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. 

[Goodlord]

This thing is a piece of garbage!  Fitbit needs to delete all my personal info that I provided to try and set up this product that I will be returning first thing in the morning.  What a joke!

[Lisa1684]

Just come back to the update this morning and all has worked first time. Looks like the servers are up and running again.

[Hk6]

Tried from 1500-2100 last night on a Samsung Note 8, iPhone X, Moto G5, Samsung 7, Macbook Pro, ipad.... every device in our house basically and nothing worked. Same issues as everyone above and did all the troubleshooting steps listed. Even went to a friends house in case it was my wifi! 

[thisisRobbo]

All resolved itself this morning. Seems to have installed correctly... Not a great start, tho 😁

[LiliyaFitbit]

Welcome to the Fitbit Community @thisisRobbo @Ace2headache @Ann078 @Lisa1684 @MissCapulet1 @matthew556 @Goodlord @Hk6 @thisisRobbo @stiduck @Anna1212 @SandyPepperoni @Lifestyle1 @Emsy1 @Roseannalynn . Thank you for your reply @Walksmore. I am sorry for the delayed response.  

@Walksmore @Emsy1 @Hk6 @Lifestyle1 @stiduck @SandyPepperoni I appreciate your efforts to set up the Ace 2 using several devices. I totally understand how you are feeling and would like to confirm if you continue experiencing this issue? I will be glad to assist you further. 

@MissCapulet1 thank you for sharing that you're experiencing the same issue. Upon checking with our Support team, I was told that you have already contacted them. I know they will be glad to help you out and provide you a solution, please keep working with them. 

@matthew556 @Ann078 @Ace2headache @Anna1212 thank you for joining the conversation and sharing that you're experiencing the same issue with updating the Ace 2 tracker. I'm sorry for any disappointment and appreciate your troubleshooting efforts. I would like to confirm if you've tried the steps from this help article: Why can't I update my Fitbit device? Make sure the device is fully charged. 

@Lisa1684 @thisisRobbo I am glad to hear the issue was resolved. I am sorry for the difficulty you've experienced and appreciate your time and efforts. 

@Roseannalynn @Goodlord  I really understand how frustrating this is for you and I'm sorry to hear that you decided to return the tracker. We appreciate your feedback since this helps us to keep improving.

@Goodlord For more information about deleting your Fitbit account, please see this help article: How do I delete my Fitbit account?

I'll be around if you need further assistance. 

[abcdee80]

I have done the same as the previous people.. i have tried multiple devices to no avail. tried turning bluetooth on/off and the instructions on the app say to turn the fitbit off by holding down the left and lower right button(which the ace2 doesnt even have!!!!!) ive turned it off, i have it on the charger now plugged into my windows10 laptop and it is still not updating.. i have a child who is severely upset and this was meant to be an easy setup i was told.. what a joke!!! 

i just want the darn thing to work.

[abcdee80]

it even started updating and then the app said it failed ... but the ace 2 still had the updating line on it .. retry retry retry retry... this is going to be a long night

Update:

took over 2hours to get it to start updating

Moderator edit: merged replies

[LiliyaFitbit]

Welcome to the Fitbit Community @abcdee80. I am sorry for the delayed response.  

I'm sorry to hear about your experience, I totally understand how you are feeling. Thank you so much for your time and efforts. I am glad to hear that you've got the tracker to start updating. Please don't hesitate to let me know if you continue experiencing any difficulty. I will be glad to assist you further. 

I'll be around. 

[Walksmore]

I am still unable to get the Ace 2 to sync. I tried multiple devices again and it still just shows on the phone that it is connecting but then errors.

Sent from my LG Mobile

[abcdee80]

I returned it to the store and bought something else.. 

the ace2 is the most useless item ive bought in a long time.. even once it eventually updated it didn't function as it should. I checked settings and used the help info. to it did not register sleep, and did not register steps unless you literally shook it profusely.. 

i bought the inspire HR it  is responsive and functional.. 

[LiliyaFitbit]

Thank you for your replies @Walksmore @abcdee80. 

@Walksmore I am sorry to hear you're still unable to get the Ace 2 to sync. I appreciate your time and efforts. 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. 

