Ace Not Setting Up

[Ken8Larsen]

Hi 

I'm having trouble syncing my daughter Ace, I haven't been able to sync to neither my phone or her tablet since Monday. Whenever I try to sync the Ace it comes up with a message saying that the tracker is not found. I've tried switching the Bluetooth on and off, I've tried restarting my phone and her tablet however non of it seems to work.  

Moderator edit: updated subject for clarity

[NellyG · Accepted solution]

Try restarting her Ace several times and then try syncing again. Let us know how you go 

Restart your tracker

[bojoe22]

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@NellyG wrote:

Try restarting her Ace several times and then try syncing again. Let us know how you go 

Restart your tracker

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Restarting the Ace worked for my child's Ace.

My child's Ace was not syncing to any of our devices, so I tried removing and re-adding it to my child's profile.  However, when trying to add it back, the syncing process would fail after entering in the 4 digit code.  The app was able to connect to the Ace up until entering the 4 digit code, but the final connection would not complete.  When that didn't work, I tried the restart method that NellyG mentions, and that solved everything.

[LucyAP]

Awesome help @NellyG! Welcome to the Forums @bojoe22! Thanks for sharing your experience with your child's Ace. I'm happy to hear that the troubleshooting suggested by @NellyG worked in your case. Sharing this solution help other users that might encounter a similar situation. 

Nice to see you here @Ken8Larsen! Please don't hesitate to post back if you need more help or if you have more questions. I'd love to help you to get back on track. 

Keep me posted! 

P.S. To read more about Ace and it's features take a look at the Ace Product Manual.

[Trishk68]

I'm also having trouble setting up my daughter's Ace for a second time. She has only had it since Christmas & I was able to set it up initially, with no problems syncing, but over the last couple of days, it hasn't been able to connect to my iPhone & sync! So I've followed all the steps recommended but still no luck. Finally, I deleted the device & tried to set up again, but now my phone doesn't seem to recognise the tracker at all!!!  

[Trieshard]

I have the exact same problem .it's driving me crazy. Have you had any luck fixing it?

[JuanJoFitbit]

@Trishk68 @Trieshard It's great to see you in our Fitbit Community! I'm sorry to hear about the setup difficulties you've experienced with the Ace trackers. I would like to follow up on this issue and would like to know if you get any error message during the setup process.

In the meantime, and if you haven't done so, please restart the Ace trackers as described in this help article. This will refresh the trackers internally. Finally, try the setup process again and see if the Ace tracker get set up.

Let me know how it goes! 

[Trieshard]

I've tried all of these things multiple times with no luck 😞

Sent from my Huawei Mobile

[JuanJoFitbit]

@Trieshard Thank you for getting back and trying the troubleshooting steps shared previously! Since the issue persists, I'll forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any doubts! 

[Trishk68]

I’m not sure what I did differently, other than restart my daughter’s Ace many, many times - all of a sudden, it’s syncing successfully & consistently.

All of a sudden, my daughter’s Ace is syncing consistently & appears to have no further issues.

Moderator edit: merged reply

[JuanJoFitbit]

@Trishk68 I'm so glad to hear that your daughter's Ace is syncing properly now. Thank you for posting the update here.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community more often! 

[Schming]

We had the same problem - exchanged the fitbit but still didn't work. Turns out the issue was that our daughters tablet was set on power saving mode  - we removed that and hey presto success!

[JuanJoFitbit]

@Schming, I'm sorry for the late response. However, let me welcome you to our Fitbit Community.

I'm so glad to hear that you managed to get your daughter's connected with her tablet. Thank you for sharing the workaround that you followed. I'm sure that this will help other users that experience the same issue.

Don't hesitate to get back if you have any questions and I'll be happy to assist you.