Error when installing Ace 2

[Evelienh]

Hi. Ik try to install my sons ace 2. While it is downloading i get an error every time. What can i do?

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Evelienh.

Thanks for the details shared in your post. I recommend confirming the steps to set up the tracker in this help article: How do I set up Ace for my child? Please also verify if the tracker's firmware is updated: How do I update my Fitbit device?

If the issue persists, please let me know the error you get. I will be glad to investigate further. 

[Evelienh]

Hi,

Thanks for trying to help.
Bit, when we start updating, it is the same. The update Starts, but after a
few seconds, we get again a 'x' on the screen of the ace2.

What is happening?

Evelien

[LiliyaFitbit]

Thank you for your reply, @Evelienh.

I appreciate your efforts and the additional details. I recommend trying the following:

1. Turn your tracker off and on again using the instructions in How do I restart my Fitbit device?
2. Restart your phone.
3. Keep the tracker connected to the charging cable and retry connecting and updating the tracker.