Ace LTE goes into no-audio mode every day

[alexnjose]

Bought a new FitBit Ace LTE with AcePass 1 year subscription. We're having to reboot the watch every day (and some days multiple times) to get audio features to work. The watch is always able to send voice messages, or make calls however, once it enters this weird no-audio state, all voice messages sent are blank, and calls cannot transmit or receive anything audible. A reboot fixes the issue and the watch's audio features works normal again. Only a reboot seems to fix this. Every day, we have to repeat the same procedure before the kid can go out and play. Sometimes, we've to reboot the watch more than once. 

We're reaching the 14 day return period mark in a week's time, and customer care has not been able to turn around with any resolution past a week after reporting the issue first. I'm in a dilemma if to keep this and allow more time to debug, or return now and wait to pick this up again after such issues are resolved. My Kid (and all of us) loves the watch, except this one issue which is sort of becoming a deal breaker in being able to communicate effectively. Any insights / advise here?

Moderator Edit: Clarified subject

[Benjam1n]

Have you tried a factory reset of the device?

[Porkfist]

I'm having a similar issue.  Voice calls seem to be hit and miss.  The call will connect (so I assume signal is good enough) but then there is no audio on either end.  

[alexnjose]

@Benjam1n, I haven't yet done a factory reset. I will try it this week and report back.

[Benjam1n]

Sounds good!

[Dav23]

I have the exact issue for my kid's Fitbit Ace LTE. And when this happened games also become laggy. A restart fix the issue for a while but will happen again soon.

[jenmort]

Having the same issue - frequently (and randomly), audio doesn't work on the device, so my kid is unable to hear what we're saying and vice versa.  Restart/reboot fixes the issue, but this isn't exactly a vote of confidence for something we rely on, especially in emergency situations. Literally had to teach my 7 year old how to reboot the watch on his own this morning, before he left for camp.  Imagine a 7 year old's impatience of watching the watch slowly reboot and restart in order to be functional again.  Hoping there's a software update that fixes this issue.

[DarkStorm]

Same issue, we need a fix to that!

[BrianT1]

Same issue here! Annoying at the very least, but now I can't trust it will work when we need it to. Has anyone found a solution yet, other than the daily restart?

[alexnjose]

My watch was replaced under warranty after I reported the issue. That seems to have fixed the issue. I didn't expect it to be hardware related, but the new watch hasn't had that issue even once, and we're happy with the new device!

[DarkStorm]

Did you request warranty replacement based on this issue specifically? Or there was something else and this was 2 birds with one stone case?