or Ace 2 with my device?

Let me know how it goes, I'll be around. 

[vcaldan]

Thank you for your reply. I tried the method/process you suggested and now the Ace 2 won't even pair with my phone. I tried pairing it with my husband's phone and the same thing is happening. It keeps searching for the Ace 2 via Bluetooth (after turning it on and off and unpairing the device), finds it but gets stuck on "connecting." The 'having trouble' screen pops up with suggestions but those don't work either.

[LiliyaFitbit]

Hi @vcaldan, thank you for your reply. 

I am sorry to hear the issue persists, thank you for your troubleshooting efforts. 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. 

Let me know if you have any questions. 

[Muks761]

Hi, I too seem to have a similar issue with my Fitbit Ace 2. It is not being discovered by Bluetooth on both of my devices. I have restarted it many times as well as restarting both of my phones, still no luck. What other suggestions are there please?

Thanks in advance

Mukesh

[LiliyaFitbit]

Welcome to the Fitbit Community, @Muks761.

I am sorry to hear you're experiencing similar issue with your Fitbit Ace 2. I appreciate your troubleshooting efforts and the additional details. If the tracker is not paired to your Fitbit family account at the moment, switch to kid view and try to set up the tracker. You can find the complete troubleshooting instructions in this help article: Why can't I set up my Fitbit device?

Keep me posted on the outcome. I'll be around if you have any questions.

[Muks761]

Hi thank you for your email. I removed all Bluetooth connected devices and was able to pair the ace 2 on the kids view. Many thanks for your assistance. Have a good day.

regards,

Mukesh

[LiliyaFitbit]

Hi @Muks761, thank you for your reply.

I am glad to hear the issue is resolved. Thank you for posting the update here, I appreciate your time and feedback. 

If you have time, check our Health & Wellness board where you can make friends and find great tips to achieve your fitness goals. 

Keep on visiting the forums. Happy stepping!