New Ace 2 displays only a line

[SurbitonJon]

I have just bought a new Ace 2 for my daughter;s birthday.  I have a fitbit account and I have set up a family account and added my daughter.  I have downloaded Fitbit connect on my laptop and linked the new Ace 2 to my account.  The Ace 2 charges fine and syncs ok.  The problem is that it just has a line on the screen.  I have read the posts about resetting the Ace 2 which I have tried (it does nothing) and read the post about clocks.  I have been to my dashboard and looked at the clocks screen and it is blank (no clocks come up and so I cannot select one).  This is my daughter's main present.  Please help me fix it.

[EdsonFitbit]

Welcome to the Fitbit Community, @SurbitonJon.

I'm sorry to hear about the difficulties you experienced with your Fitbit Ace 2. Thank you for trying to get them resolved before contacting us.

We recommend installing the Fitbit app on iOS, Android or Windows 10 devices to sync your Ace 2. Fitbit Connect is used to sync other Fitbit devices.

If you haven't done so, please try the following:

- Log out from the Fitbit app

- Restart your computer

- Log back into the Fitbit app

Then, try once again to change your Ace 2 clock face by following these instructions.

Hope this helps.

[SurbitonJon]

The problem seems to be that the Ace 2 needs new software to be installed to work and that this not possible through Windows app on the laptop. I have instead installed the fitbit app on my phone and been able to install the software that way. I wish fitbit made clear this needed to be done through a phone and I wish it was possible through a laptop as I want to try and keep my nine year old away from phones!

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[EdsonFitbit]

Thanks for your response, @SurbitonJon.

I'm glad to hear that you've resolved the issue with your Ace 2. Thank you for letting us know how you did it.

Our team is constantly working to improve our products and services. Your feedback is highly appreciated.

Have a nice day.