Fitbit Ace 2 won't set up nor update the firmward

[Trocco]

Son’s birthday was yesterday. He was so excited about his fit bit. I have tried several times to update the firmwear during my initial set up and have failed every time. I am now at 100% battery life on my iPad Pro 9.7”. I am connected to WiFi. Please tell me what to do. I saw several people have reported the same issue. I’m so disappointed.

Moderator edit: updated subject for clarity

[SunsetRunner]

Hello and welcome to the Fitbit Community @Trocco 

I understand you’re trying to set up your sons Fitbit Ace 2. (What a great Birthday present by the way) Because your question surrounds the set up of the Fitbit Ace 2 I’m moving your question to the “Ace & Family Accounts” here:https://community.fitbit.com/t5/Ace-Family-Accounts/bd-p/ace I feel your question is better suited there, will get better exposure and more relevant answers to your specific question. I’m sure you will be helped there. 😃

[LZeeW]

Hello @Trocco and a warm welcome.  @KateFitbit posted some troubleshooting tips in this thread . If you follow the steps and the update still fails, then I think you should contact Support for more help.

You iPad Pro is fully compatible, so I know that compatibility is not the issue.  Wi-fi is not an issue.  The Ace 2 doesn't use wi-fi for updates, just Bluetooth.

[JuanJoFitbit]

@Trocco, I'm sorry for the late response. However, let me welcome you to our Fitbit Community. I'm sorry about the firmware and setup issues that your son's Fitbit Ace is experiencing.

I would like to follow up on the firmware and would like to know if the issue persists or if it got resolved after following the advice that @LZeeW shared.

If you found her post helpful, please accept it as a solution so other users that experience the same issue can find it easier.

Looking forward to your response.

Thank you for helping us to keep the Community organized @SunsetRunner.

See you guys later.