Ace 2 trackers won't update

[CarrieEJ]

I just bought my children the ace2, however neither of them will update, I have followed all the tips for the website and still having no luck. Both watches are fully charged and connected to my phone.

Please help, I have to very upset children, why is this so complicated to do. My fitbit was simple

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @CarrieEJ.

I am sorry to hear about the difficulty you're experiencing updating your children's Ace 2 trackers. Thanks for trying to resolve this, I totally understand how you are feeling and I am here to help. I appreciate the additional details and would like to confirm if you've restarted the trackers and followed the complete troubleshooting instructions to update the trackers in this help article: Why can't I update my Fitbit device?

You can verify the steps to sync the trackers here: How do I sync Ace or Ace 2 with my device?

Please keep me posted, I'll be around. 

[jacqueline9384]

I just bought my daughter an ace2 as well and received it today in the mail.  After following all the tips, her's too will not update and is completely unusable.  It just shows a line across the screen and appears to start loading but then times out and turns off.  I've been trying for hours now.

[LiliyaFitbit]

Welcome to the Fitbit Community, @jacqueline9384. I am sorry for the delayed response.

Thank you for joining the thread and sharing that you're experiencing the same issue with your daughter's new Ace 2. I am sorry that you are going through this situation. I appreciate your efforts and the additional details and would like to confirm if you've followed the troubleshooting instructions from this help article: Why can't I update my Fitbit device?

If the tracker is not paired to the account at the moment, please follow the steps at How do I set up Ace or Ace 2 for my child?

Looking forward to hearing back from you.

[jacqueline9384]

I’ve paired the tracker to my acct but it will not complete setup without doing the update first. I’ve attempted the trouble shooting tips for the updating issue multiple times which I found completely useless considering the tracker will not set up and the watch itself is nonfunctional. This thing and the software is complete junk. I ended up returning it and going with Garmin and having much better luck. 

[LiliyaFitbit]

Hi @jacqueline9384, thank you for your reply.

I understand how frustrating this is for you and I am sorry to hear that you returned the tracker. Thank you for posting the update here. I totally understand how you are feeling and appreciate your feedback since this helps us to keep improving.

Let me know if you have any questions.