Time incorrect

[Nfcorson]

Hello! My sons Fitbit Ace LTE has the incorrect time. I have enabled the setting to change date/time on the family link but when I go to change the time/date through his settings it still says he does not have access. I really want to avoid a hard reset, as he will lose his progress and it is a pain to have to start from scratch. I did contact Google and they were zero help. Anyone have this issue and resolve it? Please help!

[RiekoC]

Hello @Nfcorson 

Sorry to see that your son's Ace isn't showing the correct time. Have you already tried restarting the device? If you did & that didn't work, please submit a bug report using the Feedback option in the Ace app.

• Tap your picture in the upper right of the app and select Feedback in the menu that opens.
• Complete the prompts and submit the report

The team will receive the report and take a look at what's going. They will contact you if additional information is needed.

[Nfcorson · Accepted solution]

Hi - thanks for your response. I actually was able to solve the problem. I’ll include how I fixed it since I didn’t recieve any real help when I contacted support and other parents may find themselves in a similar situation.

In addition to the time being incorrect, the date was wrong (it said October which is odd because we didn’t even own it then!), the battery was being reported as 100% on my app but in actuality it was 40%, and it would not receive or make calls. It was having difficulty with connectivity which I believe for some reason caused the time/date to be incorrect, failure to make calls etc. I really don’t know why the date was in the past and I did not buy a refurbished watch so I find this strange.

I tried many things, including restarting the watch, restarting my phone, closing the ace app, turning Bluetooth on/off (which ended up disconnecting my sons device from my phone and not letting it re-synch), and then finally what worked- I turned wi-fi off on his watch. Within just a minute or two, his watch face changed back to the right time/date and he could begin to make and receive calls again. It started using the LTE network instead of wifi and that seemed to fix the issue. 

I don’t believe we have any issues with our wifi as we have a host of other things using our internet (including Alexa’s, cellphones, laptops, an Xbox etc). I have NO idea why out of the blue this seemed to happen. 

Any idea why this happened and what can be done in the future? I turned wifi back on and it seems to be okay now. Thanks!

[RiekoC]

Hello @Nfcorson 

According to the Ace team members, the issue with time occur during a timezone change, such as traveling to a different timezone. Toggling Wi-FI off forces the Ace to connect to LTE where it then gets the correct time from the system. You should also be able to manually set the time via Family Link, but in your case, this didn't work.

[Nfcorson]

That’s interesting because we had no time zone changes. The watch was in the same time zone since it was set up (Christmas day). Is there another reason it could have occurred? Just trying to avoid the same situation again. 

[RiekoC]

Hello @Nfcorson 

Thanks for letting us know that you didn't travel outside of your time zone so that's not the reason why you had the issue. 

Other than what the team member share with me, I'm not sure why the time & date didn't properly register on your child's Ace LTE. If I learn of any other helpful information to prevent this from re-occurring, I'll report back.

[SpaceRacer2025]

We are having the exact same info but the family link doesn’t even show or let us add the device. How do you turn off the WiFi?

[RiekoC]

Hello @SpaceRacer2025 

This help page has the instructions on how to turn Wi-Fi off on the Ace LTE device (<-- click link)

Please let us know if you need additional help or if turning Wi-Fi off doesn't fix the issue you're experiencing.

[Nfcorson]

To turn WiFi off you have to press and hold the gray button on the watch. Then scroll to settings. In settings click on connectivity then WiFi. Toggle WiFi off. Give it a minute to register the change! 

I didn’t use family link to set up our child’s watch. I used the fit bit Ace lte app. I actually downloaded family link after setting up his device.