FitBit Alta HR not connecting to phone or PC

[kemcards]

I am at my wits end. My Alta HR has never reliably connected with my Android Galaxy S7 (a "supported" device), but sometimes if I waited a while it would spontaneously connect. Recently the issues got worse, and I started having to "troubleshoot" by following complex procedures like turning off bluetooth, restarting the device three times, then turning bluetooth back on. (In addition to verifying all the settings, including ones that drain the phone's battery.) That's far more than I should have to do, but for a while it was working, and I could live with it because I really only want to review the data once a week.

Today, even that process stopped working. The Android app keeps saying it can't find my tracker, even though it's right next to the phone.

So, I downloaded the Windows 10 app and tried there. No dice. The tracker will not connect to my computer, either from within the app or from the Bluetooth settings. When I try to add it in the Bluetooth settings, it shows up (along with one or two other "devices" that have letters and numbers, like N02X7 or N037J -- these "devices" appear and disappear, so I don't think they are actual devices that are in my home, but some kind of "shadow" Alta HR). Eventually it gives up and says "Try connecting your device again."

No, I have not completed every single troubleshooting tip, including updating the version of my Android operating system. I shouldn't have to! If it worked when the operating system was current, it should continue to work even if my phone doesn't get updated as soon as there's a new version out. And the fact that it won't connect with EITHER the phone OR the computer strongly suggests that the problem is with the tracker, not the software on my devices.

Of course, because I put up with the spotty connectivity during the first year I owned the device, I'm now screwed -- I paid $179 thirteen months ago, and I have a brick on my hands that is not under warranty.

I've been a loyal FitBit user for years -- I think I owned two before this one. My next purchase will not be from this brand.

 Moderator edit: updated title for clarity

[Jenngerber]

I concur. I'm having the exact same issue. I'm done with fitbit.... going to splurge on a samsung. 

[cedas]

I had similar problems.  Try deleting the device from all but one device (in my case I use the app on the laptop - windows 10)  My laptop still tells me that the Alta HR failed to connect to bluetooth (it tries to pair each time I open the app but always gives a "failed" message.  In spite of this, it is syncing fine.  Initially, I hadn't realised the difference between the dashboard on fitbit.com and the app.  It only syncs via the app. Hope it works for you

[MontanaLou]

I have exactly the same problem.  I can log food but the tracker won't communicate even when I use the hardwire.  If I could figure out a way to manually enter the data on the tracker (like steps and calories burned), I could make do, but so far I haven't been able to find a solution.

Does anybody at Fitbit read these comments?  We'd like to hear from you!!!

Moderator edit: Merged replies

[larspassic]

I have seen several threads on here about Alta HR not synchronizing well. I also, have three devices:

• Honor 6X ("supported" device)
• Surface 3 ("supported" device)
• Dell Precision laptop (probably not supported)

But the AltaHR sync issues happen on all three of these devices. I have tried usual things, unpair / re-pair bluetooth. Uninstall / reinstall the app. Etc. Restarting the tracker using the USB button has helped one time, but the overall sync expereince is still very spotty at best.

I hope that if Fitbit can see a trend on trackers not successfully synchronizing, they can make a public statement about it. Is the fitbit product group seeing an uptick in failed synchronizations? Was it after a specific app update / firmware update? Why would so many users with such a wide variety of supported devices, be having trouble synchronizing?

[MontanaLou]

Thanks for your message.  I'm using a Lenovo 720.  I bought a Lenovo 730 last fall and the tracker wouldn't work.  Fitbit told me that device wasn't supported.  So I bought the older 720, which Fitbit said IS supported.  It worked just fine for about a month, then quit tracking anyway.  So it's not the device, it's the tracker.

[FerdinandFitbit]

Hi there everyone! Good to see you in the Fitbit Community Forums!

I'm sorry to hear that some of you are having problems getting your Alta HR trackers to connect to your Fitbit app. Thanks for all that you guys have tried so far to get your trackers to sync. I'd like to help you out with this.

I'd like to share some suggestions in the case some of you have not followed and even if you've tried some of them, I'd recommend following in this order:

-Make sure you're using a compatible mobile device. To see the list of compatible devices, you can click here.

