Ace 2 won't turn on even after charging.

[SN2011]

My sons Ace 2 won't turn on. It has been charged all night. There is no button on the charger to press 3 times in 8 seconds. When I press the button on the side it vibrates but nothing comes up on the screen. 

[Odyssey13]

Hi @SN2011  the Ace 2 charges to full strength in one to two hours, so it's not necessary to leave it on the charger all night. The original Ace 2 charger from Fitbit has the restart button on it. Is the charger you used from somewhere else? That restart button is important, as being able to restart the Fitbit seems to help quite a few glitches.

[Shar15]

My daughters ace 2 had the same issue and her charging cable doesn’t have a button and yes it is the original cable that came with it. It hasn’t come on again since I tried an update. 

[CABG08]

We have only had our Ace 2 for one day, and now it doesn't work.  It doesn't show any screen when charging either. 

[Jrdubyakc]

@Shar15 @SN2011 The reset button is hard to see. It is just a black circle on the black base (the USB side). 

[LiliyaFitbit]

Welcome to the Fitbit Community, @SN2011 @CABG08 @Shar15. It's great to see you around, @Odyssey13 @Jrdubyakc.

@Odyssey13 @Jrdubyakc Thank you for your support!

@SN2011 I am sorry to hear your son's Ace 2 won't turn on. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I apologize for any confusion as in order to restart the Ace 2 you need to press and hold the button on the tracker: 

1. Plug the charging cable into the USB port on your computer or any UL-certified USB wall charger.
2. Hold the other end of the charging cable near the port on the back of the tracker until it attaches magnetically. The pins on the charging cable must connect securely with the port.
3. Press and hold the button on your tracker for 5 seconds.
4. Release the button. When you see a smile icon and the tracker vibrates, the tracker restarted.

I recommend making sure the tracker's firmware in updated to the latest version: How do I update my Fitbit device?

@Shar15 Thank you for joining the thread and sharing that your daughter's Ace 2 won't turn on since trying to update the tracker. The charging cable doesn’t have a button and I recommend following the steps provided above to restart the tracker. After that please restart your phone, and retry the update of the tracker's firmware: How do I update my Fitbit device? 

@CABG08 I am sorry to hear your new Ace 2 is not showing any screen. I recommend restarting the tracker and changing a clock face: 

• With the 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.

For more information about Ace 2, see How do I get started with Fitbit kids devices?

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

[patate97]

Hi @LiliyaFitbit 

My kid’s new Ace 2 won’t turn on.
I’ve charged, tried to restart by pressing the side button for 5 sec as you recommended above. 
On the first day, while charging, the smiley face showed up and later a flat line but after that it’s dead. Need your advice. Thank you. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @patate97.

Thank you for joining the thread and sharing the details of the issue with your kid's new Ace 2. I appreciate your troubleshooting efforts. It seems that the tracker needs a firmware update and I recommend to connect the tracker to the charging cable, restart your phone and follow the steps to update the tracker from this help article: How do I update my Fitbit device?

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

[patate97]

Thank you @LiliyaFitbit for your prompt reply. 
Ok, I’ve tried all the steps you recommended and the help article however it still requires the tracker to be on to update and the App on my phone is keep searching for the tracker to sync. 
The version that shows on my app is 3001.40.60 with medium battery level. 

[LiliyaFitbit]

Hi @patate97, thank you for your response. 

I appreciate your efforts and the additional details. Please try to remove the tracker from the child's account and set it up again: 

1. From the kid view, tap the profile picture on the top left corner.

2. Tap Ace 2, then scroll to the bottom and tap the option to remove the device from the account. 

3. After removing the Ace 2 from account, force quit the app and restart your phone. 

4. Try to set up the tracker again: from the kid view, tap the profile picture and tap "Set up". 

Keep me posted on the outcome.

[patate97]

Hi @LiliyaFitbit 

thank you for your advice but all the solutions that you provided are available only when power is on the device and my tracker won’t turn on even if it’s hook to the charger. I’ve done everything recommended but my phone is keep searching for the tracker (which won’t turn on). 

[LiliyaFitbit]

Thank you for your response, @patate97.

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