White line on Ace 2

[walkersylviar]

We bought 2 Fitbit Ace 2 devices as Christmas presents.  I have run thru set up process with both multiple times.  Including with devices 100% charged.

Just get white line on screen on both.

Two really upset kids wondering why Santa delivered them faulty Christmas gifts.

Completely let down.

Moderator edit: subject for clarity 

[LiliyaFitbit]

Welcome to the Fitbit Community, @walkersylviar.

I understand how you are feeling about this situation. Thank you for the details shared. It seems that the trackers are going through the firmware update and it may take some time to complete. If you continue experiencing this difficulty, please follow the troubleshooting instructions at Why can't I update my Fitbit device?

Let me know how it goes. 

[paulhay1413]

Good morning walkersylviar,

Have you had any joy with fixing your issues? We have exactly the same with our daughters who also is wondering why Santa gave her a faulty item. I cant find it possible to do what was suggested under your post as cant get anything else but a white line on screen. 

[LiliyaFitbit]

Welcome to the Fitbit Community, @paulhay1413.

Thank you for joining the thread and sharing that you're experiencing the same issue with your daughter's tracker. I appreciate your efforts and recommend to restart the tracker: How do I restart my Fitbit device? After that please try to log in to your Fitbit account, switch to kid view and update the tracker using a compatible iOS or Android mobile device as firmware updates are no longer supported on Windows 10: How do I update my Fitbit device?  

If you're unable to update the tracker, please try to set up the Ace 2 again using an iOS or Android mobile device: How do I set up Ace or Ace 2 for my child?

Keep me posted on the outcome.