-Give your Alta HR a restart.You can easily do this by clipping your tracker to the charger and plugging the charger to a USB port on your computer or a wall charger. Then, Press the button on your charging cable three times within four seconds and your tracker should vibrate and show the Fitbit logo. This will make your tracker to reboot.

-Make sure you're on the latest version of the Fitbit app and the latest version on the OS of your compatible mobile device.

-If you're still having problems, you can try to remove your tracker from the Bluetooth devices. For this, go to the Bluetooth settings on your phone. On your connected devices, look for your tracker. Tap on it, then choose the option that says "Forget this device". Then, proceed to set up your tracker as a new device.

-For this, go to the Account section at the top right corner on the Fitbit app and select the option that says "Set up a new device". Follow the on-screen instructions and once you're done, your tracker should be syncing without a problem.

@kemcards I'm sorry if you think that you shouldn't be doing all this but sometimes, some extra human help is needed for different devices to work properly together when it comes to technology.

Hope this helps. Please, let me know if you still need more help after this!

[anitataylor]

Hi Ferdinand, I'm so glad to see a response to the Alta HR sync issues.  I am having the same reported problem with connectivity to both my phone and computer.  My Alta last synced to both my phone and computer Feb 1st.  I have not been able to sync on either device since.  I've restarted the Alta, the computer and the phone.  Did something happen this weekend?

[swangle]

THIS DOES NOT WORK!!!!!!!!!!!!  I've tried it time and time again, the logo comes up but nothing zero's out, now the heart tracker doesn't work, calories burned is bogus, as it is everyday because it never zeros out. it's a piece of crap.  worked for about a month (christmas gift) and now i hate it.  hoping best buy will let me return it.

[jpena67]

Thank you! Restarting my Alta worked perfectly!

-Give your Alta HR a restart.You can easily do this by clipping your tracker to the charger and plugging the charger to a USB port on your computer or a wall charger. Then, Press the button on your charging cable three times within four seconds and your tracker should vibrate and show the Fitbit logo. This will make your tracker to reboot.

[anitataylor]

Didn't work for me.

[SunsetRunner]

it is the same for me. i have a fitbit approved compatible Nokia Lumia 730 with Windows 10, a transformer tablet with windows 10  and an old half broken nexus tablet running android. Until the end of January the tracker was syncing fine to whatever device I used, even within the same hour. 

Now it is not syncing at all to the windows 10 devices. The app just sits there trying to find the alta, sometimes after a lot of waiting it does, then the steps it had counted show up in the circle for a second and then everything goes blank again. 

I have tried everything from reinstalling the app, disconnecting the bluetooth connection and resetting the alta by pushing the button on the usb plug. Nothing helps! it does work on the android tablet, so this is definitely a problem  with windows apps.

Please fix this! I bought the alta hr specifically because it is supposed to be compatible with windows 10, and I refuse to buy an android device just because fitbit cannot write a decent windows app. I'd rather buy a different brand of tracker! Very disappointed!

[kemcards]

My tracker spontaneously started working again, for a while, with no troubleshooting on my part. It works when it feels like working.

This week, it doesn't feel like working; it's been several days now. I've done all the troubleshooting except confirming the most recent Android software (this is not within my control, it updates when the manufacturer sends an update over my carrier -- that's why if FitBit is going to offer a product that claims compatibility with Android it needs to work with all recent versions, not just the most current) and confirming that I have the most recent FitBit apps on Android and Windows.

Of course, when I was troubleshooting just recently, I had just downloaded the Windows 10 FitBit app, so I know that's the most recent. But the Bluetooth connection fails every time.

What about the Android software? I don't see anything in the app itself that tells me what version it is. Where can I find that information? Or do I have to remove and reinstall the app every single time I need to "troubleshoot"? 

[DickDart]

same for me with an Alta HR 2 years old, won't connect to bluetooth on 2 (Windows & android) devices where it worked previously. wasted too much time on this now and will not be buying another fitbit device to replace it, will try another make make 😞