@abcdee80 thank you for sharing that you returned the Ace 2 tracker and purchased the Inspire HR. I appreciate your feedback since this helps us to keep improving. 

If you have any questions, feel free to let me know.

[nunya1]

I am having the exact same issue. I can't update my son's fitbit with the "new firmware" that is available. I have been at the tablet for well over an hour and I am about ready to return his birthday gift to the store from which it was purchased. This should not be that hard, regardless of what tablet/phone one is using. If there is an update, it should be simple and fast, not over an hour. All he wanted was your tracker for his birthday and now we may take it back. Thanks for such a great gift that may now be returned.

[JuanJoFitbit]

@nunya1 thank you for joining us in this thread and our Fitbit Community. I'm also sorry about the setup issues that you've experienced with your son's Fitbit Ace.

I totally understand how you feel about this and your feedback is greatly appreciated.

I would like to know what is the brand and model of the devices you are trying to set up the Ace with. In the meantime, I'd like to share this help page which has the list of the supported devices.

Keep me posted.

[nunya1]

Thank you for reaching out. After about 4 hours, literally, and restarting
the app as well as my Samsung Chromebook several times it works. Our son
doesn't have a phone, so we are using our Samsung Chromebook and it is not
even a year old, so it should not have taken 4 hours to get it to work. At
any rate, it is now working, thank you for your help.

Moderator edit: personal info removed

[JuanJoFitbit · Accepted solution]

@nunya1 thank you for getting back! I'm so glad to hear that your Fitbit Ace started working again. Thank you for posting the update here.

I'd like to invite you to visit our Discussions board where you can share your experiences, meet people and create new topics.

Hope to see you in our Fitbit Community! 😀

[foxfam]

I am having all of the same issues.  I have tried ALL of the troubleshooting recommendations. I have also read ALL the articles recommended for any and ALL related issues.  I am using a Samsung 10.  I was able to get 1 of my kids' ACE2 to link to the family account, but the other one (both purchased at the same time) just displays the "www.fitbit.com/setup" display with the logo moving.  It is like it is stuck on this screen.  My phone cannot find it on bluetooth to sync.  Again, despite doing all the other troubleshooting, which wasn't needed for the other ACE2 Christmas present to work and link, this one is still not working.  Should I just send it back and get a new one?  There are no new firmware updates available and no software updates available as it updated on 12/18/19 already (last known one displayed.)  As a present, you can imagine how frustrating this is for my child to have something that does not work and for us who paid for it.  Thanks in advance for any help.   

[CatG1985]

I bought the ace 2 for my niece for Christmas and spent half the night last night trying to set it up. I tried setting it up on 4 different devices none of which could find the device, turned bluetooth off and on, tried resetting the Fitbit, etc. - all with no luck. The Fitbit screen just says www.fitbit.com/setup

Extremely frustrating for me and absolutely disappointing for her. 

[IboughtABrick]

You are not alone. I have spent the past 24h since Christmas day trying to set up my son's Ace 2. I am getting exactly the same symptoms. Everything has been "switched off and on again". This is a really - REALLY - poor device and it is going back to the shop. My son will get a replacement -

good - present, which almost certainly wont be Fitbit branded, about a week after Christmas. Thanks Fitbit.

[Fhitbitsuhks]

Same story here, product doesn’t work, tech support couldn’t help, product is being returned for a Garmin

[Eccohawk]

This is a seriously disappointing 'answer'.  Clearly there are a lot of people struggling with this issue (you can add myself to that list), and the 'best answer' is to join the community we're all already posting in. 

I'm now sitting here 6 -months- later, and the same exact issues seem to be happening.  My daughter got an Ace 2 for Christmas from Santa, and then you can probably imagine her disappointment when the gift from Santa didn't work.  Now, to Fitbit's credit, they did, after -a lot- of phone troubleshooting, decide to send out a replacement.  However, after having received that replacement, I'm now experiencing the exact same problems once again with the replacement device.  Something this common shouldn't be an issue that gets back-burnered by your Dev team.  6 months is an inexcusable amount of time for a critical issue to go unfixed.