Ace LTE stuck in fast boot

[Jvalz]

I can’t get out of this. I’ve tried all the options (including holding both side buttons down) it still takes me to this screen.

Moderator Edit: Clarified subject

[DramaQueenDiva]

Let me pass this on and see what happens.

[Benjam1n]

Try holding down both buttons for about 16 seconds. Don't release the buttons no matter what comes up on the screen. That should get you into fastboot. Let us know if that helped 

[Jvalz]

I tried this. I literally tried everything - and Google has been zero help. They are claiming my insurance doesn’t cover this hardware issue, even though that’s exactly what the insurance says it covers. 

[Benjam1n]

Do you have a case number?

[Jvalz]

Yes! 9-0673000037081

[Benjam1n · Accepted solution]

Thanks! Someone will be reaching out to you from the support team to help.

[Yela76]

Were you able to get this fixed? I’m trapped in the same situation! Very frustrating 

[Yela76]

Can you help me with the same situation? I’m stuck in fastboot mode

[Jvalz]

I’m so sorry to hear that, it’s beyond frustrating. Someone from Google finally contacted me and I sent it in & got a replacement. It took weeks for that to happen, and I have insurance and my claims kept getting denied. Hopefully someone sees this and reaches out to you- that’s how I finally got someone to actually help!

[Benjam1n]

Contact support utilizing this form: https://support.google.com/fitbitacelte/contact/fitbit_community_p11

[SRulz]

Hi it’s been more than 2 months that I’m trying to find a solution for this issue. Stuck with this screen and nothing seems to resolve it. Unable to submit claim as well. Any help is much appreciated 

[Benjam1n]

Use the link above to contact support

[Jvalz]

Use the support contact they linked in this thread- I was finally able to get in contact with someone and sent mine in. They shipped me a replacement really quickly. 

[SRulz]

Thank you! Yes, submitted a case using that link. Hope this gets resolved soon.

[SRulz]

Do you know how long it took for the case to resolve?

[Benjam1n]

I hope so also 👍

[Yela76]

Still waiting, but I returned it and got my money back