07-15-2020 02:22 - last edited on 07-15-2020 14:53 by LiliyaFitbit
07-15-2020 02:22 - last edited on 07-15-2020 14:53 by LiliyaFitbit
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
07-15-2020 15:00 - edited 07-15-2020 15:00
07-15-2020 15:00 - edited 07-15-2020 15:00
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:
Let me know how it goes, I'll be around.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
08-09-2020 08:30
08-09-2020 08:30
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?
08-09-2020 12:15
08-09-2020 12:15
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:
Keep me posted on the outcome.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.
08-10-2020 13:49
08-10-2020 13:49
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
08-10-2020 14:00
08-10-2020 14:00
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.
Want to discuss ways to increase your activity? Visit Get Moving in the Lifestyle Discussion Forum.