Fitbit Ace says "connection failed"

[kimndane]

I am using my laptop to connect the Ace to the Fitbit app in order to sync.  When it tries to locate the Ace it says connection failed.  Could it be the charging cable?  It's powers up the battery but refuses to find the Ace.  I just want to update the date on my daughter's Fitbit Ace.

Moderator edit: format

[JuanJoFitbit]

@kimndane, welcome to our Fitbit Community! I'm happy to assist you with your daughter's Fitbit Ace since it's not connecting with your computer.

Please let me know what is the operating system that your laptop runs.

Looking forward to your response.

[kimndane]

Thank you for responding - Windows 10

[JuanJoFitbit]

@kimndane, thank you for getting back and letting me know the operating system.

Please restart your daughter's Fitbit Ace as described in this help article. After this, try the steps that are listed in this help article in order to set up the Ace with your laptop.

Let me know how it goes.

[kimndane]

I restarted the Ace then went to the App. When I asked it to sync - it says searching for tracker - then it says unable to connect.

[JuanJoFitbit]

@kimndane, I appreciate the time spent trying the steps suggested above. Since the issue persists, let me go ahead and forward your case to our Support team so they can investigate further and provide a solution. You will receive an email from them soon.

Let me know if you have any questions.

[noah157]

I have the same issue, but am trying to connect to Samsung phone. I get to the stage where I enter 4 digit code of ace into phone then it fails to connect. tried several times. Like original poster, I only wanted to correct time on fitbit? Have tried resetting. Turning Bluetooth on/off. 

[JuanJoFitbit]

@noah157, I'm sorry for the late response. However, let me welcome you to our Fitbit Community.

Regarding the connection issues that you are experiencing with your Fitbit Ace and your phone, I would like to know what is the model of your Samsung device.

In the meantime, please make sure that you are following the setup process as described in this help article and see if the issue gets fixed.

Keep me posted.