New Ace 2 Fitbit won't turn on

[Iantho4]

Purchased a ACE 2 fitbit for my son yesterday. I have connected to the charger but the face never turned on. I have left it for an hour however nothing happened. I have also connected to a pc and tired the reset however that has also turned it on. I purchased this while away so I cannot return to the local store.

Moderator edit: format

[JTMWB]

Yep, same issue here on Christmas morning.   Losing faith in the quality control in Santa's workshop.  Please advise.  The Fitbit is charged, has been reset per the instructions above, does not go past the setup screen with Fitbit logo and scrolling URL, and is not broadcasting a Bluetooth signal.   Completely stuck.  Please reply asap.  Thanks and Merry Christmas! 

[Smila12]

How did you get it to reset? I can't seem to do it. It's been charging for a few hours now but still nothing. 

[JTMWB]

Hello Fitbit Community!

I got our Fitbit working.  Just had to wait for the device to be charged to 100% and then opened the Fitbit app again and all worked just fine once the Fitbit was found via Bluetooth. 

A small Christmas miracle 😉🎅.

Press and hold the side button for 5 full seconds and then let go.  You should see a smiley face appear within a second or two and then disappear.  It goes by quickly, so keep a close eye on it.  If not luck the first time, give it another try (or five).

Moderator edit: merged reply

[Ally509]

This is exactly what has happened to mine new fit bit I bought one for my niece and my sister and I were setting it up. It has been off since last night but on the charger. I tried this morning to get it to turn on but it still will not. I’m extremely disappointed as my niece is so excited to get this gift and use it. 

[EynonPower]

I'm glad i'm not the only one trying to do this exact same thing.  I guess its on?  

It shows 97% charged.  If I hit the side button, it has the logo and a scrolling "www.fitbit.com/setup" scrolling.  I keep trying to sync it to the Chromebook app.  It says "Found it!" Has a checkmark and keeps saying Connecting.  Then it says it can't connect.

So I did some googling and its not compatable with Chromebook, which is weird as it just uses an Android OS.  Its a brand new Chromebook (she just got it from Santa today).  So I got my wifes iPhone XR.  Same thing.  Same on my OnePlus 6t.  I'm wondering if its even turned on.  Here I am, an IT professional, googling if this thing is turned on and i can't find a solid answer to it.  

HELP!

[MrsFreeze]

Same here. It turned on initially and I charged it to 50%, but it got stuck installing and now will not turn on at all!

[RobG123]

I've got the same problem here... Got part way through the update and now it won't turn at all. Have an extremely disappointed child and grown up here. Quality control is very poor

[Harrisonfamily]

Same issue here,  nothing on the screen at all and been on charge all day.  Tried the button pressing as above and nothing.  Got one sad little boy who’s Fitbit will not work while his brothers does 😞 

[lmhutton]

We bought 2  of the Ace 2’s, one for each of my nephews. One works and there is doing the exact same thing as what people are saying. It initially turned on and we started the syncing, then it wanted and update and wanted the device charged to 50%, since then it turned off and hasn’t come back on. Even with a hard restart. It has been on two different chargers over the passed 4 hours and still nothing. This is VERY DISAPPOINTING on Christmas Day for a little boy! 

[toniak]

I got mine to restart after INCESSANT failed tries. I had to hold down the restart button while it was charging. It was at 97% and wouldn't restart off of the charger

[Mikethebike999]

Thanks for taking the time to help me out.  I'll keep trying, it's a present from the big man..

[Eilz]

We're also having problems with my daughter's new Ace 2 today. It eventually did the firmware update and can be seen by her iPad but since the update something has happened to the screen. It's very dark and you can only see slivers of the clock, etc, never the full screen's worth, as if only some segments of the screen are working. I've tried restarting it and syncing it but nothing has helped. Not sure where we go from here but we have one sad girl.

[toniak]

I got mine to restart after INCESSANT failed tries. I had to hold down the
restart button while it was charging. It was at 97% and wouldn't restart
off of the charger

[RobG123]

@toniak how long did you hold the reset button down for? I've read both 5 second and 15 seconds so just curious what worked for you?

[toniak]

It was about 10 seconds before it vibrated and gave me anything other than the white line of nothing on the screen

[RobG123]

Ok thanks @toniak . I think my problem might be slightly different in that I have just got a completely blank screen, no white line. I'll keep trying to get it to reset though.

Thanks

[toniak]

What does yours show when it's charging?

[MrsFreeze]

I got mine to work after I charged for two hours and then I tried both options. First I held the button for 5 seconds. Then I did the three presses and pauses in between and the smile came on. Next the white downloading line and it was about 50% installed. Took about 5 minutes to fully install.

Nothing. Mine didn’t even vibrate to confirm it was charging.

Moderator edit: merged reply

[ACairnsy]

By the time I got home yesterday despite being on charge all day the battery had died. I took it off the charger unplugged the usb from the socket then put it back in and the fitbit in charge again and for some reason the device started to charge! The white line had disappeared and I could force restart the device if needed. Once fully charged I was able to update it and it now seems to be working fine. I'm not sure if the battery dying helped our if the charger is just a bit dodgy. The update from my phone took forever and it did crash right near the end but then app tells you if it has run into problems. clicking retry finished the update not long after that.

[Kaitlin921]

Same problem with the Ace 2.  Christmas present, won’t get past the logo screen. I’ve read the replies to this post, and it is fully charged (more than 2 hrs), and did the 5-second restart several times. Please let me know what I need to do to get this to be a present that my kiddo can use. Thanks, Kaitlin.