Alta HR - HP Envy Laptop - Bluetooth 5 - Won't Pair

[w3wilkes]

Recently replaced my laptop with a HP Envy Laptop with Intel Bluetooth 5 and Windows 10 Pro x64. The Alta HR is seen by bluetooth, but refuses to pair. I tried a Charge 2 and same thing, bluetoooth on the laptop sees the Charge, but again refuses to pair. My other bluetooth devices like phones and tablets pair just fine with the laptop so I know bluetooth on the laptop works.

On the old laptop both these fitbit devices would pair and sync with the fitbit app on Win10.

From what I can see there is an error in the bluetooth implementation on fitbit devices. On other laptops with bluetooth 4 they will sync even without being properly paired. Fitbit needs to step uo and fix the bluetooth implementation on these devices so that they will properly pair with computers running bluetooth 5.

[AndreaFitbit]

Nice to see you at the Fitbit Community @w3wilkes. I apologize for the delayed response and will be glad to assist you with your syncing your Ata HR with your computer inquiry. Thank you for sharing the detailed information regarding your new computer and for your syncing comments.

Are you still experiencing this situation? Please try advised troubleshoot steps from help article: Why won't my Fitbit device sync?

Let me know if you have more questions. 

[w3wilkes]

Andrea,

I've been through all the steps in the Windows 10 section you referred me to. When attempting to pair the Alta HR with bluetooth on the laptop i get to the part where the Alta HR shows up in the list of available devices. I then attempt to pair and the pair attempt fails and says try again. I've stopped and started bluetooth, rebooted the PC, done the Alta HR restart and always the pair attempt fails. The only difference between this laptop and the old one that I could get the Alta HR to work with is this new one has Intel bluetooth 5 where the old on had Intel bluetooth 4 which would sync with the Alta HR. I tried the Fitbit connect, but it says it's not for Windows 10 so I'm stuck with a Fitbit that is just about useless with my new HP Envy laptop with Intel bluetooth 5. You need to escalate this issue as it appears from these boards that pairing in general with fitbit devices is problematic at best.

Wilkes

[AndreaFitbit]

Thanks for getting back to us and for describing what is happening with the setup process @w3wilkes. I really appreciate your feedback and will be happy to continue assisting you. 

Could you please let me know if you get an error message when trying the set up process? Fitbit Connect won´t work with Windows 10 devices. Have you tried using the wireless sync dongle?

I´ll be waiting for your response. 

[w3wilkes]

When trying to pair the device with Bluetooth it just says "Try pairing the device again" in yellow. I could do this all day long, but it refuses to pair.

Neither the Alta HR or the Charge 2 have a wireless dongle. I would guess that fitbit should provide a "dongle" if the fitbit devices won't work with current technology Intel Bluetooth 5. Send me a PM for my contact info so you can provide me a "dongle". Or you could escalate this so fitbit can fix and update their firmware on their Alta HR and Charge 2 devices.

[w3wilkes]

What does it mean when there's no reply to this issue?? Is it just Fitbit hoping that this issue will go away? I really would like to be able to sync with my new laptop, but it appears that Fitbit doesn't care if their devices are compatible with Intel Bluetooth 5!

[atheanam]

I'm having the same problem where my Fitbit Versa refuses to connect to my Hp Envy laptop and my phone (LG stylo 2 plus) I'm at a loss because I spent far too much on this device for it to refuse to pair, I even tried resetting it and it refuses. Have you had any luck?

[w3wilkes]

I've had no luck with pairing to the new laptop. Fitbit has put this thread on "ignore" and appears to hope that we just go away. If you can the only suggestion I have is for you to return the device for a refund and look at other brands that may actually work with current technology.

[zuzka55]

my fitbit ionic won't pair with my new HP envy either.

[SunsetRunner]

I have also had a similar issue. My Moto g8 plus has Bluetooth 5. No matter what I try, I cannot connect to a Fitbit Charge 2. My phone can see it but will not connect.

Seems like there's an issue with connectivity here?