Issues with setup

[LisaV81]

Keep receiving ERR-SO94 when trying to set up a new watch for my child.

[RiekoC]

Hello @LisaV81 

This help page has the troubleshooting steps to try when you're having issues with the Ace LTE setup (<-- click link). I noticed that error codes ERR-S099 & ERR-S024 are mentioned, but not ERR-S094

You can also reach out to Fitbit Ace Support (<-- click link). Complete the prompts until you get the option to chat or call. It might be better to call and speak with a support agent.

If recommended troubleshooting isn't applicable to the issue you're seeing & talking to Support doesn't fix the problem, please submit this issue using the Feedback option in the Ace LTE app.

• Tap on your picture in the upper right of the app home page
• Select Feedback in the menu that opens
• Complete the prompts and submit

Please let us know when you've submitted the report so we can let the team know to look for your report. 

[FitbitElli]

Hi @LisaV81, it might help to also check if the Fitbit Ace app needs an update or if it's the latest version. If there's a pending update, try that and then re-attempt the setup.

Please let us know how you go! You can also submit feedback via the app (tap on your profile top right > Feedback and follow the prompts). 

[LisaV81 · Accepted solution]

We were able to get it to connect after we realized that our WiFi was set to 5 and not 2.4

[RiekoC]

Hi @LisaV81 

Thanks for letting us know that you figured out the issue was due to your WiFi settings. This info will be helpful to others who might be having a similar problem.

Let us know if there's any other help that we can provide.