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New device won’t sync and has white line on screen!

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‎09-12-2019 18:55

‎09-12-2019 18:55

We bought our daughter a Fitbit Ace 2 today. We got the device home and did just as the instructions said. Charge device. It’s been charging for over 2 hours and it has a white line on the screen. The button on the side is not working and it won’t show me the battery percentage and won’t restart. The screen still has a white line on it even when I tap on the screen! HELPPPPP!!!

 

im trying to sync it to my iPhone, and I have disconnected my WiFi and Bluetooth several times, to no avail. 

 

Is this thing broken?!

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4 REPLIES 4

‎09-12-2019 20:10

‎09-12-2019 20:10

Hi @Maleficence  First, try that restart again. If that doesn't help, it's time for customer support.

Their phone number is (877)623-4997 between the hours of 4am-8pm PST Mon-Fri, and 6am-5pm PST on weekends, if you're in the USA.

 

If you're not in the USA or if you prefer an online chat or email, then click for contact options

Stepping in the U.S.A. since September 2013. Android 14

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‎07-17-2020 08:02

In response to Odyssey13

‎07-17-2020 08:02

I sync my son's Fitbit to his Windows 10 computer, and had the same issue out of the box (this is the second one he's had due to loss of the first one). 

 

The Windows app was reporting that it had synced but it kept reverting the the flat line without any explanation.  I kept resetting it only to have it return to the Fitbit logo scrolling www.fitbit.com/setup URL.

 

I decided to try syncing to my iPhone, and it immediately told me there was an update required.  It turns out the flat line is actually a progress bar, which moves EXTREMELY slowly!  After the update started on my phone, the Windows app reported that an update was available. Go figure.

 

Perhaps I was not patient enough to allow the update to complete, or it just wasn't receiving the update from the computer.  At any rate, it is updating now and will probably take a LONG time to complete as the progress bar has moved about 1/3 of the way in about 10-15 minutes.

 

Hope this helps someone!

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‎07-18-2020 06:59

In response to jpdavid

‎07-18-2020 06:59

Omg, got my daughter one yesterday, and it's been updating for close to two hours. It's about half way right now. 

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‎11-22-2021 11:14

‎11-22-2021 11:14

How do I reset it?

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