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Ace only stays on when connected to charging cable

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‎07-28-2020 04:12

‎07-28-2020 04:12

My daughter's Ace will only show the display whilst connected to the charging cable. If I disconnect it the device seems to stop working (the display won't come back on with a double tap, and it won't sync with the app). When connected with the cable the charging status shows fully charged (and also in the app when it syncs whilst plugged in). I've tried pressing the button on the cable 3 times, and that induces a reboot, as it should, but still doesn't fix the problem.

 

How do I resolve this?

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‎07-29-2020 15:08

‎07-29-2020 15:08

Hi @b-mike, it's nice to see you again in our Community Forums. 

 

I am sorry to hear your daughter's Ace only shows the display whilst connected to the charging cable.

Thanks for trying to resolve this, I appreciate the additional details and I am here to help. Since you've tried already to restart the tracker and the issue persists, 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.

Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.

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