Ok Brand new Alta HR's seem to setup but never get beyond the www.fitbit.com/setup on the device scr

[WakeForestUser]

Hello All.  We have a research study using Alta HR devices and recently, all of the unopened devices can't get past the setup. The device is charged, it pairs and connects and in the app, everything looks great.  But the device never moves past the rotating "www.fitbit.com/setup" message.   Fitbit told us to buy extras to replace the ones that die during the study and now trying to set them up, we're stuck.

We've tried 10's of them and on different phones and it's like this is a recent issue.   Any thoughts or suggestions?

[WakeForestUser]

I will add that I just went into the app and went to the device and it said there was an update for the device.   When I read the agreement and chose to Update, it says it should be a 5-10 minute thing but it finished in like 4 seconds and then reverted to "Update Tracker".   So it's not actually applying the update.   

[Hwoods]

Same here!  😫

[Blondi1961]

I having the same trouble - I contacted customer service ‘Lucas’ and he was totally worthless and sent me immediately to a ‘survey’ where I gave him the review he deserved.

Anyone getting past this “www.Fitbit/setup” display - if so, how did you do it.  This thing is brand new and I can’t use it.

[LZeeW]

Hello @Blondi1961 and others and welcome to the Community.  The Alta HR is an older device and was discontinued in 2019.  Alta HR users aren't the only ones having this problem.  People who are trying to set up other devices from that time are having trouble, too.  I think, but can't confirm, that Fitbit removed the updates from these older devices.  Try to get a refund.  Another reason to return it is because of battery life.  Rechargeable batteries degrade, even if they are never used.

Fitbit has a Legacy Device Policy.  The Alta HR isn't on this list, but it hasn't been updated since 2020.  I think the Alta and Alta HR would be on this list, if it were current.

[WakeForestUser]

Thanks @LZeeW    My challenge is I have almost 200 of these Alta's the Fitbit suggested I buy for backups/replacements.   Now that we're trying to use them, we're running into this issue.  All the existing (working) Fitbits seem to work fine.  It's just getting past that Update process on the new out of the box ones.   This weekend I updated (again) to the latest Fitbit app but still no dice.   It sees that there should be an update but then it doesn't successfully update.   Frustrating.   And I doubt Fitbit will refund my 200 devices LOL.     Sorry @Blondi1961 - I have not found a solution as of yet