Fitbit Ace 2 blank screen, not charging or syncing

[Clairesdog]

My sons Ace 2 keeps going to a black screen, cannot turn on or access any settings. 

We charge it and sometimes, we can do a reset and it comes back on, however lately we cant even do that, I notice when I access through the family app it's not recording days, sometimes even weeks...even though he wears it daily.

It's only 8 months old and purchased through amazon, who can't help me.

Moderator edit: subject for clarity

[KattyB]

Same thing happens with our. We bought it in January. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @Clairesdog @KattyB.

I am sorry to hear your Ace 2 trackers keep going to a black screen and won't sync. I appreciate the additional details and I am here to help. I recommend following the complete troubleshooting steps from this help article: Why isn't my Fitbit device's battery charging?

To resolve the syncing issue, you can try the following:

1. Remove the tracker from the Bluetooth settings on the phone.
2. Turn off other Bluetooth connections that are nearby.
3. Verify if the Fitbit app is updated to the latest version. See this link.
4. Force quit the Fitbit app.
5. Reboot your phone. 
6. Open the Fitbit app and try to sync the tracker. You can confirm the steps in this help article: How does my child sync Ace or Ace 2 with their device?

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

[SunshineR2020]

We are having the same issue and we have only had them 3 weeks. I've tried charging, resetting and nothing at all. 

[LiliyaFitbit]

Hi @SunshineR2020, it's nice to see you again in our Community Forums. 

Thank you for joining the thread and sharing that you're experiencing the same issue. I appreciate your troubleshooting efforts. Since the steps you tried didn't help, 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.

[Clairesdog]

These steps work for the short term, but then it goes off again, on the app, there are whole weeks missing data too.

[LiliyaFitbit]

Hi @Clairesdog, thank you for your reply. 

I appreciate your efforts and the additional details. Before considering other options, I recommend confirming if the Ace 2 is updated to the latest version. For Ace 2 firmware updates, you need to be paired to the kid account in Kid View. Please be sure to have your Ace 2 attached to the charger while updating. For steps to update the tracker, see How do I update my Fitbit device? You can find more information about the Ace 2 firmware update in this post.

Keep me posted on the outcome.

[Clairesdog]

I have installed the update for the ace 2 and will see if it makes any difference. I shall let you know, Thank you.

[LiliyaFitbit]

Hi @Clairesdog, thank you for your reply. 

I am glad to hear that you have installed the update for the Ace 2. I appreciate your efforts and hope you won't experience any issues with the device. 

If you're still having difficulties, please let me know and we'll continue to work towards a resolution.