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Setup difficulties with Nokia 5

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‎01-02-2020 14:08 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

‎01-02-2020 14:08 - last edited on ‎08-20-2020 20:01 by Fitbit Moderator

So two days ago I found my a little bit old Alta HR while I was cleaning up my room and decided to give it another try. I put it aside about a year or two ago because I didn't really needed it. Anyway, I tried to pair it with my Nokia 5 phone (I know it isn't on the list of supported devices and it never was, but I remember that it worked just fine). I am able to get through the whole process up until the moment when you have to enter the numbers show on the Alta display. The numbers appear on the screen, I enter them on the phone, for a while it seems like it's going to work and then, I look at the screen of my phone and I see this very annoying words "Not working?".

I tried to reboot my device many times, I restarted my phone, reinstalled the Firbit app, turned the Bluetooth off and on, but nothing's working.

So my question is: Is it even possible for Alta with two year old software to connect to any device? (it's the update V.26.63.02) Or would help if I factory reset it (if that is even possible)? Or should I just stop trying and start to rhink about buying a new tracker?

 

Moderator edit: Subject for clarity 

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‎01-02-2020 20:17

‎01-02-2020 20:17

Hi @KNS97  when a battery has been dead that long, it might not come back to life. In the time your Alta HR has been unused, lots of changes have occurred. It might be best to get a new tracker. Not all phones are compatible that used to work well with the Fitbit app. There is no factory reset for the Alta HR. Might be time to look at the new models - the Inspire HR replaced the Alta HR.

Stepping in the U.S.A. since September 2013. Android 14

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‎01-03-2020 13:44 - last edited on ‎06-09-2023 08:45 by Fitbit Moderator

In response to Odyssey13

‎01-03-2020 13:44 - last edited on ‎06-09-2023 08:45 by Fitbit Moderator

Hello @KNS97, welcome to the Community Forums! 

Thanks for the details that were shared in your post and for troubleshooting this situation prior to posting too. If you haven't already done so, I recommend you to check all the information that's specified on: How do I set up my Fitbit device? to check if all the requirements are correctly configured to setup your device. Then, you can move forward to the troubleshooting steps that are specified on: Why can't I set up my Fitbit device? and let me know how it goes. 

Keep in mind that since the Nokia 5 isn't listed as a compatible device with our products and services, you can experience connection difficulties with it. Even though you were able to use it in the past, due to Fitbit app updates we cannot ensure that you will not experience difficulties now. That said. my best recommendation for you if the troubleshooting steps above don't work is to try with a compatible device instead. Then, you can try to sync the Fitbit with the Nokia 5 once it's successfully setup with your account.

@Odyssey13 Thanks for your post and your recommendations!

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