Connection difficulties and device not tracking steps/sleep

[Nancy100]

My Altahr takes forever to sync, the fit bit app is not working, I'm not getting notifications, especially that the battery is low.  Frustrated with this whole thing!  Not getting steps, sleep, or anything else.  What the heck is going on?

Moderator edit: Subject for clarity 

[RicardoFitbit]

Hi @Nancy100, welcome to the Community Forums!

Thanks for bringing this to my attention, totally understand how frustrating this matter can be for you. To better assist you with the syncing difficulties you're experiencing, can you please let me know which mobile device are you using? When was the first time you experienced this and how many times since then?

If you haven't already done so, I recommend you to check how the syncing procedure works here and see if there's a missing requirement on your mobile device that's preventing the syncing procedure to be completed smoothly. Also, you can move forward to the troubleshooting steps that are specified on: Why won't my Fitbit device sync? and let me know how it goes. Such article includes a restart process that can be helpful for the steps and sleep that are not being recorded.

Regarding notifications, I recommend you to check: How do I get notifications from my phone on my Fitbit device? to see that all the necessary requirements to receive notifications on your device are correctly configured too. Then, try the steps from our help article: My Fitbit device isn't receiving notifications from my phone and let me know how it goes.

Looking forward to your reply. Let me know if you have any additional questions.

[Nancy100]

The problem is with my AltaHr.  My Alta works just fine with my Galaxy A8.  Sent from my Samsung Galaxy smartphone.

[RicardoFitbit · Accepted solution]

Thanks for your reply @Nancy100, pardon me for the delayed response.

I appreciate the information that was shared with me. Can you please let me know if the steps from my previous post were already tried? The troubleshooting steps that were shared above are to resolve the difficulties you're experiencing with your Alta HR.

Keep me posted. 

[Nancy100]

Thanks for responding!  Sorry, I have tried all your suggestions.  My Alta HR used to sync fine until about 2/3 weeks ago.  Now it doesn't sync for days, then will sync for a while then quit again for days.  Sent from my Samsung Galaxy smartphone.

[RicardoFitbit]

You're welcome @Nancy100, my sincere apologies for the delayed replies. I'm happy to continue assisting you.

Thanks for the details that were shared in your post. Since the previous troubleshooting steps didn't resolve this syncing concern, please try the below steps and let me know how it goes:

1. Restart your Alta HR.
2. Please on the phone, go to Settings > Bluetooth, and remove all the connections that exist with the device. (Forget device, ignore or unpair depending on the version of the operating system of the phone).
3. Turn off the Bluetooth and restart the phone. (Switch off and on again).
4. When the phone is back on, turn the Bluetooth on again but do not attempt to connect to the Fitbit from here.
5. Go on the app and try setting up the Alta HR as a new device.

I'll be waiting for your reply.

[Nancy100]

Thank you, it seems to be working ok now.  I appreciate your help!!Sent from my Samsung Galaxy smartphone.

[RicardoFitbit]

Thanks for your reply, sorry once again for the delay in responding your post @Nancy100.

I'm happy to know that your concern was resolved after trying some troubleshooting steps with me. Please do not hesitate to contact me back if you require further assistance or if you have any additional questions for me to answer, I'll be here ready to help you out.

I want to suggest you to visit our discussion forums and participate. There are several users who are interested in fitness, healthy eating, better sleep, among others. I'm sure that they will be happy to meet you there.

It was a pleasure to help you!