Unable to set up Ace 2

[Besama]

I am having difficulty setting up mum son’s new Ace 2. I have spent a significant amount of time going through each of the troubleshooting options including:

1. Checking the iPad Pro has at least 50% battery

2. Turning blue tooth off and on

3. Restarting the Ace 2 (including restarting it multiple times)

4. Deleting the Fitbit app and downloading it again

5. Turning the iPad Pro off and on

6. Checking the child account has been set up correctly

7. Even returning the Ace 2 and getting a replacement watch (apparently it is not uncommon for people to return watches due to problems with the set up - something I would not expect given the reputation and cost of Fitbits)

8. I am definitely connected to the Internet as otherwise I would not be able to send this message

9. I have taken my Fitbit Ace off so that it is not nearby

The app informs me that there is a Firmware update for the watch but unfortunately as I cannot set up the watch, I am also unable to update the software on the watch. Could the be the underlying problem? If so, what can I do to resolve it?

I am really disappointed that the set up is proving to be so difficult and would be grateful for your guidance as otherwise we may end up having to disappoint my 8 year old son by returning the watch. 

[Walksmore]

I am having the same issue.  Tried to connect with 3 different devices (two Android phones and a windows 10 computer) with no luck.  I even tried it in multiple locations with no other Bluetooth devices around.  It finds the watch when setting it up, but will not connect to complete the setup.  Very disappointed son as well.  Probably going to return it if I don't hear of a solution in the next couple of days.

[Cbm2009]

I am having the same problems here.

[JuanJoFitbit]

@Besama @Walksmore @Cbm2009 welcome to our Fitbit Community! I'm happy to assist you with the setup issues that you guys are experiencing with your Fitbit Ace trackers. By the way, thank you for troubleshooting this issue before contacting our forums.

I would like to know what is the brand and model of the phones you are trying to set up your trackers with.

In the meantime, please make sure that you are following the setup process as described in this help article. Finally, let me know if you get any error message during the setup process.

Looking forward to your response! 

[Walksmore]

I have tried syncing the Ace 2 to an LG Stylo 3, Moto G5, and a Toshiba laptop with Windows 10 Home edition and have got the same result on all three. All three are able to connect to other Bluetooth items with no problems.

Sent from my LG Mobile

[MissCapulet1]

Hello, 

I am having the same issue as described by all of the other people here. I've attempted numerous troubleshooting techniques to no avail.

I am attempting to sync with an iPhone 6s. 

Thank you.

[matthew556]

I'm having the same issue, ace 2 wont do firmware update, onto Samsung a6, I have a blaze on another a6 with no issues

[Lisa1684]

I'm having the same issue, trying to update a new Ace 2, just arrived today for my daughter. I'm setting it up on my account as instructed, on an iPhone 7. I have followed all instructions, restarted the tracker, removed the device and tried again, even reinstalled the app. Each time I try to download the software it downloads to about 5% then I get the message 'Update Failed'. Internet signal is strong and bluetooth is working.

Any suggestions on what to try next gratefully received.

[Ann078]

I have the same problem.  I have tried from 19 till 21u30.  Daughter is very disappointed.

I have tried with Samsung galaxy A5, Samsung J5 and Iphone 6S.

Can it be solved??

Thanks

[Ace2headache]

1. Same problem iPhone 7

[thisisRobbo]

I have the exact same issue as above.

I have set up an account correctly; the iPad can connect to the Ace2; but when it 'starts update', it says update failed after downloading 6% of the update. I've tried to set it up via my Android phone too - but I have exactly the same result.

I've followed all the 'helpful advice' and have reset all devices, toggled bluetooth on and off etc. but to no avail - What am I doing wrong?

[Emsy1]

I am trying to set this up ready for my daughter's birthday tomorrow but having problems, I've tried on several devices. I have an account that I wanted to link it to, I've tried all the advice given but to no avail, it won't connect or update! Going to have a very upset little girl in the morning!! 

[Lifestyle1]

Same problem iPhone 7

 I’ve read & followed strategies on the website, Manuel, and on Fitbit app. 

This is frustrating and I’m concerned in keeping it, if it’s already creating problems. 

[stiduck]

Today after waiting 2,5 weeks for the watch to ship, I'm also having trouble upgrading the firmware. Used an iPhone 6, Samsung Galaxy S8 and a Samsung Galaxy Tab A 10.5.

I'm very disappointed over Fitbit!

[Emsy1]

I'm trying on a OnePlus 6t, have tried on daughter's Samsung Tab also. Not very happy as my Versa connected so easily! May send back for a refund!

Sent from Yahoo Mail on Android

[Anna1212]

I’m having the same problem , I’ve been trying everything for the last 4 hours , it’s a joke !!!! 

[SandyPepperoni]

Same issue here! Tried everything multiple times, on IOS and Android.

[Roseannalynn]

Agree that sending this frustrating little waste of time might be best.  Tried setting it up using multiple devices and just won't update and work.

[Lifestyle1]

I just called in for help and their server is down. Hopefully it will be up & running later in the evening or early morning tomorrow.

Get Outlook for iOS

[Roseannalynn]

Just an FYI, called customer service, they have no idea when it will be fixed. I'm sending mine back!