Ace 2 - unable to change clock face

[vetism]

I just registered two new Ace 2 trackers for my 2 kids.  When attempting to change the clock face in the app, under the All Clocks section, we see all the available clock faces to choose from.  But after selecting one of them, the "processing" symbol just keeps spinning and nothing happens.

The app version is 2.44.1997 (64029) on Windows 10

Ace 2 firmware version is 20001.63.18

[LiliyaFitbit]

Welcome to the Fitbit Community, @vetism. 

I appreciate your participation in the Forums and sharing the difficulty you're experiencing trying to change the clock face on new Ace 2 trackers in the Windows 10 app. Thank you for providing the additional details, I appreciate your efforts and I am here to help. 

I recommend to log out/log back in and confirm the steps to change the clock face:

1. With your tracker nearby, from the Fitbit app dashboard, tap the account icon > Ace 2 tile.
2. Tap Clock Faces > All Clocks.
3. Browse the available clock faces. Tap a clock face to see a detailed view.
4. Tap Select to add the clock face to Ace 2.

Have you tried to change the clock face on iOS or Android supported device?

Keep me posted on the outcome. 

[vetism]

Thank you @LiliyaFitbit for your response.  I logged out and logged back in to the Windows 10 app, followed your precise instructions to change the clock face, and regrettably the issue persists.

I was hoping to only utilize the Windows 10 app because it's the family laptop that both kids have access to, and therefore they can both sync their own trackers.  If I must change the clock face using my Android device, I could give it a try I suppose.  As I understand, the Ace 2 can only be paired with one device at a time, so does that mean I must un-pair the Ace 2 from the Windows 10 app first, and then add the Ace 2 in my Android app?  I assume after trying this, I can un-pair from Android and then re-pair to Windows 10 to resume their regular sync'ing?

[Konsta_ · Accepted solution]

I had the same problem here.  

>Have you tried to change the clock face on iOS or Android supported device?

I've tried to change the Ace 2 clock face using my Win10 laptop, two different Android smartphones,  and even pre-historic Win10Mobile Mictosoft Lumia 640LTE.

Result was the same: 😉

BUT, it worked fine from my iPhone! Apple rocks!

>I must un-pair the Ace 2 from the Windows 10 app first, and then add the Ace 2 in my Android app? 

No need. Before connecting to a different device, reset the tracker:

[LiliyaFitbit]

Thank you for your reply, @vetism. It's nice to see you around, @Konsta_ . I am sorry for the delayed response.

@Konsta_ thank you for joining the thread and sharing your experience, solution and screenshots. I really appreciate your time and efforts to help other users! 

@vetism I appreciate your efforts and the additional details. I understand your concern and would like to confirm if you've already followed the steps provided by @Konsta_ ? I'll be glad to assist you further if you continue experiencing any difficulties. 

Let me know if you have any questions.

[vetism]

As suggested by @Konsta_ we borrowed a friend's iPhone and tried to change the clock face with the iOS Fitbit app, and it worked.  This suggests to me that the Windows 10 Fitbit app itself has a bug in the clock face feature, and I hope Fitbit would patch it soon and release an update.  Thank you.

[LiliyaFitbit]

Hi @vetism, thank you for your reply.

I am glad to hear you were able to change the clock face using an iPhone. Thank you for posting the update here. I appreciate your time and feedback. Our team is always working on improving our devices and user experiences, and your comments are always welcome. I hope you continue enjoying the Fitbit experience and working on your goals. 

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.

I'll be around if you need further assistance. 

[Joy514]

I'm having this same issue using an Android phone. How can I resolve the issue?

[LiliyaFitbit]

Welcome to the Fitbit Community, @Joy514.

Thank you for joining the thread and sharing that you're experiencing the same issue. I recommend checking if the Fitbit app is updated to the latest version: How do I update the Fitbit app? After that please force close the Fitbit app, restart the phone and try to switch to kid view and change a clock face: 

1. Tap the Today tab, and tap your profile picture.
2. Tap My Family.
3. Under your child's name, tap Switch to Kid View.

4. Tap the account icon > Ace 2 tile. Tap Clock Faces > All Clocks.
5. Browse the available clock faces. Tap a clock face to see a detailed view.
6. Tap Select to add the clock face to Ace 2. Sync the tracker. 

Hope this helps.

[Joy514]

Thank you for your email! This fixed the problem. Looks like updating the
app was the step I was missing.

[LiliyaFitbit]

Thank you for your reply, @Joy514.

This is great news and I hope you continue enjoying the Fitbit experience! Let me invite you to visit our Health & Wellness board where you can share your experiences, make new friends and create your own topics.

Keep on visiting the forums!

[LeVuong]

HardReset.info:

Change Watch Face FITBIT Ace 2

FITBIT Ace 2 has a possibility to switch watch faces. Check out the attached instructions, where we teach you how to change watch face in FITBIT Ace 2. If you want to refresh the screen of your FITBIT smartwatch, find out the below instructions, and learn how to get access to the display settings and without any problem, update the display in FITBIT Ace 2. Let’s follow the tutorial and change watch face on your FITBIT device easily. 

1. First, to change the Watch Face your tracker needs to be connected to a device with the FitBit app installed on it.
   Learn more
2. Now open the app and from the dashboard select the device you want to change the Watch Face on.
3. Select the "Clock Face" option.
4. Then choose desired Watch Face and tap it to confirm your choice.

[LiliyaFitbit]

It’s good to see you in the community, @LeVuong.

Thank you for joining the thread and sharing the instructions. I appreciate your time and efforts to help other users. 

In case you have some spare time, I would like to invite you to visit our Discussions board where you can share your experiences, make new friends and create new topics.

See you around.