Ace LTE overheating and shutting down

[Jackspratsmom]

My kid's Ace LTE is overheating and shutting down while inside in the air conditioner. It's 70 degrees inside. We've rebooted and let it sit over night off of him and when it turns back on, it starts overheating again. Any ideas?

Moderator Edit: Clarified subject

[LZeeW]

Hello @Jackspratsmom and welcome to the Community.  This sounds like a battery fault.  Please stop wearing it and please don't try to charge it.  Contact Support for more help.

[shaklee3]

My daughter's also did that. This morning she put it on inside of our 70F house and it reported it was overheating.

[Jackspratsmom]

I've found it only happens when we have low signal, which is typically at
my ex husband's house. If the watch is added to the wifi network, the
overheating stops. I've yet to get a resolution from support as I don't
have a picture of the device overheating and will have to wait until it
happens again.

[JillPow]

Hi @Jackspratsmom and @shaklee3 

Can you let us know what activities were happening or going on right before you noticed the overheating? 

• Calling or in a call
• Any game play or Bit Valley activity
• Reloading
• Charging

Let us know if you can!

[Jackspratsmom]

The overheating starts when low signal and trying to make and receive
calls. The calls, once connected, drop after a few seconds and the watch
overheats.

[shaklee3]

My daughter was inside in an air conditioned house playing with Legos and it said it overheated 

[LizzyFitbit]

Hi everyone, and welcome to our new members. @LZeeW Thanks for your help.

@Jackspratsmom Thanks for taking the time to contact our Support team. Because your case is in their hands, I'd suggest following their instructions and keeping an open communication. I'm sure they'll continue helping you out.

@shaklee3 I'm sorry this happened to your daughter's device, and thanks for the detailed information. Because yours and your loved ones safety are our priority, I'd like to forward this to the Support team.  To do so, I need additional information from you that would best be shared privately. I’m sharing a link to a form for you to fill out so we can look into this further. This form is only meant for you to use, so let me know once you’re done.

@JillPow In case you encounter a similar experience with your Fitbit device, please don't hesitate to let me know about it so I can help you out!

[S_M_G]

Just purchased an Ace LTE for my daughter a few days ago.   Whenever she attempts to call me on the watch, it gives her an overheating warning within a minute or so of connecting, and then drops the call.   This is while she's inside a house w/ AC running.  Obviously there was an expectation the watch would be able to make calls as advertised, so this is disappointing.  

[bsquizz]

Even if Google/Fitbit doesn't have a good fix for the overheating, the watch could at least give a warning when the temperature is rising that it is starting to overheat. That way the child could know to end the phone call instead of having the watch suddenly reboot on them.

[LizzyFitbit]

Welcome to the community forums, @S_M_G. @bsquizz It's good to see you around.

@S_M_G Thanks for bringing this to our attention, and I'm sorry that your daughter had this experience. Because her well-being is our top priority, I'd like to get you connected with our Support team. I need additional information from you that would best be shared privately. please fill out this form. This form is only meant for you to use, so let me know once you’re done.

@bsquizz I understand your point and appreciate your input. I contacted our Support team and it seems you already have a case created. Because they have access to your case details, my best advice is to keep an open communication with our team in order to receive further assistance.

[Porkfist]

I'm subscribing to this thread because my child's watch is doing the same thing while at the Grandparent's house.

[Jackspratsmom]

I've found that it happens in low cell signal areas for us the most. If we can find a Wi-Fi network to connect to, it stops.

It's unfortunate though. The watch has considerably worse cell signal than my phone. 

[LizzyFitbit]

Hi there, @Porkfist and @Jackspratsmom.

@Porkfist Thanks for sharing this experience with us. I understand your concern and I'm sorry that your child went through this. I'd like to connect you with our Support team so you can receive assistance and to do so, I’m sharing a link to a form for you to fill out so we can look into this further. I’ll keep an eye out for your response specifically, so please let me know once you’ve filled it out.

@Jackspratsmom Thanks for sharing your insights about this situation. In case your kid continues having this experience, I'd suggest replying back to the email sent to you so our team can see your case and provide you with assistance.