Fitbit Ace won't stay on

[lew66]

My child's Fitbit Ace is fully charged but shortly after putting it on, she notices that it is off and will not turn on.  We plug it in and it shows the battery nearly fully charged.  When we take it off charge, the battery icon still shows the lines on it like it is charging.  We have cleaned the contacts, tried different USB ports, and removed and re-added it to her account.  We have also tried resetting the Ace by pressing the charging button 3 times.  It seems to reset, but we have the same issue that it will not stay on.  Sometimes it is only minutes later when it turns off and becomes unresponsive.  It was working fine until about a week ago and I don't know what has changed to make it start to behave this way.

Can anyone suggest something we can try... it is not usable at all now.

Moderator edit: subject for clarity 

[Jrdubyakc · Accepted solution]

@lew66  It seems like you have tried all the typical troubleshooting steps.  You might try to reset it (like you already have) a few times in a row. I have had success with that a time or two.  But if that doesn't work then you should probably call customer service. 

[lew66]

thanks @Jrdubyakc .  I'm sure I had reset the device a dozen times, but it seems like doing it a few times in a row has helped... The device has been working for a full day now.  I will keep an eye on it and see if it happens again.  

thank you for your help.

[lew66]

Hi @Jrdubyakc , I think I spoke too soon.

Although resetting it a few times did allow us to get the device working for a day, it shut down again the next day.   When plugging it in, it showed that it still had charge, but needed to be reset again a few times and then it stayed on for a day again.  I don't think this solution has fixed it unfortunately.

[Jrdubyakc]

@lew66 Oh no.  Sounds like it is time to reach out to Fitbit customer service.  Definitely let them know the different troubleshooting steps you have tried.

[LiliyaFitbit]

Welcome to the Fitbit Community, @lew66. It's nice to see you around, @Jrdubyakc.

@Jrdubyakc Thank you for your support!

@lew66 I am sorry to hear your child's Fitbit Ace won't stay on. Thanks for trying to resolve this, I appreciate the additional details and I am glad to assist you with this. 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.