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Fitbit Alta HR won't sync. Stuck on "Enter Numbers" screen.

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‎05-27-2020 15:39 - last edited on ‎08-20-2020 19:19 by Fitbit Moderator

‎05-27-2020 15:39 - last edited on ‎08-20-2020 19:19 by Fitbit Moderator

I am having the EXACT same issue as this guy:

https://community.fitbit.com/t5/Alta-HR/Alta-HR-stopped-syncing-Now-stuck-at-quot-Enter-the-number-o...

 

I've owned my tracker for about a year now and have had repeated syncing issues. Today I decided to check again and sure enough, the last time it shows a sync was over 1 month ago. So, I follow the advice listed all over the FitBit support pages and I reset my fitbit (press the button on my USB plug 3 times). It resets. I then go to my app and disconnect the device and try to reconnect it and I cannot get passed the "Enter the Numbers Sown on Your Track's Display" section. I get the numbers from the Alta HR and input them into the boxes and it says "Connecting" and...that's it. It never goes past this point.

 

Before you ask, I have:

  • Restarted and powered down / back on my phone at least 7 times.
  • I have reset the Alta HR at least 6 times.
  • I have uninstalled the FitBit app and reinstalled it, twice.
  • I have logged out and logged back in 4 times on the Android App.
  • I have turned Bluetooth Off, waited 15 seconds and turned it back on at least 4 times.
  • My phone is the Galaxy S9+.

 

Is there anything left that I haven't tried!? I don't have a bluetooth PC like the OP does, so connecting it to a Windows 10 machine isn't an option.

 

I gotta say, there are a LOT of posts about people having syncing issues with their devices. It really makes me question the quality of these products.

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‎12-30-2020 14:49

‎12-30-2020 14:49

I'm having the same issue suddenly in Dec 2020 with Alta HR on a Pixel 2. I also tried connecting to my husbands phone, and then I tried connecting his alta (he hasn't used it in a few months) to my phone, and I get stuck at the same place.

 

I did contact support today, they had me basically repeat those steps. Something interesting is that it connected for a few seconds to the app before I repeated the standard reset steps and actually showed my step count but still 0% battery and "unknown" sync status, so then they had me remove it and try reconnecting again. I was futzing with bluetooth settings, and the step count showed up after the tech person checked and said it was functioning, so I'm wondering if they triggered some sort of temporary connection. Anyway, they said there is nothing more they can do and they'll have to check on the warranty... I'm sure I'm out of a standard warranty at this point

 

 

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