Fitbit Ace 2 stuck on clock face

[MrsAR]

My sons 2 month old Fitbit Ace 2 has frozen. It’s stuck on the clock face. It does not respond to swipes or taps & will not reset when holding down the side button.

Moderator edit: subject for clarity

[LiliyaFitbit]

Welcome to the Fitbit Community, @MrsAR.

I am sorry to hear your son's Ace 2 tracker is stuck on the clock face and won't respond to swipes or taps. Thanks for trying to resolve this, I appreciate the additional details and I am here to help. I recommend trying the following:

1. Please confirm the steps to restart the tracker: How do I restart my Fitbit device?

2. Try changing a clock face:

• With the tracker nearby, from the Fitbit app dashboard after switching to kid view, tap the account icon> Ace 2 tile.
• Tap Clock Faces > All Clocks.
• Browse the available clock faces. Tap a clock face to see a detailed view.
• Tap Select to add the clock face to Ace 2. Sync the tracker: How does my child sync Ace or Ace 2 with their device?

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

[cxj012]

I have the same problem with one of my ace 2 watches and it is undetectable by my phone or tablet. It's as if the signal has been disabled. Is there a cold restart for the watch?

[LiliyaFitbit]

Welcome to the Fitbit Community, @cxj012.

Thank you for joining the thread and sharing the details of the issue with one of your Ace 2 trackers. I am glad to help. You can restart the tracker by following the steps from this help article: How do I restart my Fitbit device?

If the Ace 2 is not paired to your Fitbit family account, please follow the steps to set up the tracker at How do I set up Ace or Ace 2 for my child? Please find the additional troubleshooting steps at Why can't I set up my Fitbit device? 

If the tracker is paired, but it is not syncing, please 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 the 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?

Keep me posted on the outcome. 

[Tors10]

Hi Liliya,

we have pretty much the same issue on my son’s Ace 2. 
it only shows the clockface. Holding down the button would also show the battery level, but No response to swipes and taps. 
I have restarted the watch. I have changed the clockface, synced it, restarted again, aso. Still the same issue. 

The Fitbit app says the watch is on firmware 20001.63.5. (App up to date and synced). 
Any more ideas?

Cheers,

Torsten

[LiliyaFitbit]

Welcome to the Fitbit Community, @Tors10.

I am sorry to hear you're having the same issue with your son’s Ace 2. I appreciate your troubleshooting efforts and the additional details. Since 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.