Syncing and Sleep Issues

[StuartT]

For the past couple of weeks, maybe more, my wife's Alta HR is proving to be a nightmare to sync and it is failing to record sleep details.

For the syncing issue I have gone through all the usual steps of resetting the device as well as clearing the cache on the phone. I don't like the all day sync option due to power drainage. 

The sleep issues are really odd. She is not getting the detailed sleep but if you delete the sleep record and enter it manually, cutting off a few minutes at the beginning and end, then it recalculates and you get the detailed sleep.

Any thoughts and are there any diagnostics that could help determine if the device is failing in some way?

Thanks

Stuart

[SunsetRunner]

Hello and welcome @StuartT  

I understand your experiencing syncing issues. Can you tell me which device, as well as its model and software version of your Android or iOS? Knowing this information helps me to assist you.

😃 Keep me posted

[StuartT]

Hi Megabite

It’s a Samsung J5 running Android 9. It’s been fine for the past year.

Stuart

Sent from Mail for Windows 10

[SunsetRunner]

Hello again @StuartT 

Unfortunately the Samsung J5 is not a compatible device any longer after the newest Fitbit App update requires your device to have the Android OS 7.0 or higher operating system. You can view the compatibility list here: https://help.fitbit.com/articles/en_US/Help_article/2315 This may be the reason you’re experiencing issues on that particular phone.
As far as the Android 9 (I’m assuming you mean Samsung Galaxy s9) that particular phone is indeed compatible. 

For the Samsung J5 I would contact Fitbit Customer Service. Here are ways you can contact them: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

If the other phone is indeed the Samsung Galaxy s9 my suggestion would be to post the issues you are having under the Android Forum since syncing is more of a software/Fitbit issue then just the Fitbit tracker alone. The Android Forum can be found here: https://community.fitbit.com/t5/Android-App/bd-p/android

I’m sorry I couldn’t be of more help. 

[StuartT]

Thank you for the response. I checked the comparability page and, indeed, the J5 is no longer compatible. Can you tell me why? This is very retrograde.

When I said Android 9, I meant the Android Operating System, version 9, known as Pie. The phone has the latest Operating System. 

All the best

Stuart

[SunsetRunner]

Hello again @StuartT 

The reason being is that in order for the Fitbit App to work correctly on particular devices it must have a particular operating system or higher. To use the Fitbit app you must have one of the following operating systems installed on your phone or tablet:

• Apple iOS 11 or higher
• Android OS 7.0 or higher
• Windows 10 version 1607.0 or higher
  
  I am my no means (not even close) a computer programmer so the reasons things work (or don’t work) it way beyond my understanding. I can try to gather a few guesses but I’ll most likely end up appearing foolish. 🤭 I wish I had a better answer but I don’t. I apologize.

[StuartT]

So we have the correct OS, 2 higher than 7 but the phone is not on the approved list when it clearly used to be.

I will have to contact support.

Thanks for the help. I appreciate it. 

Stuart