ACE LTE - couldn’t install update

[MallorieV]

 

Just got the watch and it won’t update to read Minecraft band or be in family chat. I’ve used my iPhone, my husbands android phone, removed and reset, turned everything off and on, and can’t get it to update. Someone please help!  

[RiekoC]

Hello @MallorieV 

Sorry to see that you're having so much trouble trying to set up the Ace LTE. 

At this point, it might be best to contact Ace Support (<-- click) to see if they can help you get the device updated and set up. Complete the prompt in Step 1. Tap Continue in Step 2 (ignore Resources) to get to Step 3 which has the contact options for Support. Support should be able to determine if the issue is with the device itself or some other problem. 

[Ace2016]

I am having exactly the same issues and am frustrated after trying everything. I have an android phone and my wife has an iphone. We wiped out everything, resetting and uninstalling on each of our phones. The the software update would take 35 to 40mins and when complete, it would just say it could't install and if I wanted to restart the update. I am returning my watch and ordering a new one to see if this is a hardware issue or a product issue.

[MallorieV]

It’s so frustrating, I submitted support via phone call and I’m supposed to hear back about additional troubleshooting or warranty replacement. 

[RiekoC]

Hello @MallorieV , @Ace2016 

Please submit this issue using the Feedback option in the Ace LTE app:

• Tap your avatar in the upper right of the Ace LTE app
• Tap Feedback in the menu that opens
• Complete the prompt and submit

Although it's likely that you might not get a response, we've gotten confirmation that the team reviews every submitted feedback report and uses the information for issue investigation.

I'll see if I can escalate the issue on my end. 

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Update 1: I heard back from a team member. They are aware of update issue and are working on a fix. They hope to have the problem resolved as soon as possible. 

Update 2: The team member has advised that you contact Ace Support (<-- click) and request a replacement device. Complete the prompt in Step 1. Tap Continue in Step 2 (ignore Resources) to get to Step 3 which has the contact options. Personally, I would call, talk to a support person, and let them know that you were instructed to request a replacement device due to the update issue. 

[Ace2016]

Quick update. The watch was sitting overnight and the update went through. Must be some issues with bluetooth or the fitbit server that day. Must be some issue. I did completely uninstall it from my Android and my wife had it on her apple phone. Now we both have the app and it is working.

[RiekoC]

Hello @Ace2016 

Thank you for letting us know that the Ace update finally installed and everything is back to working properly.

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Hello @MallorieV 

Did the Ace update install for you?