Alta HR not syncing

[Andrew364]

Watch will no longer sync with my android phone or Imac.

I have followed all instructions given.

Is watch broken? Thanks

Moderator edit: subject for clarity 

[Odyssey13]

Which phone do you have and is it on the list of compatible devices? click to see

You try anything here on the article for trouble syncing? see if any of this helps - click to read

[pgfrost]

Since the last update in November, I've had problems with the Alta HR not syncing.  It seems that updates get rolled out & they're not tested to determine the negative impacts to all of their devices.  Went through this a couple of years ago; it was most frustrating.  It took Fitbit a couple of months to get their act together to fix the bug on their 'latest' update.  This will be the last Fitbit device I purchase as there are other activity trackers on the market that don't have this depth of syncing issues.

[EmilyH01]

I have the same problem! I have an Alta HR and it will no longer sync with my phone!

I have a Google Pixel 2.

I have: turned off and turned back on my Bluetooth, reset my fitbit, logged out and logged back in to the app, restarted my phone, uninstalled and reinstalled the app, ensured no other bluetooth devices are around.

I removed the device from the app and attempted to re-add the device. I am doing this through the app (not through bluetooth). The app is able to see my device and asks for the code, but then it cannot connect.

I have tried all of these options multiple times over the past couple of weeks. This is ridiculous! 

Is there anything else I haven't tried? Is there something wrong with the latest update? 

[Hmaxson]

I have the same issue. Hoping I don't have to replace it. However it's looking like I might have to

[pgfrost]

Emily, I have tried just exactly as you have done...EXACTLY.  Deleted the Alta HR from the phone, which is the Google Pixel 3a, & now can't install it again.  The phone sees the Alta HR, but can't connect.  The Google Pixel 3a was a compatible device up until this latest rollout, as I've used it with the Alta HR for a year.

If they can't get this fixed quickly, I'll go to another activity tracker.

[pgfrost]

Same issue as Emily.  Same phone as Emily, only a Google Pixel 3a.  But I've gone through each of the steps she's described, multiple times, & have wasted so much time only to get nowhere.  When I reached the point of almost tossing it into the trash, I simply deleted it from the app.  Now it won't reinstall.

Purchasing a new activity tracker is cheaper than a new smartphone.  That will be the next step if this issue can't be fixed quickly.

[pgfrost]

Nope, don't think it's broken.  I suspect the latest update has negatively impacted the synchronization.  My last sync was Monday, a week ago.  Since then, it won't sync.  But having to work at a real job doesn't allow too much time to diddle on software that's not working properly. 

[EmilyH01]

I finally contacted the official customer support and waited for a live chat... After asking me a few questions they told me that the Google Pixel with Android 11 was having issues syncing with a number of devices (including Alta HR), that it is a KNOWN issue that the fitbit team is aware of and "currently working to fix" and that I should kindly wait for an update to the app. In the meantime I could sync my fitbit with another phone or device if I wanted.

Grrrr! I get that bugs happen but I have wasted HOURS of my time trying all the things that fitbit recommended to solve a syncing issue. And I have been on many help and support pages and forums.... It would have saved me A LOT of time and frustration if they could have just posted some kind of "known bugs" message somewhere. Ugh. 

Also, kinda sketchy that their Nov 20 update RIGHT BEFORE THE HOLIDAYS breaks syncing with a ton of their old devices.... I wonder how many people just decided to get a new for Christmas.....

[pgfrost]

I'm with you, Emily.  I wasted well over 2 hours yesterday at the busiest time of year for my job & for the holidays.  GRRRR....this simply isn't right to subject your customers to such incompetency.  If this issue isn't fixed fast, I'm out the door & on to another activity tracker.  This happened a couple of years ago & we waited 6-9 weeks for that update to fix their 'bugs.'  I'm not going through that again. 

Definitely sketchy.  Kind of like the government & our mainstream media right now...very sketchy.

Let me know if you learn of the update.  Thanks for the time you spent trying to get an answer.

[Andrew364]

Thanks for all the responses.

I have tried all the recommendations.

I will try to sync the watch to my new iphone when it arrives.

If this doesn't work then I will need a new watch even though I don't think this is broken.

I have a years worth of data on the Fitbit which I don't want to lose.             

[Andrew364]

SYNCING FIX

Syncing issue now fixed.

I have had to set up the Fitbit app on a different phone and the watch will now sync to this, however it won't sync to the original phone.

So basically if it stops syncing you may have to use a different device to sync the watch to.

I now have to have two phones at home, one for my normal use and one specifically to use for my Fitbit watch. Unbelievable.

[pgfrost]

What type of phone were you using that the Fitbit quit syncing to?

And what type of phone did you get it to sync to?

Thx.

[Andrew364 · Accepted solution]

What type of phone were you using that the Fitbit quit syncing to? Huawei p20 pro

And what type of phone did you get it to sync to? Iphone SE

Fitbit suggested that I might need to use a new device to sync the watch to which seems to have fixed the problem.

Quick update. After setting up a new Fitbit app on my Iphone and syncing with this device for the first time, the watch has now started to sync again with my android phone. So everything is back to normal.