Syncing difficulties after update

[BravoSierra]

I have already followed the recommended sync "fixes" listed in responses in similar posts here. They do not work. The only way to sync my Alta HR to my LG G6 is to shut down the phone and reboot the phone. I cannot sync more than once per reboot. My wife also has an LG G6 but uses the Charge 2. She has to go through the exact same process just to sync her FitBit to her phone. The LG G6 is listed as a compatible device.

Going by the multitude of app reviews, the problem lay with the app itself. Same problem with multiple phones models and multiple FitBit models. Is FitBit repairing the app code that was broken starting around mid-October? My Alta HR is not providing the services for which I purchased it following the app updates.

Moderator edit: Subject for clarity

[SunsetRunner]

Hello and welcome to the Fitbit Community @BravoSierra 

I’m sorry that you and your wife are experiencing syncing issues. You are indeed correct that your LG G6 is indeed compatible with the FitbitApp. My first suggestion would be to make sure that your wife’s Fitbit doesn’t appear on your phones Bluetooth and yours does not appear on her Bluetooth. This can certainly cause syncing issues. If that is indeed the case make sure you tap “forget device” to the Fitbit that you do not want paired to which phone under the Bluetooth settings. 
You mentioned that you performed troubleshooting steps to try and fix the issue yourself. I’m not certain if restarting your Fitbit Trackers was one of these troubleshooting steps you have already tried. If not please look here and follow the instructions posted for each particular Fitbit type: https://help.fitbit.com/articles/en_US/Help_article/1186

Also have you considered trying to enable the “All day Sync” mode to see if that helps? Here’s how:

open your Fitbit App

tap your profile picture on upper left

scroll down and tap your Fitbit name (located just under “My Family”)

now scroll down and enable all day sync

😃 Please let me know if this helps. Keep me posted 

[SunsetRunner]

Hello again @BravoSierra 

I just wanted to check back in with you to see if my suggestions help resolve your syncing issues. Please let me know 😃

[BravoSierra]

Her device does not appear on my app, nor I on hers.

Restarting the device alone does not fix the sync issue. Force closing the app and restarting it does not work. 

All day sync only works as long as bluetooth is connected. When I have to close bluetooth at work, the app loses sync again. At that point, I am once again forced to restart the phone to sync. 

[SunsetRunner]

Hello again @BravoSierra 

You can try setting up your Fitbit Trackers again to see if that improves the situation. You will not lose data doing this. Here’s how:

go to the Bluetooth settings on your phone and remove the tracker. In the list of Bluetooth devices you'll see the Fitbit Tracker and next to it, this symbol "!". Hit the symbol and it will take you to the next step, once you're there select the option that says "Forget this device" or "Unpair". Once you've made sure about that, go back to the Fitbit app,, tap your profile picture then scroll down and select "Set up a Device". Pick your particular device in the list. This should start the setup process for your device. Just follow the instructions as they come.

If resetting up your tracker doesn’t resolve the problem I would suggest calling Fitbit Customer Service. Here are ways you can contact them: https://help.fitbit.com/?l=en_US&cu=1&fs=ContactUs

😃 Let me know how it goes and keep me posted

[SunsetRunner]

Hello again @BravoSierra 

I wanted to check back in with you to see if the “Set up a Device” method help resolve your issue. Please let me know 😃

[BravoSierra]

I took a few days to verify something. I finally did get my Alta to sync without multiple restarts. Essentially, I had to delete and reapply the app on the phone, delete and reapply the Alta into the account, and reset the device itself. It took the combination of all 3 in conjunction before the syncing would resume. 

The reason I waited to reply was to see if the syncing would continue. It did, but I waited a few more days to see if a new issue would continue, and it did. The syncing is now taking minutes each morning. The time has been increasing. Today was about 8 minutes. 

I can live with the length of time sync for now. I am just somewhat relieved the device is syncing again.