Can't update firmware

[IrishRoadie]

I purchased an Ace 2 for my daughter and was in the process of setting it up. It connected to the device without issue. However, the app then stated there was a firmware update available. I began the update and it got to 8% before it lost it's connection to the device. The device was less than 10cm away from the Ace 2.

Now the device does not see it anyway and all that is on the Ace 2 is a line across the display.

Can anyone point me in the right direction to get it going again?

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @IrishRoadie. 

I appreciate your participation in the Forums and sharing the difficulty you're experiencing with a firmware update on your daughter's Ace 2 tracker. Thank you for your efforts. I recommend charging the battery on Ace 2, and then trying to update the firmware again. You can confirm the steps to update the tracker in this help article: How do I update my Fitbit device?  

Let me know if the issue persists, I'll be around.

[SunsetRunner]

I am having the exact same problem with my daughters Ace2!! I just bought it and charged it, connected it to the app and it said it was doing an update but it never finished and now the screen on the Fitbit is black with the line across and the app says it’s looking for the device. No idea what to do! 

Moderator edit: format

[LiliyaFitbit]

Welcome to the Fitbit Community, @SunsetRunner. 

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 to hear you are going through this situation. I recommend following the troubleshooting instructions from this help article: Why can't I update my Fitbit device?

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

[SunsetRunner]

Thank you. I have all ready done that and still nothing. 

[LiliyaFitbit]

Thank you for your reply, @SunsetRunner. 

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. 

 
I'll be around if you need further assistance.